LOBBY MANAGER

Job Summary

Working as a Lobby Manager will allow you the opportunity to work with GREAT people like yourself!  You will be surrounded by people who are passionate about what they do and share in our belief in the quality value of delivering superior hospitality to our premier client.
The Lobby Manager will be responsible for setting the tone and the elevated standards for all Lobby Ambassadors in their locations to engage all Clients, Guests, Vendors, and Employees who enter the lobby and reception center, and will display an energetic, friendly, and approachable leadership demeanor at all times.

Job responsibilities 
•Responsible for leading and supporting every Lobby Ambassadors so they have the proper tools, training and understanding of how to be fully engaged in greeting guests and visitors with enthusiasm and ultimately, creating a remarkable experience. 
•Responsible for understanding and implementing firm’s Hospitality SOPs by engaging in weekly trainings with all building personnel
•Track and annotate hospitality trainings with building personnel for review with General Manager and Clients.
•Responsible for creating and managing the daily/weekly schedule assuring appropriate coverage during breaks and call outs.
•Coordinating with local General Manager to assure proper daily coverage as required.
•Responsible for leading Daily Stand Ups in accordance to established standards.
•Responsible for recording and tracking associate hours to assure proper payroll processing. 
•Performs as the “on the floor” leader of the Lobby Ambassador team.
•Responsible to effectively communicate any account or location-specific details pertaining to Lobby Ambassadors. 
•Actively participate in weekly/monthly meetings as needed.
•Assures that all new associates receive proper onboarding materials and training programs as required.
•Executes all duties of a Lobby Ambassador 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 memorize 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 
•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 uniform standards.
•Ability to memorize FAQ‘s and speak knowledgably about the building, surrounding areas, transportation, local restaurants, and Local ‘happenings’.
•Assisting the General Manager with recruitment and onboarding. 
•Monitored and approved payroll which includes tracking sick and vacation time.
•Creating a weekly schedule and managing daily tasks to ensure proper coverage in all desks.
•Responsible for team’s professional development and succession planning. 
•Other duties as assigned.

Long Description

Key Competencies
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 General Manager 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 with support vendors and staff to ensure seamless escorting process including security, engineering, facilities and FLS.
•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. 

Building and History Knowledge
•Maintaining basic knowledge of history of building and surrounding areas.
•Maintaining basic knowledge of shops, restaurants, and attractions.

Personal Presentation and Responsibilities
•Always maintaining a professional, polite, and considerate manner.
•Adhering to uniform and presentation standards as per the dress policy.

Working Environment
•Maintain a clear, presentable working area 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
•Physical aspects of the position include but are not limited to the following: 
•Constant standing and walking in the building lobby throughout shift
•Frequent lifting and carrying up to 30lbs
•Constant kneeling, pushing, pulling, lifting
•May be required to cover Exterior Lobby Host breaks/shifts where applicable, as needed.

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 Lobby 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.