Job Title: Workplace Experience Ambassador
Reports to: Workplace Experience Supervisor, Client Services Supervisor or Client Director
Job Overview:
The Workplace Experience Ambassador will help to elevate the office experience by providing personalized, client-centric services and administrative support. The individual will work proactively with Experience Team to provide curated experiences, general office support and hospitality services. This team member will serve as a “one-stop shop” and ensure all requests are completed to client specifications. This person is the warm welcome and fond farewell, creating memorable experiences for our client and clients’ guests.
Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.
Duties and Responsibilities:
Client Engagement:
• Greets and welcomes clients, and guests with a friendly and professional demeanor.
• Fosters positive relationships with clients, understanding their unique needs and preferences.
• Proactively engages with clients, offering assistance and ensuring their comfort and satisfaction throughout their day.
• Creates and maintains client preference profile book for personalized service points.
• Executes on surprise and delight programming where applicable helping mold the office culture.
Office Services Coordination:
• Acts as the central point of contact for clients, managing their requests and coordinating various services efficiently.
• Monitors and maintains client service requests, ensuring timely follow-up and resolution.
Concierge Services:
• Provides information on local amenities, restaurants, transportation, and other services to meet the client's needs.
• Assists with arranging transportation and accommodation for clients when necessary.
• Facilitates restaurant reservations, transportation services, and local experiences tailored to clients' preferences.
Event and Catering Support:
• Coordinates catering services for client meetings and events, ensuring a high level of service and presentation.
• Assists in planning and executing special events, including setup, decorations, and guest management.
Workspace Management:
• Performs regular floor walks to ensure floor supports are well-stocked and all common areas are clean and orderly.
• Ensures all printers are functioning, stocked with paper and all unclaimed print jobs are secured or discarded per office policy.
• Ensures common areas are neat, organized, and welcoming, including the reception area and client lounges.
• Monitors and restocks supplies, such as beverages and reading materials, and ensure a well-maintained ambiance.
• Hand delivers office supplies to client desks.
• Provides clients support for document scanning.
Feedback Collection:
• Solicits and gathers feedback from clients to continuously improve the client experience and services.
• Analyzes feedback data to implement improvements and enhance client satisfaction.
Emergency Response:
• Is familiar with emergency procedures and be prepared to guide clients and guests in the event of an emergency.
• Acts as a point of contact in emergency situations, ensuring clients' safety and well-being.
Services Encompassed by the Workplace Experience Ambassador:
Reception Services / Hello Host:
• Provices warm and professional greetings.
• Assists with coat check and luggage storage.
• Escorts guests to their destination.
Curated Experience:
• Advocates for employee wellness
• Is a catalyst for accelerating workplace energy.
• Is a connector of colleagues and departments.
• Is creative and spontanious surprise and delight experiences
Concierge Services:
• Recommends and assists with local activies and arrangements.
• Provides transportation and accommodation assistance.
Workspace Management:
• Maintenance clean, organized, and well-stocked common areas.
• Oversees beverage and snack services.
• Coordinates cleaning and maintenance services as needed.
Technology Support:
• Delivers basic support that includes troubleshooting for network connectivity, auxiliary supplies, and coordinating and collaborating with local IT department to provide advanced support.
Client Engagement:
• Builds positive relationships with clients.
• Anticipates and exceeds client needs.
• Has personalized client recognition and special amenities.
Qualifications:
• High school diploma or equivalent is required. Associate or bachelor's degree preferred, in hospitality a plus.
• Proven work experience in a client-facing role in a corporate or hospitality setting.
• Strong communication, interpersonal, and problem-solving skills.
• Professional appearance and demeanor.
• Ability to maintain confidentiality and discretion.
• Tech-savvy with the ability to adapt to various software and systems.
• Flexibility to work in a fast-paced and dynamic environment.
• Customer service or hospitality certification is a plus.
• Ability to be creative, problem solve and deliver strong results.
• Self-motivated, organized, and proactive.
• Strong organizational and collaboration skills.
• Ability to effectively prioritize and executes under pressure.
• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required.
Physical Demands:
• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).
• Ability to lift or move 40 lbs. or greater frequently.
Travel: None or Negligible
Other Duties:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
WHAT WE OFFER
Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!
We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.
About SPS
SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe.
In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies.
SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.
At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.
SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by law.
To view our privacy policy, click on the link below:
SPS-North America Privacy Policy
