Workplace Ambassador

Reception And Guest Services Team Member

ISS offers full-time employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program based on employment status. The hourly pay range for this position is $24.00 - $26.00.

The work hours for this position are approximately Mon-Fri, 8:00 am - 4:30 pm.

Key Purpose

The Reception and Guest Services team member works in line with company values to create a seamless service towards all guests and colleagues visiting the facility, they will ensure that all visitors are assisted in a calm, confident, positive and proactive manner at all times. The Reception and Guest Services team member will maintain a strong lobby presence and awareness and will leave all guests with a positive and lasting impression in visitor experiences and excellence.

They will serve visitors by creating a warm, well thought out arrival and onsite visit experience. This is done through:

• Ensuring visitors are on the appropriate visitor lists prior to arrival, providing a warm greeting, welcoming, and directing them appropriately
• Assisting them with visitor access and notifying company personnel of visitor arrival
• Responding to all calls from the building concierge and security team as well as responding to and checking all vm systems including virtual telecommunications system

They will provide an outstanding guest experience, starting with a warm welcome that is continued with curated moments during their visit.

The atmosphere, the service and the welcome are all crucial in creating exceptional first impressions.

Success Criteria

• Develop own skill base in line with agreed appraisal, taking responsibility for increased performance, and ensuring continued self-improvement
• Participate and embrace the development opportunities within group

Key Areas of Collaboration and Influence

• Adopt and support the ONE Boston team mindset, and report to the Food & Facilities Manager
• Communicate and collaborate proactively with workplace colleagues within LEGO & ISS so that information is disseminated effectively and participate in project groups and meetings as required

Ideal Candidate Experience

• 2+ years of operating within a Customer Service environment providing guest hosting and/or concierge/reception services to the highest standard
• Experience working within a Corporate Environment in a concierge, host, or reception role
• Advanced experienced with full Microsoft office suite and business social media platforms
• Aptitude for workplace experience technologies including digital lockers, visitor management systems, and meeting room technologies
• Must be customer focused, organized, and professional and support an engaging and inviting welcome experience every day for our people and guests
• Help drive a positive and engaging environment in the hub by injecting energy, fun and vibrancy through communication and activities
• Work on the continuous improvement of our workplace experience
• Must have ability to work in a team environment & collaborate closely with our colleagues to move throughout the new space and choose
• Must be able to converse with peers and Executives in a genuine, professional and confident manner
• Must possess excellent verbal and written communication skills
• Must possess excellent interpersonal skills
• Must be able to remain calm and effectively communicate with demanding customers

Key Accountabilities

• Welcome visitors by greeting them in person or on the telephone; answering or referring inquiries
• Provide an exceptional Customer Service experience to all colleagues and guests visiting the site
• Ensure guests are greeted courteously and their needs are anticipated at all times
• Direct visitors by maintaining employee and department directories; giving instructions
• Maintain security by following procedures; monitoring logbook; confirming eligibility of visit and access, issuing and tracking visitor badges, tracking visitor counts
• Ensure consistent communication with various departments to allow awareness of all VIP's and guests arriving and leaving the building
• Maintain logs in Planon and other applications
• Ensure that you are able to instantly recognize and greet key customer personnel, executives, and their guests at all times, addressing them by name and proactively maintaining your personal knowledge of any changes throughout the executive and site management teams
• Maintain safe and clean reception area by complying with procedures, rules, and regulations
• Use operational knowledge of the Lobby and Reception to provide swift resolution to any challenges experienced by guests or colleagues, hosting guests to available check in desks where waiting times are expected to exceed the agreed SLA's
• Maintain continuity among work teams by documenting and communicating actions, irregularities, and continuing needs
• Maintain personal awareness of all site and team procedures, embracing and implementing new procedures swiftly when received from Senior Management
• Contribute to team effort by accomplishing related results as needed including letting them know when you have to step away from the desk
• Assist individuals with picking up packages from adjacent mail room when mail room attendant is absent

This role will also support on the onsite experience and support the following activities:

• Support of onsite communications including printed signage, Viva Engage posts, company newsletter, share point site and digital screens and signage
• Space set up and experience planning including the support of high touch guest arrivals and departures for key customers and VIP visits
• Assist individuals with picking up packages from adjacent mail room when mail room attendant is absent

Physical Demands & Work Environment

• Sitting for an extensive amount of time
• Standing for an extensive amount of time
• Must be able to work under pressure and time deadlines during peak periods

HSEQ Compliance: All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.

As a global organization ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and positively influence the market wherever we operate.