Job Description

The Guest Services Ambassador is responsible for the delivery of amazing guest experiences at the Sheppard Mullin Century City office. We’re looking for enthusiastic individuals to create best-in-class reception & hospitality experiences for employees, business clients, community members and interview candidates. Be at the heart of our reputation for extraordinary guest services!

Key Responsibilities

Core functions include:

● Enthusiastically welcome our guests, anticipate their needs, assist with arrival, office orientation, and departure - respond promptly with your personal spirit, however busy and whatever time of day!

● Create memorable experiences with a warm, welcoming personality

● Take initiative to proactively address guest needs and answer questions

● Share your personal passions and knowledge of the area, the office, office services, spaces, and amenities available to guests and help them feel welcome and productive

● Collaborate with team members to communicate trends in guest services and develop best practices and streamlined processes that respond to guests’ needs

● Enjoy multi-tasking at a fast pace while having an impeccable eye for detail to ensure accuracy and efficiency

● Demonstrate confidence, professionalism, responsiveness, and exceptional customer service skills

Additional responsibilities include:

● Track all visitors, including vendors, visiting employees and guests

● Manage parking and vehicle logs and records

● Coordinate security access cards for employees and vendors

● Welcome event guests and assist with visitor badges

● Assist with tracking employee on-boarding/off-boarding processes

● Manage incoming and outgoing courier and other packages or mail as required

● Support the annual management plan by accomplishing key performance indicators

● Perform ad hoc facilities assignments and other tasks as needed

● Monitor the reservation system and room inventory

● Regularly inspect guest rooms and public areas to maintain high cleanliness and presentation standards.

● Handle meeting room prep-work, including setting up spaces (configurations) for meetings

● Disinfect desk and technology, restocking office supplies, and change out name plates for the next user of a hoteling office

● Support VIP and client meetings with meeting supplies, catering requests and room set up. Assist with the following duties: registration, name tags, handout, pads and pens, bottle of water, guest Wi-Fi, etc.

● Utilize checklist to ensure all setups are done to perfection:

» All pens, markers, and writing pads refreshed and room fully stocked (beverages, napkins, etc.)

» Dusting and wipe downs

» Clean all glass surfaces

» All blinds and chairs in perfect alignment and in working order

» All electronics in working order and wires hidden or neatly organized

● Provide real-time support for meetings, checking in with meeting organizers before meetings begin and providing a floor-based point of contact for additional support

Qualifications:

● Experience: Minimum 2 years previous customer service-related experience

● Flexibility: We look for flexibility and positive attitude in managing shifting daily priorities and high volume of guests

● People Person: The best part of serving others is creating experiences for them that go beyond the expected

● Excellent Communicator: Providing amazing experiences requires the ability to communicate professionally and passionately.

● Multi-tasker: Knows how to multi-task while ensuring consistent and elevated guest experiences and accuracy

● Technology and Tools: Proficient in a range of information technology tools and platforms

● Minimal Physical Activity: Ability to perform minimal physical activity such as carrying small packages

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