Job Purpose We are seeking a highly experienced and dynamic Senior Guest Ambassador to lead the front of-house and security service delivery at City Tower, a flagship high‑rise building in the heart of the city.
This role combines leadership, customer experience, concierge, and security oversight, ensuring a seamless, premium workplace and visitor experience. Acting as the on‑site ambassador, you will lead and inspire a team while maintaining a safe, welcoming, and highly professional environment for all customers, guests, and stakeholders.
Key Responsibilities
* Deliver a 5‑star service, driving standards and ensuring the building operates efficiently, safely, and in line with client expectations.
* Provide operational support across fully managed sites when required, including short‑term cover, resource planning, and hands‑on assistance to ensure service continuity.
* Maintain consistent service delivery standards, ensuring all operational, customer experience, and security expectations are upheld at all times.
* Adapt quickly to different sites and teams, integrating effectively to support business needs and client requirements.
* Manage and monitor all customer deliveries comprehensively, ensuring daily delivery activity remains within agreed capped allowances and in line with site procedures and operational requirements.
* Conduct regular audits of all managed platforms and systems to ensure compliance, accuracy, operational efficiency, and adherence to company standards and procedures.
* Lead, manage, and inspire the Guest Ambassador team.
* Oversee daily operations including shift planning and rota management, and ensure robust shift handovers.
* Provide coaching, training, and development and act as a role model at all times.
* Deliver a proactive 5‑star front‑of‑house experience and serve as the main point of contact for occupiers and visitors.
* Build strong stakeholder relationships and support customer engagement and events.
* Maintain high standards across all spaces and support fully managed practices and procedures.
* Maintain a visible security presence, ensuring compliance with all procedures and systems.
* Oversee CCTV and incident response, conduct patrols, manage health & safety, and lead emergency response.
* Take ownership of the workplace app, including user management, onboarding and off‑boarding of customers, and maintaining accurate access permissions.
* Provide first‑line support for app‑related queries and troubleshooting, ensuring timely resolution of issues and minimal disruption to the customer experience.
* Manage visitor, customer and contractor processes, ensure accurate reporting, oversee key and asset management, work with service partners, maintain SLA standards, and support workplace strategy.
* Assist with budgets and reporting, and promote innovation and added‑value services.
Person Specification
* Experience in a leadership role within security or hospitality.
* Strong customer‑service background.
* Excellent communication skills.
* Professional and organised; calm under pressure.
* Knowledge of security systems.
* IT literate.
Essential Requirements
* SIA Door Supervisor Licence.
* First Aid qualification (or willingness).
* 5 years verifiable work history.
* Flexible approach to work.
Working Hours
Monday to Friday, 07:00 – 19:00.
J-18808-Ljbffr