Guest Services Ambassador - Cheshire, GBR

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Guest Services Ambassador

The role of a Guest Services Ambassador is to provide the highest levels of client and visitor care. To provide service excellence and to ensure that the visitor experience is seamless, and all reception duties are attended to. Responsible for the guest service duties onsite, supporting each element of the guest service operation, and ensuring that all functions are carried out in accordance with stipulated protocols and procedures. A guest services who has an instinctive customer centric approach that anticipates our HSBC colleagues & customer’s needs and lives the CX Vision: “We pledge to create exceptional, memorable experiences for HSBC colleagues and customers”

Working hours/pattern   This is a job share position working 2 days one week, 3 days the alternate week plus overtime to cover annual leave. The hours would be 8am- 5pm.

About the role:

Role is primarily hosting role requiring standing, walking and hosting visitors during the course of the day (1 hour at a time minimum). The role is based in the lobby, reception areas; to include the ground floor and ensuring visitors are hosted to their meeting rooms.

Key responsibilities

Service Excellence

• To ensure that all visitors experience service excellence consistently, providing a warm, courteous and prompt welcome on arrival and throughout the client journey
• To host the main reception area energising the space and creating lasting impressions
• To provide an information service for the local area and liaise as a point of contact between clients and hosts, enhancing service with a concierge approach
• Fluency of both internal and external VIPs to constantly recognise and deliver service excellence
• Communication between team members to ensure smooth transitions throughout the building
• Liaising with PA/EA teams, clients & visitors and providing excellent customer service – creating “wow” moments when the opportunity arises
• Ensure that the visitor and client spaces are immaculate at all times, taking ownership of the space and reporting issues appropriately
• Proactively deal with enquiries and requests in person, via the telephone or email, in a timely and professional manner
• Continually develop expertise of business operation and client knowledge to exceed in service delivery
• Using empowerment for problem resolution whilst enhancing visitor and client experience
• Ensure a commitment to service excellence recognised with service STARs
• Provide a reservation service by booking and confirming learning courses, meeting and event space
• Set-up meeting rooms to the required standard (including the set-up of food and beverages where applicable) and ensure that they are checked prior to any meeting taking place.
• Carry out light cleaning duties to ensure all areas of the office, both client and internal spaces
• Check that adequate supplies of stationery are available in each client room. Monitor stationery supplies, requesting new stocks as per procedure and ensuring waste is minimised

Guest Services Operation and Communication

• Adaptable to work with a hybrid approach throughout the guest services operation including main reception, and around the building
• Communicate effectively with peers and the management team, displaying accuracy and attention to detail both in verbal and written communication
• Maintain a strong awareness of business activity communicating all updates with team members
• Communicate to the Guest Services Team Leader/Supervisor any new / ongoing / potential issues and complaints so that they are addressed accordingly
• Support the training of new Guest Services team members
• Liaising with other departments, namely security, facilities, and hospitality services
• Ensure Security and Health and Safety procedures are adhered to at all times.

Personal Presentation and Responsibilities

• Maintain a professional, polite and considerate manner at all times
• Adhere to uniform and presentation standards as per the personal appearance guidelines
• Taking ownership of guest services responsibilities to constantly develop service standards

Person Specification/Requirements

• At least 1 year of experience within a Front of House role in a corporate environment, 5-star hotel, members club or flagship airline
• Self-motivated individual committed to service excellence
• Possesses an operational knowledge of all reception services and standard operating procedures, together with in house meeting reservations procedures, and other internal/external communication methods
• Ability to demonstrate empathy, excellent customer service and practical skills
• Skilled in guest/client service and confident in striving for excellence
• Operational knowledge of all reception services and standard operating procedures
• Must have excellent organisational skills and good attention to detail
• Must be computer literate including MS office
• Ability to use own initiative and takes ownership
• Professional and high standard telephone etiquette
• Should have an excellent and positive “can do attitude” and a great team player and supporter
• Able to work in a busy and pressurised environment providing a discreet and personalised service.

From time to time the company may require you to work at other sites, on projects, company development, site visits or similar.  You will also positively represent the Company at all times along with being present in the workplace at critical times of operation. 

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Location:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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