Floor Ambassador

Job Title: Floor Ambassador

Reports to: Client Services Manager and/or Client Director

Job Overview:

The Floor Ambassador will help to elevate the office experience by providing personalized, client-centric services and administrative support. The individual will work proactively with Experience Team to provide curated experiences, general office support and hospitality services.  This team member will serve as a “one-stop shop” and ensure all requests are completed to client specifications. This person is the warm welcome and fond farewell, creating memorable experiences for our client and clients’ guests.

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.

Duties and Responsibilities:

Client Engagement:

• Greets and welcomes clients, and guests with a friendly and professional demeanor.
• Fosters positive relationships with clients, understanding their unique needs and preferences.
• Proactively engages with clients, offering assistance and ensuring their comfort and satisfaction throughout their day.
• Creates and maintains client preference profile book for personalized service points.
• Executes on surprise and delight programming where applicable helping mold the office culture.

Office Services Coordination:

• Acts as the central point of contact for clients, managing their requests and coordinating various services efficiently.
• Monitors and maintains client service requests, ensuring timely follow-up and resolution.

Concierge Services:

• Provides information on local amenities, restaurants, transportation, and other services to meet the client's needs.
• Assists with arranging transportation and accommodation for clients when necessary.
• Facilitates restaurant reservations, transportation services, and local experiences tailored to clients' preferences.

Event and Catering Support:

• Coordinates catering services for client meetings and events, ensuring a high level of service and presentation.
• Assists in planning and executing special events, including setup, decorations, and guest management.

Workspace Management:

• Performs regular floor walks to ensure floor supports are well-stocked and all common areas are clean and orderly.
• Prepare and maintain offices and other workspaces for new hires, office moves, and departures. Maintains checklist of details that need to be addressed for all visitors. Follow up with each function to ensure all details have been handled.
• Install office signage for new employees, visitors, and others
• Have a thorough knowledge of departmental and Firm procedures. Follow all policies and guidelines.
• Meets and gives direction to evening contractors as needed under overall direction of the Office Manager or Client Services Supervisor
• Ensures all printers are functioning, stocked with paper and all unclaimed print jobs are secured or discarded per office policy.
• Ensures common areas are neat, organized, and welcoming, including the reception area and client lounges.
• Monitors and restocks supplies, such as beverages and reading materials, and ensure a well-maintained ambiance.
• Hand delivers office supplies to client desks.
• Provides clients support for document production and fulfillment needs- i.e., copy, print, and scanning.

Feedback Collection:

• Solicits and gathers feedback from clients to continuously improve the client experience and services.
• Analyzes feedback data to implement improvements and enhance client satisfaction.

Emergency Response:

• Is familiar with emergency procedures and be prepared to guide clients and guests in the event of an emergency.
• Acts as a point of contact in emergency situations, ensuring clients' safety and well-being.

Services Encompassed by the Floor Ambassador:

ReceptionServices / Hello Host:

• Provices warm and professional greetings.
• Assists with coat check and luggage storage.
• Escorts guests to their destination.

Curated Experience:

• Advocates for employee wellness
• Is a catalyst for accelerating workplace energy.
• Is a connector of colleagues and departments.
• Is creative and spontanious surprise and delight experiences

Conference Room Services:

• Provides reset services to ensure a meeting space is returned to its organized, functional, and clean state after each use.
• Straightening and arranging chairs and tables to a standard layout.
• Clearing whiteboards and erasing any written content.
• Removing leftover trash, bottles, and dishes.
• Restocking office supplies like markers and paper.
• Decluttering the room of any personal belongings or misplaced items.
• Wiping down surfaces like tabletops and shared equipment. 

Workspace Management:

• Maintenance clean, organized, and well-stocked common areas.
• Oversees beverage and snack services.
• Coordinates cleaning and maintenance services as needed.

Technology Support:

• Delivers basic support that includes troubleshooting for network connectivity, auxiliary supplies, and coordinating and collaborating with local IT department to provide advanced support.

Client Engagement:

• Builds positive relationships with clients.
• Anticipates and exceeds client needs.
• Has personalized client recognition and special amenities.

Qualifications:

• High school diploma or equivalent is required. Associate or bachelor's degree preferred, in hospitality a plus.
• Proven work experience in a client-facing role in a corporate or hospitality setting.
• Strong communication, interpersonal, and problem-solving skills.
• Professional appearance and demeanor.
• Ability to maintain confidentiality and discretion.
• Tech-savvy with the ability to adapt to various software and systems.
• Flexibility to work in a fast-paced and dynamic environment.
• Customer service or hospitality certification is a plus.

• Ability to be creative, problem solve and deliver strong results.
• Self-motivated, organized, and proactive.
• Strong organizational and collaboration skills.
• Ability to effectively prioritize and executes under pressure.

• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required.

Physical Demands:

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).
• Ability to lift or move 40 lbs. or greater frequently.

Travel: None or Negligible

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About SPS:

SPS is an award-winning employer of choice offering innovative Enterprise Workplace Solutions and Technology Business Solutions to our clients throughout North America including many Fortune 500 companies.  A career with SPS includes a robust onboarding and training program to help you unlock your career path possibilities.

In North America, our services include office services such as reception/lobby concierge, mail center, and conference room management in addition to document processing services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, legal, insurance, technology, higher education, advertising, and other professional services, including many Fortune 500 companies.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity, and diversity. SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by law.

We encourage candidates to review all our job listings and learn more about SPS at our company website www.spsglobal.com.

SPS. The Power of Possibility.