Guest Service Ambassador Lead

Position : Guest Service Ambassador Lead

Key Responsibilities

• General Services & Facility Operations
• Lead day-to-day GSA and workplace operations.
• Ensure smooth delivery of housekeeping, pantry, cafeteria, reception, workplace support and other soft services.
• Conduct regular site inspections and identify operational gaps.
• Ensure all facility-related complaints and requests are resolved within agreed SLAs.
• Maintain high standards of cleanliness, hygiene, ambience and workplace experience.
• Team Management
• Supervise and guide GSA executives, housekeeping, pantry and other support staff.
• Prepare manpower deployment and shift rosters.
• Monitor attendance, grooming, performance and productivity.
• Conduct daily briefings and ensure teams follow SOPs and site requirements.
• Train and motivate team members to improve service quality.
• Vendor Management
• Coordinate with service providers and contractors.
• Monitor vendor performance against agreed SLAs/KPIs.
• Track manpower, attendance, consumables and service quality.
• Escalate recurring service gaps and drive corrective actions.
• Support vendor evaluations, billing validation and performance reviews.
• Client & Stakeholder Management
• Act as the primary GSA SPOC for employees, client representatives and internal stakeholders.
• Handle workplace-related requests, complaints and escalations professionally.
• Coordinate with Security, Engineering, EHS, Transport, IT and other support functions.
• Maintain effective communication with business stakeholders.
• Events & Workplace Experience
• Support planning and execution of employee events, engagement activities and special programs.
• Coordinate seating, catering, housekeeping, AV and other event requirements.
• Ensure the workplace is event-ready and services are delivered without disruption.
• Compliance & Safety
• Ensure compliance with site SOPs, safety requirements and statutory guidelines.
• Conduct regular inspections and maintain required records.
• Support internal and external audits.
• Ensure proper implementation of emergency response and incident-reporting procedures.
• Inventory & Cost Control
• Monitor GSA consumables, stationery, pantry supplies and other workplace inventory.
• Maintain minimum/maximum stock levels.
• Reduce wastage and identify opportunities for cost optimization.
• Validate vendor bills against manpower, service delivery and agreed scope.
• Reporting & MIS
• Prepare daily/weekly/monthly reports covering:Attendance and manpowerComplaints and closure statusVendor performanceConsumable usageEvents and workplace activitiesIncidents and escalationsSLA/KPI performance
• Maintain trackers and dashboards for management review.
  
  

Key Skills

• Strong people and team-management skills
• Excellent communication and stakeholder-management skills
• Vendor and contract management
• Good knowledge of workplace/facilities operations
• Problem-solving and escalation-management ability
• Event and employee-engagement coordination
• Strong MS Office/Excel and reporting skills
• Ability to work under pressure and manage multiple priorities
  
  

Qualification & Experience

• Graduate degree/diploma in Facilities Management, Administration, Hospitality, Operations or related field.
• 5–8 years of relevant experience in corporate facilities, workplace management, hospitality or integrated facilities management.
• Prior experience managing outsourced manpower and vendors is preferred.
• Experience in a corporate/MNC environment will be an advantage.
  
  

Key Performance Indicators

• SLA/KPI compliance
• Employee/customer satisfaction
• Complaint resolution TAT
• Vendor performance
• Audit and compliance scores
• Manpower productivity
• Cost and consumable optimization
• Workplace service quality
• Successful execution of events and special projects