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OverviewThe Workplace Experience Ambassadors' primary goal is impacting the care and comfort of employees. They will know the employees on a first name basis as well as their "delight" preferences. They will liaise closely with the engineering and operations team to ensure the space is visually and environmentally comfortable for the employees. Ambassadors solicit customer feedback through face-to-face interactions leaving the customer with the feeling that they are personally being cared for. They will be in touch with hot issues disrupting the office and act as the point communication to all impacted. This team will bridge the gap between operational excellence and personalized customer experience increasing productivity for the client's team.ResponsibilitiesThe role of the Ambassador is to deliver an integrated experience, be a community manager. The Ambassador will be the primary point of contact for employees for onsite support services and responsible for effecting a positive experience across the workplace.Employee & Visitor ManagementProvide a welcoming approach to all visitors, accommodating the visitors, identifying the host, and facilitating collection.Provide employees or visitors with a clear and comfortable understanding of the rules governing access to host or the buildingCustomer AssistanceEnsure smooth, safe, and continuous operations in the workplaceDaily site inspections of floors and conference/meeting rooms – monitor and oversee area to ensure shared spaces (conference rooms, break rooms, etc.) are stocked, maintained, and appropriately utilizedCoordinates with engineering and operations, print, food services, custodial staff, IT and 3rd party vendors, as neededMaintains conference rooms for cleanliness, assists with setup as neededAssist and advise employees on the best use of workplace and equipment. (AV, Wi-Fi, focus rooms).Submit SNOW tickets on behalf of employees for any IT community issues to ensure repairs are completed, ex. PrintersAct as host and role model while facilitating the interaction of the community"Show me you know me" mentalityDrives behavioral changes needed to support new way of working (hoteling etiquette, etc.)Create engaging communications and training materials that drive experienceCapture community feedback and usage analytics to provide actionable insightsMonitors space utilization and runs reports as neededPerforms pulse surveys of occupantsPerforms regular audits and assessments of the workplaceWork Order SystemAmbassador is expected to proactively enter >80% of work orders, following the account specific work order processSite audits/inspections are to be completed to ensure the space is functional, visually & environmentally comfortable, well stocked & maintainedWork order resolution should be provided to clients within the agreed SLAsIf resolution is not possible within the SLA. The ambassador should provide acknowledgement or receipt and provide an update as soon as possibleExperience & QualificationsAt least 2 years of experience of working within a dynamic workplace environment in corporate or hotel settings.French and English speaker, good level written & oral communications skills.Understanding of health, safety and environmental standardsExcellent interpersonal, communication and organizational skillsPassionate about customer experienceAbility to multitask and to manage multiple projects effectively
