Hospitality Ambassador

Genentech•South San Francisco, CA

2d•Onsite

About The Position

The Hospitality Ambassador is a customer-facing, fully onsite role within Site Services, responsible for delivering a high-touch, white-glove hospitality experience and supporting secure campus access in partnership with Security. The role is the first point of contact in lobbies and supports daily operations serving employees, visitors, and partners at a campus with 12,000 employees, visitors, and partners. The position requires working onsite five days per week in South San Francisco. Shift options are 7:00 AM–4:00 PM or 8:00 AM–5:00 PM. Bi-weekly Thursday meetings run until approximately 6:30 PM. Team meetings and safety certification are required within six months. A 12-month commitment is required; relocation and remote options are not available.

Requirements

Bachelor’s degree in any field.
3–4 years of experience in corporate hospitality or high-end service, such as luxury hotel, retail, or concierge work.
Strong proficiency with MS Office and Google Suite.
Ability to learn new systems, including visitor management and call center tools.
Valid California driver’s license.
Exceptional customer service and hospitality mindset.
Strong communication and interpersonal skills.
Ability to handle sensitive and confidential information with discretion.
Adaptability and ability to multitask in fast-paced environments.
Problem-solving and solution-oriented thinking.
Ability to collaborate with cross-functional teams, including Security, Legal, administrators, and Events.
Continuous improvement mindset.
Ability to work onsite five days per week in South San Francisco and meet the 12-month commitment requirement.

Responsibilities

Serve as the main point of contact for employees and visitors in lobby and front-desk operations.
Provide high-level, professional service with a hospitality-oriented mindset, and handle inquiries, requests, and issues promptly and gracefully.
Partner with Security to protect people and assets.
Manage visitor check-in, badge assignment, and host notifications while following access protocols and confidentiality requirements.
Coordinate vendor deliveries, including packages, catering, and personal items; handle special requests and VIP interactions; and support phone inquiries through the call center.
Manage programs such as parking placards, Clipper Cards and transportation, and lobby amenities.
Provide flex or rover coverage across multiple lobbies as needed.
Support the gnExpress delivery service, including document handling and distribution.
Maintain lobby supplies.
Assist with projects and process improvements.
Attend bi-weekly Thursday meetings until approximately 6:30 PM, team meetings, and safety certification within six months.