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Job Summary
The Experience Services Ambassador is responsible for delivering exceptional client experience every day through enhanced engagement, proactive communication, and high touch service within a select portfolio of properties. The Experience Services Ambassador will be expected to increase the level of engagement and partnership between company, service partners and our clients to provide superior service delivery while enhancing their individual personal and professional skills. This role is responsible for the implementation of the experience program at the client site. 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.
Job Responsibilities
- Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Client employees and guests
- Execute Ambassador services in a manner consistent with the SLA’s, standard processes, professional brand image and compliant with applicable local laws, rules, and regulations
- Conduct routine walkthroughs and assessments of the soft services delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for the Client.
- Support data collection, analysis and reporting to ensure alignment with the Clients’ goals and objectives.
- Strive to continually improve experience service performance.
- Achieve and exceed goals including performance goals, team goals and Clients’ goals and objectives.
- Work with key account and client stakeholders to organize, host, and operationalize key engagement events within the assigned client location to enhance experience.
Ensuring Exceptional Service
- Works collaboratively within the account team in the delivery of Experience Services across all business lines (Facility Management, Engineering, Transactions, Projects, etc.)
- Assists with third party vendor relationships and service partners to provide maximum service delivery
- Intuitive service delivery, anticipating needs or concerns exceeding Client expectations
- Builds meaningful lasting relationships with Client employees and guests, carrying calling and culture cards
- Visibly engaged and well known in the workplace; spends a minimum of two hours per day welcoming employees in the reception or employee entrances while also walking floors to ensure Workspaces (offices, desk, conference rooms, mailroom, pantries, etc.) are stocked and maintained.
- Receives and responds to all requests or issues within one day of receipt, including a personal follow up to Client employees to ensure questions / requests are answered
- Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to Client’s operations occur
- Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies
- Assistance and flexibility with Client events as needed to ensure flawless delivery
- Provide support and backup for all on-site experience roles including but not limited to conference centers, concierge, and reception functions.
- Provide administrative and operational excellence for soft services.
- Perform additional job duties, as requested
Qualifications
- 1-3 years minimum prior relevant experience in hospitality, facility / property management, operations and/or knowledge of commercial real estate, preferred
- Exceptional customer service skills and professionalism with a passion for hospitality
- Ability to manage multiple priorities and deliver results in a fast-paced environment
- Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service
- Ability to work independently – strong prioritization and time management skills
- Ability to work with diverse teams – lead and/or follow; respectful, cooperative, accountable
- Excellent verbal and written communication skills with the ability to communicate professionally
- Excellent organizational skills and process management
- Ability to adapt to new devices, technology, and applications
- Proficient skills in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, and Outlook)
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