To act as the guardian of our clients brand across their buildings, setting, agreeing and continuously elevating service and presentation standards, and ensuring they are rigorously implemented on every site. The Brand Ambassador works at portfolio level shaping standards with our client, supporting training and coaching, and objectively checking that each building consistently delivers the agreed Signature experience.
Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.
Key Responsibilities
1. Brand Standards & Client Interface
* Lead the definition and periodic refinement of the clients service and presentation standards (Signature Standard) across all buildings.
* Work directly with the client to translate their brand values into practical, measurable standards, SOPs and checklists for on-site teams.
2. Implementation Across Buildings
* Conduct regular site visits and walkarounds to verify that standards are being applied consistently.
* Work with Property Managers and on-site teams to close any gaps between the standard and day-to-day practice, with clear, time-bound actions.
* Ensure that any changes to standards (e.g. new amenity expectations) are communicated and embedded across the portfolio.
3. Training, Coaching & Feedback
* Design and deliver focused training sessions on service behaviours, front-of-house standards and the clients brand ethos.
* Use structured feedback (observation notes, photos, simple scoring) to support constructive, practical coaching rather than subjective commentary.
* Input into induction programmes so new starters understand the clients brand expectations from day one.
4. Monitoring, Audits & Continuous Improvement
* Track trends in audit results, resident feedback and complaints/compliments to identify systemic issues and best practice.
* Produce concise reports and recommendations for both the client and internal teams on how to enhance brand delivery.
5. Collaboration with Operations
* Work closely with Operations, Property Managers and Concierge Leads to balance brand standards with operational and budget requirements.
* Input into service briefs for soft services (cleaning, security, FOH) to ensure expectations align with brand standards.
Skills, Experience & Profile
* Strong background in premium hospitality or luxury residential, with clear exposure to brand or service-standards roles.
* Proven ability to set standards, observe performance objectively and give clear, actionable feedback.
* Confident working with senior client stakeholders while also being credible with on-site front-line teams.
* Excellent communication and facilitation skills; comfortable leading training sessions and workshops. xsngvjr
* Collaborative, with a genuine desire to help teams succeed rather than simply inspect.