Job Description

Workspace Experience Ambassador (Part Time)

The role of Workspace Experience Ambassador is to ensure the highest levels of client, colleague and visitor experience and care. To consistently deliver service excellence and drive to provide seamless colleague experience, and all floor duties are attended to, adding value at every opportunity. The workspace ambassador should be self-motivated individual who has an instinctive customer centric approach that anticipates our client colleagues & visitor needs and lives the Customer Experience Vision:


"We pledge to create exceptional, memorable experiences for Client colleagues and visitors."


The role of Workspace Ambassador is based across all colleague areas around the building and meeting room floors to ensure each meeting room and colleague space is attended to (up to 20 meeting rooms per floor) and guests are hosted to their meeting rooms. As the Workspace ambassador for our HSBC colleagues and partners. Your role will be a hybrid approach across all levels at HSBC Global headquarters promote service excellence for visitors and a community feel within the workspace environment while taking ownership of workplace facilities.

Working hours/pattern

Core service hours of Workspace Ambassador are 07.00-18.00. These hours are covered by the team on a shift rota basis, working Monday to Fridays, 40 hours per week.

Key responsibilities

Colleague Experience

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. 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.

Service Excellence

Ensure that the visitor and colleague spaces are always immaculate, 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 Support events and promote activities that bring together employees from across different teams within the business. Immerse yourself within the work profile of each business and which workspace features are most critical to their business success. Adaptable to work throughout the Colleague Experience operation. Effectively communicate to the senior 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 other teams whilst building strong and lasting relationships. Escalate any new / ongoing / potential issues and complaints to the UK Workspace Experience Lead so that they are addressed accordingly. Ensure all Workspace Ambassador procedures are always adhered to.

Workspace

Operation and Communication

Adaptable to work with a hybrid approach throughout the workspace operation including main building reception and internal spaces. 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. Liaising with other departments, namely security, facilities, and hospitality services Be a promoter of Workspace technology, encourage colleagues to use online reporting of faults/requests and engage with CRE via the workspace app. Be the "go-to" person for all workplace matters; answer questions and deliver effective solutions (utilising stakeholder network) Ownership of meeting rooms including in room technology (triage and first line fix), escalating where specialist technical support is required. Establish relationships with key stakeholders across the workspace teams. Become an effective bridge point between the business units, local/regional CRE and the HSBC end-user colleagues. Support orientation of new staff as well as aiding staff visiting from other offices Be aware of any changes occurring within each business. Oversee the behaviours and etiquettes in the workspace through ongoing monitoring, engagement, and communications with the various teams to ensure alignment to Openwork principles. Support our facilities Management team in responding to internal workplace issues including at workstations, meeting rooms, communal areas, etc. Undertake smart space analysis and general observations to understand key peak periods, down times, and broader behaviours in the workspace. Ensure Security and Health and Safety procedures are always adhered to.

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 workspace experience 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 workplace 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. Ability to use own initiative and takes ownership. 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.


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