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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” 

Reporting to:            Guest Services Supervisor
                                   HSBC London & South regions 

Working hours/pattern    Core service hours of Guest Services are 07.00-19.00.  These hours are covered by the team on a shift rota basis, working Monday to Fridays, 40 hours per week.

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). Role is based in the lobby, reception areas across building and meeting room floors where moving around the floor is a necessity to ensure each meeting room is attended to (up to 20 meeting rooms per floor) and 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 journeyTo host the main reception area energising the space and creating lasting impressionsTo provide an information service for the local area and liaise as a point of contact between clients and hosts, enhancing service with a concierge approachFluency of both internal and external VIPs to constantly recognise and deliver service excellenceCommunication between team members to ensure smooth transitions throughout the buildingLiaising with PA/EA teams, clients & visitors and providing excellent customer service – creating “wow” moments when the opportunity arisesComplimenting the Vgreet mobile reception technology with service by anticipating visitor needs, following up with clients and ensuring client expectations are met and where possible exceededEnsure that the visitor and client spaces are immaculate at all times, taking ownership of the space and reporting issues appropriatelyProactively deal with enquiries and requests in person, via the telephone or email, in a timely and professional mannerContinually develop expertise of business operation and client knowledge to exceed in service deliveryUsing empowerment for problem resolution whilst enhancing visitor and client experienceEnsure a commitment to service excellence recognised with service STARs

Guest Services Operation and Communication

Adaptable to work with a hybrid approach throughout the guest services operation including main building reception, internal reception spaces and guest services hubCommunicate effectively with peers and the management team, displaying accuracy and attention to detail both in verbal and written communicationMaintain a strong awareness of business activity communicating all updates with team membersCommunicate to the Guest Services Team Leader/Supervisor any new / ongoing / potential issues and complaints so that they are addressed accordinglySupport the training of new Guest Services team membersLiaising with other departments, namely security, facilities, and hospitality servicesEnsure 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 timesAdhere to uniform and presentation standards as per the personal appearance guidelinesTaking ownership of guest services responsibilities to constantly develop service standards

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Location:

On-site –London, GBR

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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