Hospitality Ambassador

Iconma Portal•South San Francisco, CA

4d•Onsite

About The Position

The Hospitality Ambassador is a customer-facing, onsite role within Site Services at a biotech company’s South San Francisco location. The role delivers a high-touch, white-glove hospitality experience while supporting secure campus access in partnership with Security. It serves as a first point of contact in lobbies and supports daily operations affecting employees, visitors, and partners across a workforce of more than 12,000 people. The position oversees front desk and lobby operations, visitor check-in and badge assignment, guest and service coordination, and operational programs such as parking placards, Clipper Cards, and lobby amenities. It also provides flexible coverage across multiple lobbies, supports delivery and distribution logistics, maintains lobby supplies, and assists with projects and process improvements.

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 in MS Office and Google Suite.
Ability to learn new systems, including visitor management and call center tools.
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 a fast-paced environment.
Problem-solving and solution-oriented thinking.
Ability to collaborate with cross-functional teams, including Security, Legal, administrators, and Events.
Continuous improvement mindset.

Responsibilities

Serve as the main point of contact for employees and visitors in lobby areas.
Provide professional, high-level service with a hospitality-focused mindset, responding promptly and gracefully to inquiries, requests, and issues.
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.
Provide call center support for phone inquiries.
Manage programs such as parking placards, Clipper Cards and transportation, and lobby amenities.
Support multiple lobbies, including flexible or rover coverage as needed.
Support the gnExpress delivery service through document handling and distribution.
Maintain lobby supplies.
Assist with projects and process improvements.