Job SUMMARY

• Be Responsible for the operation of Ambassador team. Be the major communication source throughout the Campus and provide ultimate services for both our athletes and employees. Assist the Experience Manager in the operation of the Athlete Experience, reach athlete satisfaction, associate satisfaction and highly corporate with concerned account internal work stream. To supervise the Ambassador team and ensure reception standard services delivered at all times and maintains on a consistence level.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Base on the lobby, manages the Ambassador team and monitor daily work. Makes a clear division of Ambassador team work.

• Deals with end users’ & guests’ complaints related to athlete experience. Solve and recover complaints quickly and report to supervisor in time.

• Provides training and guidance to direct reports.

• Maintains records and logs of service requests and tracks their status.

• Make sure athlete comment feedback be followed up.

• Spot check the ambassador service quality

• Make sure the front desk is well organization, neat and clean

• Work with security for the emergency issues in lobby.

• Proactively identifies potential risks & issues and works to resolve them.

• Maintains a knowledge file of services including transportation sources, accommodations, and referral contacts. May arrange convenience/hospitality services for guests such as transportation, tickets, reservations, etc. Trains Ambassador team to learn the knowledge file and work as the general information consultant.

• Trains Ambassador team in professional manners and treating skills.

• Maintains standard of performance and review Ambassador team regularly (monthly or quarterly).

• Develops and maintains positive client, team and vendor relationships.
• Ensures contractual KPIs and SLAs are maintained.
• Adheres to “One Team” and “Pro-active service delivery” culture
• Periodically suggests adaptation of policies and procedures.
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• 4 direct reports in this position.

CERTIFICATES and/or LICENSES

• None.

COMMUNICATION SKILLS

• Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor with a strong, professional customer service orientation.

FINANCIAL KNOWLEDGE

• Ability to calculate simple figures such as percentages.

REASONING ABILITY

• Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.

OTHER SKILLS and/or ABILITIES

• Intermediate skills with Microsoft Office Suite. Ability to work flexible work schedules based on office needs.

SCOPE OF RESPONSIBILITY

• Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.

QUALIFICATIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE

• HS Diploma required. Prior, Chief Concierge, Guest Service Manager, Front Desk Supervisor or other Front Office section head, hospitality experience preferred.