Hospitality Ambassador

About the role

Customer-facing, onsite role within Site Services responsible for delivering a high-touch, white-glove hospitality experience while ensuring secure campus access in partnership with Security. Acts as the first point of contact in lobbies and supports daily operations impacting a large, high-visibility workforce (12,000+ employees, visitors, and partners).

Responsibilities

• Front Desk / Lobby Operations: Serve as the main point of contact for employees and visitors; provide high-level, professional service with a heart-for-service mindset; handle inquiries, requests, and issues promptly and gracefully.
• Security & Access Management: Partner closely with Security to protect people and assets; manage visitor check-in, badge assignment, and host notifications; ensure strict adherence to access protocols and confidentiality.
• Guest & Service Coordination: Support vendor deliveries (packages, catering, personal items); handle special requests and VIP interactions; provide call center support (phone inquiries).
• Program & Operations Support: Manage programs such as parking placards, Clipper Cards/transportation, and lobby amenities; support multiple lobbies with flex/rover coverage as needed.
• Logistics & Additional Duties: Support gnExpress delivery service (document handling/distribution); maintain lobby supplies; assist with projects and process improvements.

Qualifications

• Bachelor's degree (any field)
• 3–4+ years experience in corporate hospitality or high-end service (luxury hotel, retail, concierge, etc.)
• Strong proficiency in MS Office and Google Suite
• Ability to learn new systems (visitor management, call center tools)
• Valid California driver's license

Key Competencies

• Exceptional customer service / hospitality mindset
• Strong communication and interpersonal skills
• Ability to handle sensitive/confidential information with discretion
• Adaptability and multitasking in fast-paced environments
• Problem-solving / solution-oriented thinking
• Collaboration with cross-functional teams (Security, Legal, Admins, Events, etc.)
• Continuous improvement mindset

Work Conditions

• Fully onsite (5 days/week) in South San Francisco
• Shift options: 7:00 AM–4:00 PM or 8:00 AM–5:00 PM
• Mandatory bi-weekly Thursday meetings (until approximately 6:30 PM)
• Team meetings and safety certification required within 6 months
• 12-month commitment required
• No relocation or remote option