Director of Gest Services and Community Ambassador

Director of Guest Services and Community Ambassador is responsible for coordinating the work of themselves and the workgroup to deliver the highest standards in service and consistently maintaining customer satisfaction, ensuring
the space is optimized, onsite meeting & event requests are fulfilled in a timely/efficient manner. Deliver a timely and clear operational update. Collaborating with Workplace Services (Client) on daily delivery basis and assist the client on other initiatives to elevate the workspace experience. Plan
experienced based events and liaison with external vendors.

REQUIREMENT:
Core Functions - Community Ambassador
Develop and assist with a collaborative environment amongst workplace members through events and personal introductions.
Event Planning - Ability to curate small and large events which are directed
to enhance workplace productivity and offer an experience-based
workplace.
Regular meetings and presentations with the Client.
Proactively act as the first point of Sales for Rapport Services Growth within
the account.
Basic Financial Budgeting and forecasting knowledge.
The ability to successfully manage, motivate team members to exceed goals
and objectives
The ability to tailor and execute actions plans
Track industry related workplace trends and suggest innovative strategies to
the client to enhance user experiences.
Effectively solve space or amenities related issues to ensure an elevated user
experience.
Has previously manage a large team size.
Guide and coach all Rapport ambassadors to deliver unique guest
experience.
Knowledge of EMS or any other Space Management Tool is preferred
Observe floor operations, user behaviors and suggest strategic changes to
continue enhancing the experience on the floor.
Experience in HR policies and Payroll is preferred.

Core Functions; Guest Services
Encourage GRO team to work towards service excellence by achieving a consistent, premium service level during every client encounter.
Demonstrate and reinforce the highest level of these standards, providing the required leadership to sustain commitment from the team.
Work with Head of Operations in scheduling daily work roster to ensure the most effective operation of the GRO Concierge desk.
Identify new initiatives for improving service standards and work with Guest Services Manager to ensure all staff are trained accordingly.
Assist Guest Services Manager to enforce all appropriate personnel policies, security, and safety procedures.
Monitor the performance of GRO team providing feedback to Manager.
Collaborate with the Conference Planning team multi-tasking by working as a Planner on-site when assistance is required.

RESPONSIBLITIES:
Ensure space optimization practices, tools and processes are updated and operating accurately; conduct quality assurance checks
Deliver and train white glove service delivery to all; elevated attention to high level guests and meetings; influence and build skills in team members to maintain service standards
Coordinate day ahead team reviews, and daily activities to ensure timely, accurate completion of tasks
Escalation points for service delivery breakdowns, issues, customer feedback; resolve issues and ensure follow through, engage leadership when necessary
Oversee and assist with integration of new team members
Facilitate/support events as appropriate
May serve as point of contact for external vendors/service providers
Catering set-up knowledge & SERV Safe Certified preferred.
Other duties as required.