Workplace Experience Ambassador

About the role

The Workplace Experience Ambassador delivers an exceptional, hospitality-focused workplace experience across a select portfolio of properties. This client-facing role combines high-touch service, light maintenance, and event support to create a welcoming, professional environment that positively impacts the care and comfort of employees and guests.

Responsibilities

• Serve as the initial point of contact for all employee inquiries, issues, troubleshooting, and feedback related to workplace services, with a focus on enhancing employee and guest comfort and care.
• Execute Ambassador services in alignment with service level agreements, standard processes, professional brand standards, and applicable local laws, rules, and regulations.
• Conduct routine walkthroughs and assessments of soft services to verify compliance with service level agreements, policies, regulations, and performance metrics, ensuring flawless execution and stable service delivery.
• Support data collection, analysis, and reporting activities to align service delivery with client goals and objectives.
• Continuously seek opportunities to improve experience service performance and contribute to achieving and exceeding performance, team, and client objectives.
• Collaborate closely with the broader account team to deliver experience services across business lines such as facility management, engineering, transactions, and projects.
• Aid in managing relationships with third-party vendors and service partners to maximize service quality and consistency.
• Deliver intuitive service by anticipating needs and concerns, consistently working to exceed client expectations.
• Build meaningful, lasting relationships with employees and guests, actively representing workplace culture and values.
• Maintain a strong, visible presence in the workplace by spending a minimum of two hours per day welcoming employees at reception or employee entrances and walking floors to ensure workspaces, conference rooms, mailrooms, and pantries are stocked and well maintained.
• Receive and respond to all service requests or issues within one day of receipt, providing personal follow-up to ensure questions and requests are fully addressed.
• Identify potential risks and escalate issues appropriately to help prevent privacy breaches, security incidents, or disruptions to operations.
• Engage in a culture of continuous improvement and innovation by leveraging business intelligence, contributing to best practices, and participating in process re-engineering and new tool adoption to enhance service efficiency.
• Provide flexible support for client events, including event setup, moving and resetting chairs and desks, and ensuring flawless execution of workplace and training center events.
• Serve as event concierge for training center activities and manage conference room bookings, including resolving scheduling conflicts and ensuring rooms are prepared and presentable.
• Deliver administrative and operational support for soft services, ensuring accurate documentation and smooth day-to-day operations.
• Perform light maintenance tasks and move work, such as furniture adjustments and minor workspace resets, within safe lifting limits and with team assistance for heavier items.
• Adapt to new devices, technologies, and applications used in the workplace to support efficient service delivery.

Essential Skills

• 2+ years of experience in hospitality, property management, or facility management.
• 1–3 years of prior relevant experience in hospitality, facility or property management, operations, and/or knowledge of commercial real estate, preferred.
• Bachelor’s degree or equivalent.
• Demonstrated event support experience, including moving chairs and desks and resetting furniture within safe lifting limits (not exceeding approximately 25 lbs without team assistance).
• Exceptional customer service skills with a strong passion for hospitality and professionalism.
• Strong organizational skills and process management capabilities.
• Proficiency with Microsoft Office tools, including Word, Excel, and Teams.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.
• Highly collaborative approach with strong interpersonal skills and a record of excellent internal and external customer service.
• Ability to work independently with strong prioritization and time management skills.
• Ability to work effectively with diverse teams, including the ability to lead and follow, and to demonstrate respect, cooperation, and accountability.
• Excellent verbal and written communication skills with the ability to communicate clearly and professionally.
• Ability to adapt quickly to new devices, technology, and applications.

Additional Skills & Qualifications

• Experience in a hospitality-focused, client-facing role within a corporate or commercial real estate environment.
• Experience in facility management, property management, or operations supporting workplace services.
• Demonstrated ability to build strong relationships with employees and guests and to serve as a trusted workplace ambassador.
• Experience supporting soft services, including reception, conference room coordination, mailroom, and pantry support.
• Comfort with data collection, basic analysis, and reporting to support service improvements and performance tracking.
• Prominent commitment to continuous improvement and innovation in service delivery.
• Experience coordinating or supporting training center activities and events.
• Track record of proactively identifying and escalating potential risks related to privacy, security, or operations.