Lobby Ambassador

JLL•Boston, MA

3d•Onsite

About The Position

The Lobby Ambassador is responsible for the delivery of amazing client and guest experiences and ensuring that all customers and visitors are assisted accordingly in a warm, professional, and friendly manner. This role will be responsible for delivering exceptional guest experiences through face-to-face engagement, proactive communication, and exceptional service. They will ensure that seamless consistent level of service is provided at every user touchpoint from employee and guest pre-arrival to departure. This client-facing role provides the opportunity to combine your passion for service, brilliant people skills and enthusiasm for creating a hospitality focused workplace environment.

Requirements

High school diploma or equivalent
Ability to travel 20-25% between three Massachusetts locations
Ability to work first shift schedule (8:00 AM – 5:00 PM)
Strong customer service orientation with hospitality background
Physical ability to perform frequent walking between sites and standing for extended periods
Excellent organizational and time management skills

Nice To Haves

Minimum 2-3 years previous customer service, hospitality related experience
People Person: The best part of serving others is creating experiences for them that go beyond the expected
Flexibility and positive attitude in managing shifting daily priorities
Excellent Communicator: Providing amazing experiences requires the ability to communicate professionally through the spoken and written word. Fluency in English required
Knows how to multi-task and prioritize while ensuring consistent and elevated guest experiences and accuracy
Detail-oriented with strong organizational skills
Proactive self-starter with creative problem-solving abilities
Working knowledge in a range of information technology tools and platforms
Working knowledge of Microsoft Office suite (Teams, Excel, PowerPoint, Word, and Outlook)
Experience with ticket generation systems

Responsibilities

Enthusiastically welcomes guests, anticipates their needs, and assists with arrivals, departures, and office orientations
Engages visitors, employees and callers in a way that makes them feel warmly welcomed and assists them in a helpful and timely manner
Maintains visible engagement and becomes well known in the workplace, schedules site walks strategically during periods of reduced reception desk coverage to minimize disruption to front Lobby Ambassador operations and assists customers and guests with their needs
Effectively pairs services to guests' needs
Serves as a resident expert with contacts in local cuisine, hotels and knowledge about special attractions and upcoming events
Builds connections and networks throughout the hospitality industry
Connects with clients, customers, and support teams to proactively anticipate needs, identify issues, and deliver creative solutions
Maintains familiarity with all services within the facility and works with internal facilities management teams to facilitate a hospitality approach across services
Works across teams to proactively communicate and prepare for all arrivals, anticipates and addresses concerns, and ensures operations without incident
Demonstrates confidence, professionalism, responsiveness, and exceptional customer service skills
Assists with support for meetings, reception, personal support and mail room where applicable
Acts as a central point of contact, providing information and wayfinding for the campus, services, and activities
Manages building access and security protocols, determining authorized entry
Collaborates with catering services to ensure conference rooms are properly prepared with necessary amenities
Liaises with building services for site maintenance coordination and check-ins
Provides support for other duties and projects as business needs require
Supports mail services where applicable
Implements and monitors standards of service to meet and exceed expectations