Analytics are greyed out due to low classification confidence (24.0%).
Occupation Type
Buyers and procurement officers
Occupation Code Skill LevelMedium Skilled
Sponsorship EligibilityIneligible for Sponsorship
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Description
Overview
Post Covid, the working world has changed, with visitor and occupier experience at the heart of everything we do. Our Welcome Ambassadors are the first and last impression that people will have with our brand, and the brands of those we provide office space for. In order to attract and retain occupiers and top talent whilst enabling growth within a challenging market, our workplaces have become an ‘experience destination’ in themselves.
Increasing office utilisation is now firmly at the forefront of our client objectives, and our Workplace Experience roles are uniquely positioned to support desirable outcomes. Our ambition at Avison Young is simple – deliver a dynamic, market leading client solution that captures modernised needs, and drives enhanced engagement throughout the entire community in new and exciting ways. We are building for the future, and you will play a huge part in creating brand advocacy whilst delivering excellence for our clients.
It is essential that a positive, memorable experience is delivered to all those walking through our doors. The opportunities available to us connect and engage with our customers in new and exciting ways outside of the traditional receptionist duties make our roles more attractive to those with a passion for service running through them. Avison Young are seeking to create thriving spaces that welcome everybody; informal meetings, social meetings, networking, and relaxation spaces, an
d we want our Welcome Space Ambassadors to be the wow differentiator within them. The role is also key in supporting and promoting our client brand values.
You will be responsible for ensuring every building user is provided with an exceptional experience. This could be provided within a variety of ways and locations; however, this role will predominantly be based out within the lobby floor ready to receive, triage and support incoming customers.
You will own the space around you, demonstrating pride in its appearance. You will constantly seek and implement new ideas, initiatives, and facilities to create a community feel which provides encouragement to others to maximise use of the space. Where available, you will utilise technology to implement an efficient and effective check-in, support onward travel and provide an ongoing experience and community focused service solution, alongside your friendly, informative, and interactive delivery. We want you to push the boundaries of the possible as you seek to provide the best-in-class user experience, always finding the hidden opportunity to surprise and delight our customers.
Our values are inherent to the success of this role. They are more than just words; they are the DNA that drives our culture and define how our people and services exceed expectations. Along with our Behaviours Playbook, they are our ways of working together, delivering for others and our all-round service ethos.
Responsibilities
Provide a user focused service experience that is built on the foundations of exceeding expectations, making each and every visitor and employee feel important and valued
Always demonstrate the behaviours set out in the ‘Behaviours Playbook’
Welcome all users into the building in a warm, friendly, and efficient manner, supporting the onward journey where required
Ensure you are knowledgeable about all occupiers within the building, and strive to build positive relationships with key contacts within each
Liaise with occupier contacts to promote the benefits of available technology to pre-book visitors, and assist with tailored pre-arrival confirmation information and pre-arrival guest services as required
Support efficient check-in of visitors, utilising QR Coding technology where possible to ensure efficient and cost-effective solutions are promoted
Ensure quick communication of visitor arrivals is achieved where automated options are not utilised
Continuously drive relationships and connectivity with all building users to better understand their views on changing requirements, keeping aware of service trends and seeking solutions to introduce them
Utilise appropriate technology to drive communication and community within your space
Use autonomy given to take ownership of the welcome space, taking pride in appearance, and regularly reviewing innovative opportunity the space can accommodate
Promote, manage, and maintain the use of touch down areas within the welcome space as well as other facilities within the building / community as appropriate
Where appropriate, provide waiting visitors with a hot/cold beverage and offer any further support if needed, acting as a representative for, and until they are collected by, their host
Champion a ‘One Team’ approach with other service providers to ensure the service is seamless in appearance to the user
Build and maintain a current, working knowledge of all FOH policies, procedures, systems and tools in order to provide building users with information as required
View all challenges and complaints as an opportunity; seek to resolve the situation in a way that excels expectations, ensuring to escalate to your line manager where required
Be an advocate for change, motivating and supporting others with the introduction of new initiatives
Continuously seek and action feedback on service delivery and opportunity
Play an active role in reviewing, and creating improvement plans from quarterly audit reports
Network with your FOH colleagues around the UK, building relationships and supporting each other
Offer input and perspective at team meetings, demonstrating reason and emotional intelligence
Offer input into the monthly client report, taking ownership of allocated sections as requested
Take an active role in training and supporting new FOH colleagues through their induction period
Attend training courses as required, actively seeking to introduce learnings into everyday service
Take charge of your own development, actively contributing to appraisals and seeking training opportunity
Ensure Health and Safety requirements within your remit are monitored, escalating where appropriate ensuring that you do not endanger yourself or others in your working environment
Ensure compliance (zero tolerance policy) with all Avison Young policies, including but not limited to; GDPR, Bribery, Bullying and Harassment, and unconscious bias.
Participate and assist with client visits and prospective occupier show rounds
To portray yourself as an Ambassador for Avison Young at all times
This job description is not intended to be a complete list of all tasks. Your day-to-day workstreams will include tasks not listed above and it is expected that you will demonstrate a positive, ‘can do’ approach to any other reasonable duties requested of you. It is a live document and will be reviewed and reissued as appropriate in line with any changes to our service requirements.
Qualifications
Exudes passion for service delivery in their character
Has a proactive, motivated, good natured personality
Always communicates in a positive tone
Possesses a very customer focused manner, confident in delivering exceptional services in all circumstances and environments
Has a passion for technology and opportunity to utilise within service delivery environment
Thrives in an environment where providing solutions is key to success, demonstrating creativity to problem solving
Is a change advocate
Forward thinking, and wants to continuously develop the service and themselves
Excellent attention to detail – always seeking to find the hidden opportunity to wow
Team player, supports all colleagues to achieve with a ‘One Team’ focus
Maintains pride in personal appearance, following any guidelines set by the company
Ability to react quickly, and prioritise needs in a fast-paced environment
Previous experience within a service delivery environment similar to hotels, airlines etc and confidence to demonstrate at interview
Previous experience and comfort working with technology in service delivery, and possessing the ability to adapt to new technology as it is launched with confidence to demonstrate at interview
Ability to demonstrate understanding of, and previous experience of delivering, exceptional service at interview
Confident communicator
Competent user of Microsoft Office suite
Fluent written and spoken English
This is not a ‘desk’ based role; you will be expected to be present and mobile within the Lobby area, engaging with building users for the majority of the day
Equal Opportunities
At Avison Young, we are committed to building an inclusive culture that empowers all our employees to thrive, be successful and feel a sense of belonging. Avison Young is an equal opportunity employer and is committed to treating all its employees and job applicants equally. If you are person with a disability, if you are neurodivergent, or if you have a condition that you believe may affect your performanc
e during our selection process, Avison Young will be happy to make reasonable adjustments to our processes for you.
Welcome Space Ambassador | Avison Young │ UK | Hunt UK Visa Sponsors
