Job Description
Experience Ambassador will be part of the Facilities Management team, to drive and increase customer satisfaction. This individual is the go-to-person for all facilities engagement matters.
The team aims to manage the big site with a smaller site approach to establish stronger relationships with the customers. This provides an opportunity for the Experience Ambassador to create an engaging experience to our customer and their guest.
This individual ensure that a seamless consistent level of service is provided at every user touchpoint.
Duties & Responsibilities
Position Overview
We are seeking dynamic Workplace Ambassadors to serve as the face of workplace experience, managing soft services operations and ensuring exceptional employee experiences across locations. This role requires customer-focused professionals who can seamlessly operate between both sites, acting as the primary point of contact for employees while coordinating various soft services to create a world-class workplace environment.
Key Responsibilities
Employee Experience & Engagement.
Serve as primary point of contact for employees across workplace services.
Provide exceptional customer service and resolve employee queries promptly.
Proactively engage with employees to understand needs and gather feedback.
Support new employee onboarding and workplace orientation.
Facilitate employee events, celebrations, and engagement activities.
Maintain a welcoming and professional workplace atmosphere Multi-Location Flexibility Seamlessly operate between locations as required.
Maintain consistent service standards and employee experience across both sites.
Adapt to varying workplace cultures and operational requirements at each location.
Support inter-location coordination and employee transitions Ensure effective communication between site teams and management.
Front-of-House & Reception Services.
Manage reception desk operations and guest services.
Handle visitor registration, access coordination, and escort services.
Maintain professional front-of-house presentation and ambiance.
Coordinate meeting room bookings and space reservations.
Support VIP visits and executive-level guest arrangements.
Ensure lobby and common areas maintain premium standards
Workplace Services Coordination
Coordinate soft services including housekeeping, catering, and maintenance requests
Monitor service delivery quality and address any service gaps
Handle employee service requests through ticketing systems or direct interaction
Coordinate with vendors and service providers for seamless service delivery
Support workplace amenity management (cafeteria, wellness areas, recreation spaces)
Manage workplace announcements and communication dissemination
Space & Environment Management
Monitor workplace utilization and space optimization
Support hot-desking, flexible workspace, and hybrid work arrangements
Coordinate workspace setup for new joiners and relocations
Ensure workplace comfort through temperature, lighting, and ambiance management
Support space planning initiatives and workplace transformation projects
Maintain workplace aesthetics and professional environment standards
Health, Safety & Compliance Support
Support health and safety protocols and emergency procedures
Monitor compliance with workplace policies and guidelines
Assist in evacuation drills and emergency response coordination
Ensure adherence to COVID-19 and health safety measures
Report safety hazards and coordinate corrective actions
Support workplace wellness initiatives and programs
Technology & Digital Services Support
Assist employees with workplace technology and digital services
Coordinate IT support requests and equipment issues
Support audio-visual setup for meetings and events
Manage workplace applications and booking systems
Provide basic troubleshooting for workplace technology
Support digital workplace initiatives and implementations
Administrative & Operational Support
Maintain workplace documentation and service records
Generate reports on employee feedback and service metrics
Support inventory management for workplace supplies and amenities
Coordinate with facilities teams for operational requirements
Handle administrative tasks related to workplace services
Support budget tracking and cost management initiatives
Key skills
Customer Service Excellence
Exceptional interpersonal and communication skills
Strong customer service orientation with problem-solving abilities
Professional demeanour and executive-level interaction capabilities
Ability to handle complaints and difficult situations diplomatically
Proactive approach to employee engagement and satisfaction
Workplace Services Knowledge
Understanding of workplace operations and employee needs
Knowledge of soft services coordination and vendor management
Familiarity with space management and workplace optimization
Understanding of health, safety, and compliance requirements
Experience with workplace technology and digital platforms
Operational Skills
Strong organizational and multitasking abilities
Attention to detail and quality service delivery
Ability to work independently and as part of a team
Flexibility to adapt to changing priorities and requirements
Time management and prioritization skills
Communication & Language Skills
Excellent verbal and written communication in English
Proficiency in local languages (Hindi, Telugu) preferred
Professional presentation and public speaking abilities
Active listening skills and emotional intelligence
Cross-cultural communication and sensitivity
Technical Skills
Proficiency in MS Office Suite and workplace management systems
Basic knowledge of facilities management software
Familiarity with visitor management and booking systems
Understanding of digital workplace tools and applications
Social media and communication platform knowledge
Key Performance Indicators
Employee Satisfaction: Maintain satisfaction scores above 4.5/5.0 for workplace services
Response Time: Address employee queries and requests within 2 hours
Service Quality: Achieve excellence ratings in service delivery assessments
Engagement Metrics: Drive high participation in workplace events and initiatives
Issue Resolution: Resolve 90% of employee concerns at first point of contact
Feedback Implementation: Successfully implement employee suggestions and improvements.
Education & Experience
Bachelor's degree in hospitality, Business Administration, Communications, or related field
3-5 years of experience in customer service, hospitality, or workplace services
Experience In Corporate Environment Or Executive Support Roles Preferred
Background in front-of-house operations, guest services, or employee experience
Experience with multi-location operations is advantageous
