Job Description

Job Title: 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 journey To host the main reception area energising the space and creating lasting impressions To provide an information service for the local area and liaise as a point of contact between clients and hosts, enhancing service with a concierge approach Fluency of both internal and external VIPs to constantly recognise and deliver service excellence Communication between team members to ensure smooth transitions throughout the building Liaising with PA/EA teams, clients & visitors and providing excellent customer service - creating "wow" moments when the opportunity arises Complimenting the Vgreet mobile reception technology with service by anticipating visitor needs, following up with clients and ensuring client expectations are met and where possible exceeded Ensure that the visitor and client spaces are immaculate at all times, taking ownership of the space and reporting issues appropriately Proactively deal with enquiries and requests in person, via the telephone or email, in a timely and professional manner Continually develop expertise of business operation and client knowledge to exceed in service delivery Using empowerment for problem resolution whilst enhancing visitor and client experience Ensure 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 hub Communicate effectively with peers and the management team, displaying accuracy and attention to detail both in verbal and written communication Maintain a strong awareness of business activity communicating all updates with team members Communicate to the Guest Services Team Leader/Supervisor any new / ongoing / potential issues and complaints so that they are addressed accordingly Support the training of new Guest Services team members Liaising with other departments, namely security, facilities, and hospitality services Ensure 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 times Adhere to uniform and presentation standards as per the personal appearance guidelines Taking ownership of guest services responsibilities to constantly develop service standards

Person Specification/Requirements

At least 1 year of experience within a Front of House role in a corporate environment, 5-star hotel, members club or flagship airline Self-motivated individual committed to service excellence Possesses an operational knowledge of all reception services and standard operating procedures, together with in house meeting reservations procedures, and other internal/external communication methods Ability to demonstrate empathy, excellent customer service and practical skills Skilled in guest/client service and confident in striving for excellence Operational knowledge of all reception services and standard operating procedures Must have excellent organisational skills and good attention to detail Must be computer literate including MS office Ability to use own initiative and takes ownership Professional and high standard telephone etiquette Should have an excellent and positive "can do attitude" and a great team player and supporter Able to work in a busy and pressurised environment providing a discreet and personalised service.

From time to time the company may require you to work at other sites, on projects, company development, site visits or similar. You will also positively represent the Company at all times along with being present in the workplace at critical times of operation.