Lead Lobby Ambassador - NYC

Compass Group•New York, NY

5d•Onsite

About The Position

Rapport, a specialized division of FLIK Hospitality Group, focuses on guest and employee services, meeting and event planning, and conference center management. Unlike recruitment agencies, Rapport is committed to long-term career development and offers comprehensive benefits to its employees who work directly with the company. Rapport invests in its ambassadors, providing individual training and development programs to help them achieve their career aspirations and become the best they can be. Joining Rapport means becoming part of a global community, collaborating with diverse talents, sharing ideas, and experiencing a workplace culture that extends beyond local boundaries. This role is more than just a job; it’s a meaningful career. The Lobby Lead Ambassador will manage the lobby, assist with receiving, welcoming, and registering guests, and engage with clients, guests, vendors, tourists, and tenants with an energetic, friendly, and approachable demeanor.

Requirements

Two to three years’ experience in a client service / reception position within a hospitality or corporate environment.
A genuine sense of hospitality, with a commitment to delivering a memorable experience in all aspects of the Lobby Ambassador role.
The ability to work under pressure, prioritizing tasks, and juggling many tasks simultaneously, while constantly interacting with visitors in a public environment.
Excellent listening and oral communication skills.
Basic computer skills and knowledge of office technology / equipment.
Punctual, dependable, and dedicated to achieving operational excellence, down to the smallest of details.
Discreet, ethical, and committed to maintaining a high degree of confidentiality.
A consistent professional approach, with a mindset to take ownership and responsibility within and outside one’s job domain.
Constant standing and walking in the building lobby throughout shift.
Frequent lifting and carrying up to 30lbs.
Constant kneeling, pushing, pulling, lifting.

Nice To Haves

Ability to pull daily reports in EMS and be fluent in discussing the days activities, locations and events.
Familiarize yourself with the site-specific SOPs.

Responsibilities

Managing the Lobby of 622 3rd Avenue, greeting guests and visitors with enthusiasm to create a remarkable experience.
Understanding and implementing firm’s Hospitality SOPs and championing the Seven Steps of Remarkable Service daily.
Communicating daily with CML to ensure the team is updated on the day's business.
Completing all hospitality trainings to ensure a First-Class Experience is delivered and tracking training completion for the Lobby Team.
Pulling daily reports in EMS and discussing the day's activities, locations, and events.
Creating and maintaining daily/weekly schedules to ensure appropriate coverage during breaks and call-outs.
Cross-training Lobby Attendants and designated others for spot coverage and support.
Coordinating with Lobby Ambassadors to ensure proper daily coverage.
Attending Daily Stand Ups (in person or virtually) according to established standards.
Maintaining Lobby Standards as set forth in SOPs.
Acting as the "on the floor" leader of the Lobby Host team.
Effectively communicating any account or location-specific details pertaining to the Lobby Lead.
Participating in weekly/monthly meetings as needed.
Executing all duties of a Lobby Host and setting a standard for the team.
Acting as way-finders and a hospitality services resource for all guests.
Engaging clients and guests, assisting with check-in processes, or escorting them to their destination.
Reviewing and memorizing 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.
Building and maintaining relationships with tenants and repeat guests to enhance their experience.
Understanding client culture, key areas of activity, and creating transparency by serving as an extension of the client.
Taking ownership of the assigned building location and engaging with all guests.
Having a thorough understanding of the Firm’s emergency procedures and being prepared to carry out designated tasks.
Adhering to Hospitality signature look.
Memorizing FAQs and speaking knowledgeably about the building, surrounding areas, transportation, local restaurants, and local happenings.
Greeting all guests/visitors, ensuring eye contact is made within 10 ft. of entrances.
Greeting internal and external clients with a smile, acknowledging them promptly, and using the agreed welcome.
Working closely with the Lobby Lead Manager and Local Community Manager Lead or other client contacts and building personnel to ensure smooth transitions.
Communicating effectively with peers, displaying accuracy and attention to detail in verbal and written communication.
Maintaining strong awareness of business activity and communicating all updates with team members.
Providing assistance according to business needs (e.g., lunch cover, call-outs, general support).
Supporting the training of new associates and completing checklists.
Taking part in the cross-training program covering all areas of the department, when available.
Maintaining a professional, polite, and considerate manner at all times.
Adhering to uniform and presentation standards as per the dress policy.
Maintaining a clear, presentable working area and reporting all maintenance faults/hazards and cleaning requests.
Monitoring progress to ensure issues are promptly rectified and escalating to a Supervisor as necessary.
Adhering to the Company and the building’s policies and procedures.
Abiding by all Security policies and procedures, including access restrictions, Fire and Life Safety information.
Complying with the Reception and Concierge Services Standard Operating Procedures (SOP) Manual and keeping up to date with new information.
Familiarizing with site-specific SOPs and maintaining SOPs as a 'living' document.
Other duties as assigned.