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Experience Ambassador
3 weeks ago
The primary objective of this role is to provide exceptional customer experiences that foster loyalty and satisfaction among guests and occupants in the building.
Responsibilities- Deliver a warm and personalized welcome to all guests, establishing meaningful relationships and implementing thoughtful gestures that enhance their experience.
- Own and drive the customer experience strategy, ensuring spaces are maintained to the highest standards of cleanliness, comfort, and aesthetic appeal.
- Develop biophilic design strategies to promote occupant health and wellbeing, improving air quality and defining zones for different purposes.
- Source cost-effective finishing touches from local social enterprises to add a personal touch.
- Ensure attention to detail in signage, user interface, wallpaper, and digital displays.
- Demonstrate excellent communication skills to ensure service partner staff are customer-centric.
- Establish trust with tenants/occupiers through empathetic understanding of their needs and preferences.
- Regularly review building amenities and engage with occupants through meetings and surveys to identify changes in requirements.
- Take a customer-centric approach, considering their needs when identifying opportunities for improvement.
- Challenge conventional norms and processes that impact customer experiences, developing innovative solutions.
- Identify initiatives such as lunchtime activities or social events that enhance community engagement.
- Install and maintain community boards to showcase local amenities and services.
- Liaise with other ambassadors across the network to share best practices and explore new services.
- Populate the customer contact platform and actively use it to provide occupants with useful building information and insights.
- Create and manage content for the building's social media channels on Instagram and LinkedIn.
- Use social media to promote local food and beverage options, offers, and menus.
- Maintain the building's website and collaborate with the appointed design agency to ensure it remains engaging and user-friendly.
- Present analytics for the digital layer.
- Manage content on digital screens and liaise with the provider to host content.
- Ensure emails and formal communications reflect professionalism and personality.
- Implement and uphold the social media policy.
- Ensure all customer data held by the building management team is GDPR compliant.
- Encourage use of the customer feedback function.
- Ensure the highest standards of management, maintenance, and service are maintained, focusing on hard services and contractors.
- Assist the facilities manager in administrative duties such as preparing audit inspection forms and reports.
- Exhibit MAPP values and self-management skills, including initiative, proactivity, meeting deadlines, embracing change and technology, and engaging with the big picture.
- Deliver great service, working in partnership with internal and external individuals and communicating effectively in written and verbal formats.
- Achieve results and prioritize work efficiently.
- Develop innovative solutions and problem-solving skills.
- Develop yourself and others, demonstrating a willingness to learn and grow.
