Senior Workplace Experience Ambassador

The Senior Workplace Experience Ambassador oversee and support the effective delivery of Colleague Service Experience of the client and user experience by understanding, assessing, and evaluating the needs of staff and guests alike.

As the lead, he / she has responsibility for building strong business relationships with agreed to stakeholders. They will drive continued development and adaptation of all Workplace Services resulting in enhanced end user satisfaction and workplace experience for the client's staff and guests alike. They shall act as the visible on-site leader for all building and workplace services, with an entrepreneurial drive to propose changes to create the most effective environment.

Additionally, they ensure changes are not just made at a site without reviewing with the Service Partner account management and FM Operations Regional and Platform teams to prevent unintended consequences or adverse business impacts.

Key Responsibilities

Site Operations:

• 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
• Lead a team of ambassadors, by setting governance through audits and mystery shopping
• Conduct daily routine walkthroughs and assessments of the soft services delivery to ensure ambassador's compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for the client
• Lead and undertake physical setup of meeting and event spaces, in line with team guidelines and ensure consistency is set throughout all ambassadors
  
  

Monitor meeting rooms including furniture, signages, equipment's, ensuring fine details are captured:

• Engages effectively with existing employees, new starters, and visitors
• Respond appropriately to employee feedback and build relationships to drive continuous improvement in guest satisfaction.
• Liaise with third party vendors and service partners to provide maximum service delivery
• Demonstrate awareness of the OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines.
• Be familiar with property safety, first aid, and fire and emergency procedures
• Proactive attitude to deliver an enhanced service offering.
• Ensure that the space is maintained to a high standard and have minimal complaints.
  
  

Developing And Maintaining Goals

• Lead data collection with ambassador, analysis and reporting to ensure alignment with the clients' goals and objectives
• Strive to continually improve experience service performance
• Work with regional leads to ensure SOPs are updated accordingly
• Achieve and exceed goals including performance goals, team goals and clients' goals and objectives
• Govern and train ambassadors to showcase and represent high level of hospitality while running the space
• Ensure grooming guidelines are set and adhered to ensure brand consistency
• Self-motivated, able to use their own initiatives, with a desire to deliver high standards and to promote this quality in others.
  
  

Ensuring Exceptional Service

• Visibly engaged and well known in the workplace; spends a good amount of day welcoming employees in the reception or employee entrances and walking floors to ensure Workspaces (offices, desk, conference rooms, mailroom, pantries, etc.) are stocked and maintained
• Liaise with third party vendor relationships and service partners to provide maximum service delivery
• Intuitive service delivery, anticipating needs or concerns exceeding Client expectations
• 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
  
  

Qualifications And Additional Requirements

• 5 to 8 -years' experience in Hospitality/ F&B or Tourism sector or related professional area (Must have experience in airlines, hotel / banking industry)
• Good Leadership and interpersonal skills to manage a team of service ambassadors
• Exceptional customer service skills and professionalism with a passion for hospitality
• Able to work independently while adhering to established standards and procedures.
• Always maintain a professional and polished appearance, following the dress code policy.
• Possess exceptional communication and interpersonal skills.
• Exhibit strong organizational and time management skills.
• Proficiency in MS Office suite and other related software.
• Handle confidential information with utmost discretion.
• Friendly and positive attitude towards guests and team members.
• Familiarity with property safety, first aid, fire, and emergency procedures.
• Participate in training and workshops to enhance relevant skills and knowledge.