ARRIVAL AMBASSADOR

Job Summary

The Arrival Ambassador is responsible for providing exceptional service to VIP clients from the moment they arrive until they reach their destination within the Company. This is a highly visible role that will be supporting the firm’s initiative in welcoming high-profile clientele and ensuring a smooth and personalized experience, enhancing their overall satisfaction, and reinforcing their commitment to hospitality excellence. 

RESPONSIBLITIES:
•Properly greet and handle VIP guests upon arrival with a smile and maintaining eye contact through the entire interaction. Following established procedures and coordinating with in-house security as appropriate. Addressing VIPs by name and ensuring a memorable first impression.
•Escort guests to their designated areas or meetings within our premises, providing personalized assistance and ensuring their comfort throughout the journey.
•Register all guest activity and liaise with other centers on visitor processing.
•Anticipate guest needs and proactively offer assistance and fulfill special requests.
•Acting as an overall hospitality services resource in providing amenities within building, commutation and transportation, neighborhood amenities and organizational FAQs
•Maintain clear and effective communication with internal teams to coordinate guest arrivals, special arrangements, and any specific requirements.
•Collaborate with event coordinators, events management, and other departments to ensure seamless guest transitions and operations.
•Build rapport and establish positive relationships with VIP guests, demonstrating a genuine interest in their comfort and satisfaction.
•Handle guest inquiries, feedback, and concerns promptly and professionally, striving to exceed expectations and resolve issues effectively.
•Adhere to established security protocols and confidentiality guidelines when handling VIP guest information to maintain a secure environment 
•Troubleshoot a wide variety of requests and situations, both for guests and for internal stakeholders   
•Answering VIP requests in a friendly, professional manner, taking messages with accuracy, and appropriately handling or referring questions and requests. 
•Implementing established security policies and procedures with regard to arriving and departing VIP clientele
•Managing closely all activity in the internal visitor processing system.
•Communicating requests to the appropriate internal support departments such as, building maintenance (heating and cooling issues), information technology (computer/iPad issues)
•Having a thorough understanding of the emergency procedures and being prepared to carry out designated tasks in the event of a fire or other emergency.
•Adhering to uniform and grooming policies.
•Gaining an understanding of the company culture, key areas of activity and creating “transparency”.
•Assist with coverage in other locations as needed adhere to flexible schedules to meet business demands.
•Participate in daily, weekly, and monthly meetings.  
•Abiding by “20 Second Rule” and notifying manager on duty of any occurrences.
•Capacity to take on additional duties as assigned; Additional adjustments or responsibilities may be changed or added as necessary. 
•Follow protocol for personalized email confirmations and internal correspondence.

Long Description

ADDITIONAL RESPONSIBILITIES:
•Cross train in conference centers and Trading Floors to provide coverage and support during PTOs and sick call outs.
•Learn EMS reservation system to assist with room bookings and re-confirmations while covering conference centers and Trading Floors.

KEY COMPETENCIES:
•A genuine sense of hospitality, with a commitment to delivering the Platinum Service® Standard in all aspects of the Arrival Ambassador job.
•The ability to work under pressure, prioritizing tasks and juggling many jobs simultaneously, while ensuring a seamless experience for VIP guests 
•Excellent listening and oral communication skills with the ability to interact professionally with high-profile clients and stakeholders.
•Basic computer skills and knowledge of office technology / equipment.
•Punctual, dependable, and dedicated to achieving operational excellence, down to the smallest of details.
•Strong organizational abilities and attention to detail, capable of managing multiple tasks and prioritizing effectively.
•Knowledge of local attractions, amenities, and services to provide accurate information and enhance the guest experience.
•Discreet, ethical, and committed to maintaining a high degree of confidentiality.
•A consistently professional approach, with a mindset to take ownership and responsibility within and outside one’s job domain.
•Two to three years’ experience in a client service / reception position within a hospitality or corporate environment.

PHSYICAL JOB REQUIREMENTS:
•Ability to stand for extended periods of time including, but not limited to escorting clients between multiple floors and conference centers 
•Ability to go up and down stairs
•Occasional bending and stooping
•Frequent talking and hearing  - fluent in English language communications