LEAD LOBBY ATTENDANT

Job Summary

The Lobby Lead Ambassador will be responsible for Managing the Lobby and assisting with receiving, welcoming, and registering all Lobby Guests. The ability to engage all Clients, Guests, Vendors, Tourists and Tenants who enter the lobby and reception center, and will display an energetic, friendly, and approachable  demeanor at all times. 

RESPONSIBLITIES:
•Responsible for Managing the Lobby of 622 3rd Avenue. Being engaged and in greeting guests and visitors with enthusiasm and ultimately,  creating a remarkable experience. 
•Responsible for understanding and implementing firm’s Hospitality SOPs. Adhering and championing the Seven Steps of Remarkable Service on a daily to day basis.
•Communicates on a daily basis with CML to assure the team is up to date on all Firm’s business for the day.
•Complete all hospitality trainings to assure First Class Experience is being delivered. Assure that all training is being completed and tracked properly for the Lobby Team.
•Ability to pull daily reports in EMS and be fluent in discussing the days activities, locations and events.
•Create and maintain schedule on a daily/weekly schedule assuring appropriate coverage during breaks and call outs.
•Crosstrain Lobby Attendant and designated other ofr spot coverage and support.
•Coordinating with Lobby Ambassador to assure proper daily coverage as required.
•Responsible for attending Daily Stand Ups in accordance to established standards. Either in person or virtually.
•Maintaining Lobby Standards as set forth in SOP’s.
•Performs as the “on the floor” leader of the Lobby Host team.
•Responsible to effectively communicate any account or location-specific details pertaining to Lobby Lead. 
•Actively participate in weekly/monthly meetings as needed.
•Executes all duties of a Lobby Host and displays the standard by which their team should follow.
•Acting as way-finders and hospitality services resource for all guests.
•Speaking freely and warmly, engaging clients and guests while efficiently assisting in the check in process or escorting them to their destination
•Reviewing and committing to memory the profiles of VIP guests expected for the day.
•Recognizing and welcoming VIP guests using service excellence standards.
•Communicating effectively with team members and passing on necessary information to colleagues that may arise.
•Building and maintaining a relationship with tenants and repeat guests, enhancing their overall experience
•Gaining an understanding of the client culture, key areas of activity and creating “transparency” by serving as an extension of the client 
•Takes ownership of their assigned building location, activity engaging with all guests.
•Having a thorough understanding of the Firm’s emergency procedures and being prepared to carry out designated tasks in the event of a fire or other emergency 
•Adhering to Hospitality signature look.
•Ability to memorize FAQ‘s and speak knowledgeably about the building, surrounding areas, transportation, local restaurants, and Local ‘happenings’.
•Other duties as assigned.

Long Description

Client Care:
•Greeting all guests/ visitors, ensure eye contact is made within 10 ft. of entrances 
•Greeting internal and external clients with a smile, acknowledging them promptly, using the agreed welcome “Good Morning/Good Afternoon …”
•Works closest with the Lobby Lead Manager and Local Community Manager Lead or other client contacts and building personnel, always ensuring smooth transitions at each stage of guest’s journey.

Team Work and Communication:
•Communicate effectively with peers, displaying accuracy and attention to detail both in verbal and written communication.
•Maintaining a strong awareness of business activity and communicating all updates with your team members. 
•Communicating effectively with team members and passing on necessary information to colleagues that may arise during the escorting process.
•Providing assistance according to business needs e.g. lunch cover, call-outs, and general support.
•Supporting the training of new associates and completing checklists accordingly.
•Taking part in the cross-training program which covers all areas of the department, when available.

Personal Presentation and Responsibilities:
•Maintaining a professional, polite and considerate manner at all times.
•Adhering to uniform and presentation standards as per the dress policy.
 
Working Environment:
•Maintain a clear, presentable working area at all times and report all maintenance faults/hazards and cleaning requests to the appropriate personnel.
•Monitor progress to ensure issues are promptly rectified. Escalate to your Supervisor as necessary.

Physical Aspects of Position:
•Constant standing and walking in the building lobby throughout shift
•Frequent lifting and carrying up to 30lbs
•Constant kneeling, pushing, pulling, lifting

Policies and Procedures:
•Adhere to the Company and the building’s policies and procedures.
•Abide by all Security policies and procedures, including access restrictions, Fire and Life Safety information.
Comply with the Reception and Concierge Services Standard Operating Procedures (SOP) Manual and keep up to date with new information issued. Familiarize yourself with the site-specific SOPs. Maintain SOPs as ‘living’ document

KEY COMPETENCIES:
•A genuine sense of hospitality, with a commitment to delivering a memorable experience in all aspects of the Lobby Ambassador role.
•The ability to work under pressure, prioritizing tasks, and juggling many tasks simultaneously, while constantly interacting with visitors in a public environment.
•Excellent listening and oral communication skills.
•Basic computer skills and knowledge of office technology / equipment.
•Punctual, dependable, and dedicated to achieving operational excellence, down to the smallest of details.
•Discreet, ethical, and committed to maintaining a high degree of confidentiality.
•A consistent 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.