Senior Guest Ambassador

Location: On site / London, UK
job type: Permanent / Full-time
Sector and subsector: Security | General
Salary: Negotiable salary

We are seeking a highly experienced and dynamic Senior Guest Ambassador to lead the front of-house and security service delivery at City Tower, a flagship high‑rise building in the heart of the city. This role combines leadership, customer experience, concierge, and security oversight, ensuring a seamless, premium workplace and visitor experience. Acting as the on‑site ambassador, you will lead and inspire a team while maintaining a safe, welcoming, and highly professional environment for all Customers, guests, and stakeholders.

• You will be responsible for delivering a 5-star service, driving standards, and ensuring the building operates efficiently, safely, and in line with client expectations.
• Provide operational support across fully managed sites when required, including short‑term cover, resource planning, and hands‑on assistance to ensure service continuity.
• Maintain consistent service delivery standards, ensuring all operational, customer experience, and security expectations are upheld at all times.
• Quickly adapt to different sites and teams, integrating effectively to support business needs and client requirements.
• Manage and monitor all customer deliveries comprehensively, ensuring daily delivery activity remains within agreed capped allowances and in line with site procedures and operational requirements. Escalate any breaches, trends, or noncompliance in a timely manner. Knowledge and understanding of Section 106 agreements and associated delivery restrictions is desirable.
• Conduct regular audits of all managed platforms and systems to ensure compliance, accuracy, operational efficiency, and adherence to company standards and procedures. Produce audit findings and support corrective actions where required.

• Lead, manage, and inspire the Guest Ambassador team.
• Oversee daily operations including shift planning and rota management.
• Ensure robust shift handovers.
• Provide coaching, training, and development.
• Act as a role model at all times.

• Deliver a proactive 5-star front-of-house experience.
• Act as main point of contact for occupiers and visitors.
• Build strong stakeholder relationships.
• Support with arranging Customer engagement and events.
• Maintain high standards across all spaces.
• Understanding and support of Fully Managed practices and procedures.

• Maintain a visible security presence.
• Ensure compliance with all procedures and systems.
• Oversee CCTV and incident response.
• Conduct patrols and manage health & safety.
• Take ownership of the workplace app, including user management, onboarding and offboarding of customers, and maintaining accurate access permissions.
• Provide first‑line support for app‑related queries and troubleshooting, ensuring timely resolution of issues and minimal disruption to the customer experience.
• Promote effective use of the app, supporting customers in understanding its features and benefits to enhance engagement and workplace experience.

• Manage visitor, Customer and contractor processes.
• Ensure accurate reporting.
• Oversee key and asset management.
• Work with service partners.
• Maintain SLA standards.
• Work with Customer Experience Manager and Customers.
• Support workplace strategy.
• Assist with budgets and reporting.
• Promote innovation and added value services.

• Experience in leadership role within security or hospitality.
• Strong customer service background.
• Professional and organised.
• Calm under pressure.
• Knowledge of security systems.
• IT literate.
• SIA Door Supervisor Licence.
• First Aid qualification (or willingness).
• 5 years verifiable work history.
• Flexible approach to work.

• Training and development.
• Employee benefits.
• Inclusive working environment.
• We achieve more together.
• We are committed to excellence.
• We are open and fair.
• We embrace opportunity.

Working Hours:

Monday to Friday, 07:00 – 19:00