Workplace Ambassador

ISS•Boston, MA

3d•$24 - $26•Onsite

About The Position

The Reception and Guest Services team member works in line with company values to create a seamless service towards all guests and colleagues visiting the facility. They will ensure that all visitors are assisted in a calm, confident, positive and proactive manner at all times. The Reception and Guest Services team member will maintain a strong lobby presence and awareness and will leave all guests with a positive and lasting impression in visitor experiences and excellence. They will serve visitors by creating a warm, well thought out arrival and onsite visit experience. This is done through ensuring visitors are on the appropriate visitor lists prior to arrival, providing a warm greeting, welcoming, and directing them appropriately, assisting them with visitor access and notifying company personnel of visitor arrival, and responding to all calls from the building concierge and security team as well as responding to and checking all vm systems including virtual telecommunications system. They will provide an outstanding guest experience, starting with a warm welcome that is continued with curated moments during their visit. The atmosphere, the service and the welcome are all crucial in creating exceptional first impressions. Success Criteria include developing own skill base in line with agreed appraisal, taking responsibility for increased performance, and ensuring continued self-improvement, and participating and embracing the development opportunities within group. Key Areas of Collaboration and Influence include adopting and supporting the ONE Boston team mindset, and reporting to the Food & Facilities Manager, and communicating and collaborating proactively with workplace colleagues within LEGO & ISS so that information is disseminated effectively and participating in project groups and meetings as required.

Requirements

2+ years of operating within a Customer Service environment providing guest hosting and/or concierge/reception services to the highest standard
Experience working within a Corporate Environment in a concierge, host, or reception role
Advanced experienced with full Microsoft office suite and business social media platforms
Aptitude for workplace experience technologies including digital lockers, visitor management systems, and meeting room technologies
Must be customer focused, organized, and professional and support an engaging and inviting welcome experience every day for our people and guests
Help drive a positive and engaging environment in the hub by injecting energy, fun and vibrancy through communication and activities
Work on the continuous improvement of our workplace experience
Must have ability to work in a team environment & collaborate closely with our colleagues to move throughout the new space and choose
Must be able to converse with peers and Executives in a genuine, professional and confident manner
Must possess excellent verbal and written communication skills
Must possess excellent interpersonal skills
Must be able to remain calm and effectively communicate with demanding customers
All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.

Responsibilities

Welcome visitors by greeting them in person or on the telephone; answering or referring inquiries
Provide an exceptional Customer Service experience to all colleagues and guests visiting the site
Ensure guests are greeted courteously and their needs are anticipated at all times
Direct visitors by maintaining employee and department directories; giving instructions
Maintain security by following procedures; monitoring logbook; confirming eligibility of visit and access, issuing and tracking visitor badges, tracking visitor counts
Ensure consistent communication with various departments to allow awareness of all VIP’s and guests arriving and leaving the building
Maintain logs in Planon and other applications
Ensure that you are able to instantly recognize and greet key customer personnel, executives, and their guests at all times, addressing them by name and proactively maintaining your personal knowledge of any changes throughout the executive and site management teams
Maintain safe and clean reception area by complying with procedures, rules, and regulations
Use operational knowledge of the Lobby and Reception to provide swift resolution to any challenges experienced by guests or colleagues, hosting guests to available check in desks where waiting times are expected to exceed the agreed SLA’s
Maintain continuity among work teams by documenting and communicating actions, irregularities, and continuing needs
Maintain personal awareness of all site and team procedures, embracing and implementing new procedures swiftly when received from Senior Management
Contribute to team effort by accomplishing related results as needed including letting them know when you have to step away from the desk
Assist individuals with picking up packages from adjacent mail room when mail room attendant is absent
Support of onsite communications including printed signage, Viva Engage posts, company newsletter, share point site and digital screens and signage
Space set up and experience planning including the support of high touch guest arrivals and departures for key customers and VIP visits
Assist individuals with picking up packages from adjacent mail room when mail room attendant is absent