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Job Summary

The Lead Lobby Ambassador will be responsible for setting the tone and the elevated standards for all Lobby Hosts in their locations to engage all Clients, Guests, Vendors, Tourists and Tenants who enter the lobby and reception center, and will display an energetic, friendly, and approachable leadership demeanor at all times.

Key Responsibilities:

• Responsible for leading and supporting every Lobby Host so they have the proper tools, training and understanding of how to be fully engaged in greeting guests and visitors with enthusiasm and ultimately, creating a remarkable experience.
• Responsible for understanding and implementing firm’s Hospitality SOPs by engaging in weekly trainings with all building personnel
• Track and annotate hospitality trainings with building personnel for review with General Manager and Firm’s Hospitality Manager
• Responsible for creating and managing the daily/weekly schedule assuring appropriate coverage during breaks and call outs.
• Coordinating with local PMO to assure proper daily coverage as required.
• Responsible for leading Daily Stand Ups in accordance to established standards.
• Responsible for recording and tracking associate hours to assure proper payroll processing.
• Performs as the "on the floor" leader of the Lobby Host team.
• Responsible to effectively communicate any account or location-specific details pertaining to Lobby Hosts.
• Actively participate in weekly/monthly meetings as needed.
• Assures that all new associates receive proper onboarding materials and training programs as required.
• Executes all duties of a Lobby Host and displays the standard by which their team should follow.
• Acting as way-finders and hospitality services resource for all guests.
• Speaking freely and warmly, engaging clients and guests while efficiently assisting in the check in process or escorting them to their destination
• Reviewing and committing to memory the profiles of VIP guests expected for the day
• Recognizing and welcoming VIP guests using service excellence standards
• Communicating effectively with team members and passing on necessary information to colleagues that may arise.
• Building and maintaining a relationship with tenants and repeat guests, enhancing their overall experience
• Gaining an understanding of the client culture, key areas of activity and creating "transparency" by serving as an extension of the client
• Takes ownership of their assigned building location, activity engaging with all guests.
• Having a thorough understanding of the Firm’s emergency procedures and being prepared to carry out designated tasks in the event of a fire or other emergency
• Adhering to Hospitality signature look.
• Ability to memorize FAQ‘s and speak knowledgeably about the building, surrounding areas, transportation, local restaurants, and Local ‘happenings’.

Preferred Qualifications:

• 2 years of hotel, corporate or conference center experience.
• Previous reception / customer service management or supervisory experience.
• Superior quantitative, oral and written communications and problem-solving/strategizing skills.
• Advanced computer skills and knowledge of MS Office products, including Word, Excel, PowerPoint, Outlook, and internet.
• Bachelor’s degree is preferred.