Lobby Ambassador

Location: Boxborough

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Job Description | Lobby Ambassador

Job Summary

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.

What your day-to-day will look like:

* 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 way finding 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

Required

Skills and Experience:

* 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

Desired or preferred experience and technical skills:

* 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

Successful candidates will begin in a temporary capacity (90 days) with the potential to transition to a permanent position

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

50,505. USD per year

This range is an estimate and actual…