Arrival Ambassador

About Rapport

Rapport is a specialized division of FLIK Hospitality Group focused on all aspects of guest and employee services, meeting and event planning, and conference center management. We foster long-term career development, allowing ambassadors to enjoy comprehensive benefits. Rapport invests in all of its ambassadors, providing individual training and development programs to help them achieve their career aspirations and step into their next big roles. Becoming a Rapport ambassador means joining a global community, collaborating with diverse talents, sharing ideas, and experiencing a unique workplace culture. Your journey with us is more than just a job; it’s a meaningful career.

Job Summary

The Arrival Ambassador is responsible for providing exceptional service to VIP clients from the moment they arrive until they reach their destination within the Company. This is a highly visible role supporting the firm’s initiative in welcoming high-profile clientele, ensuring a smooth and personalized experience, enhancing their overall satisfaction, and reinforcing their commitment to hospitality excellence.

Responsibilities

• Properly greet and handle VIP guests upon arrival with a smile and maintaining eye contact throughout the interaction, following established procedures and coordinating with in-house security as appropriate.
• Address VIPs by name and ensure a memorable first impression.
• Escort guests to their designated areas or meetings within our premises, providing personalized assistance and ensuring their comfort throughout the journey.
• Register all guest activity and liaise with other centers on visitor processing.
• Anticipate guest needs and proactively offer assistance and fulfill special requests.
• Act as an overall hospitality services resource, providing information on amenities within the building, transportation, neighborhood amenities, and organizational FAQs.
• Maintain clear and effective communication with internal teams to coordinate guest arrivals, special arrangements, and any specific requirements.
• Collaborate with event coordinators, events management, and other departments to ensure seamless guest transitions and operations.
• Build rapport and establish positive relationships with VIP guests, demonstrating a genuine interest in their comfort and satisfaction.
• Handle guest inquiries, feedback, and concerns promptly and professionally, striving to exceed expectations and resolve issues effectively.
• Adhere to established security protocols and confidentiality guidelines when handling VIP guest information to maintain a secure environment.
• Troubleshoot a wide variety of requests and situations, both for guests and for internal stakeholders.
• Answer VIP requests in a friendly, professional manner, take messages with accuracy, and appropriately handle or refer questions and requests.
• Implement established security policies and procedures regarding arriving and departing VIP clientele.
• Manage all activity in the internal visitor processing system.
• Communicate requests to the appropriate internal support departments (e.g., building maintenance, IT).
• Have a thorough understanding of emergency procedures and be prepared to carry out designated tasks in the event of a fire or other emergency.
• Adhere to uniform and grooming policies.
• Gain an understanding of the company culture and key areas of activity, creating “transparency”.
• Assist with coverage in other locations as needed and adhere to flexible schedules to meet business demands.
• Participate in daily, weekly, and monthly meetings.
• Abide by the “20 Second Rule” and notify the manager on duty of any occurrences.
• Take on additional duties as assigned.
• Follow protocol for personalized email confirmations and internal correspondence.

Additional Responsibilities

• Cross-train in conference centers and Trading Floors to provide coverage and support during PTOs and sick call-outs.
• Learn the EMS reservation system to assist with room bookings and re-confirmations while covering conference centers and Trading Floors.

Key Competencies

• A genuine sense of hospitality, with a commitment to delivering the Platinum Service® Standard in all aspects of the Arrival Ambassador job.
• The ability to work under pressure, prioritizing tasks and juggling many jobs simultaneously, while ensuring a seamless experience for VIP guests.
• Excellent listening and oral communication skills with the ability to interact professionally with high-profile clients and stakeholders.
• Basic computer skills and knowledge of office technology/equipment.
• Punctual, dependable, and dedicated to achieving operational excellence, down to the smallest details.
• Strong organizational abilities and attention to detail, capable of managing multiple tasks and prioritizing effectively.
• Knowledge of local attractions, amenities, and services to provide accurate information and enhance the guest experience.
• Discreet, ethical, and committed to maintaining a high degree of confidentiality.
• A consistently professional approach, with a mindset to take ownership and responsibility within and outside one’s job domain.
• Two to three years of experience in a client service/reception position within a hospitality or corporate environment.

Physical Job Requirements

• Ability to stand for extended periods of time, including escorting clients between multiple floors and conference centers.
• Ability to go up and down stairs.
• Occasional bending and stooping.
• Frequent talking and hearing - fluent in English language communications.

Key skills/competency

• Client Service
• Hospitality
• VIP Guest Relations
• Communication Skills
• Problem-Solving
• Attention to Detail
• Professionalism
• Confidentiality
• Organization
• Time Management