Lobby Ambassador Supervisor

Description

• Supervise, coach, and develop Lobby Ambassador team members through regular performance evaluations and improvement planning
• Conduct regular site walks to observe service delivery, provide real-time coaching, and ensure adherence to service standards
• Onboard new team members and deliver ongoing training programs to enhance skills and maintain expertise in local amenities
• Coordinate with facilities management and internal teams to ensure seamless service delivery across all departments
• Serve as primary escalation point for complex guest service issues and customer complaints requiring supervisory intervention
• Create and manage staff schedules across all shifts while tracking absences and arranging coverage to maintain service continuity
• Prepare matrix reports on team performance, guest satisfaction, and operational metrics while managing budget considerations

Requirements

• Extended periods of standing during team meetings and guest interaction oversight
• Flexibility to work various shifts and respond to changing operational needs
• Multi-tasking in fast-paced supervisory environment with shifting priorities
• Knowledge of hospitality industry standards, best practices, and service excellence principles
• Background in facilities management coordination or corporate workplace services
• Demonstrated problem-solving abilities and conflict resolution skills for handling escalated issues
• Additional language skills to support diverse client and guest populations
• Experience with reporting tools, data analysis, and performance metrics tracking
• Excellent organizational and time management skills for workforce management and scheduling coordination
• Minimum 3-5 years of supervisory experience in customer service, hospitality, or related field
• Travel up to 20% for training, meetings, or multi-site coverage requirements
• Advanced written and verbal communication skills with fluency in English required
• Proficiency in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, Outlook) and scheduling software
• Previous experience managing teams in client-facing hospitality or corporate services environment
• Experience with employee onboarding, training program development, and performance coaching
• Ability to work various shifts including evenings, weekends, and holidays as operational needs require
• Familiarity with budget management and overtime coordination in service-oriented operations
• Strong leadership skills with proven ability to motivate, develop, and manage team members effectively
• Regular walking throughout facility during site observation and coaching activities

Benefits

• Professional office environment with frequent interpersonal interaction and team management responsibilities

Training + Development

Interview process

Visa Sponsorship

Security clearance