Lobby Ambassador

Responsibilities

• Serve as the primary lobby point of contact, greeting employees, tenants, visitors, vendors, contractors, and guests.
• Deliver exceptional hospitality and customer service while balancing access control, security, and safety requirements.
• Operate visitor management, access control, radio, surveillance, and related security systems in accordance with site procedures.
• Verify visitor registration, identity, authorization, credentials, escorts, host notifications, and VIP or Executive Leadership procedures as required.
• Maintain situational awareness, monitor lobby activity, identify suspicious behavior or unauthorized access attempts, and report security concerns immediately.
• Respond to incidents, emergencies, safety issues, and operational concerns, including notifying supervision, client management, ESOC, emergency services, or first responders as appropriate.
• Follow site-specific emergency response protocols and assist with evacuations, accountability, emergency communications, responder access, and post-event documentation.
• Support facility operations by conducting assigned inspections, observing hazards or maintenance concerns, maintaining entrance security, and communicating issues promptly.
• Aid occupants with directions, information, wayfinding, service requests, and general inquiries while demonstrating patience, empathy, inclusion, and customer care.
• Maintain accurate, factual, and proprietary records, reports, visitor information, incident documentation, and daily activity or shift reports.

Qualifications

• Must possess one or more of the following:
• Must possess a high school diploma or equivalent, or five (5) years of verifiable work experience.
• Licensing requirements are subject to state and local laws and regulations and may be required prior to employment.
• Minimum of three (3) years of experience in a front-facing customer service role.
• Minimum one (1) year of security experience.
• Excellent oral and written interpersonal communication and customer service skills.
• Attention to detail and situational awareness.
• Ability to work independently with little supervision.
• Ability to multi-task, prioritize, and manage time effectively.
• Ability to assess situations and make sound decisions.
• Intermediate computer skills and ability to utilize technology platforms.
• Ability to handle both common and crisis situations efficiently.

Preferred Qualifications

• Prior military or law enforcement experience.
• Hospitality, concierge, executive reception, or customer experience background.