Job Title: Hospitality Ambassador
Location: South San Francisco, CA 94080
Pay rate: $26.00 per hour.
Duration: 6 Months
Shift: Standard Shift
Job Description
Job Responsibilities:
Deliver a consistently exceptional and exceptionally consistent Hospitality experience that delights the GNE workforce and visitors and reinforces our care about serving their unmet needs.Serve as the single point of contact for lobbies, which are intended to serve as hubs for information, philanthropy, and community.Champion change to help the Hospitality team reach new heights.Handle all guest and employee interactions with the highest level of professionalism and hospitality mindset to ensure we are always exceeding expectations.This includes but is not limited to processing vendor deliveries, personal items, catering and accommodating special requests whenever possible.In addition, it is expected that Ambassadors will resolve all customer inquiries, issues, or concerns promptly and graciously.Maintain a close partnership and strong communication with Security colleagues to ensure we are protecting our people, products, and pipeline.Ensure all outlined security processes are followed, with all guests properly signed into the Visitor Management System, security badges assigned as needed, and prompt notification to employee hosts of arriving visitors, candidates, and other guests.Provide excellent customer service over the phone to support our corporate call center as needed.Oversee and execute day-to-day partner and Hospitality programs, such as parking placards, Clipper Cards, transportation, and amenity services.Become a subject matter expert in assigned lobby or lobbies, as an ambassador (particularly those assigned as Rovers) may be asked to support and/or provide backup coverage for any lobby on campus.Actively participate in team committees to enhance current Hospitality programs and processes and recommend improvements.Consistently follow all brand guidelines as outlined by Hospitality leadership, including willingness to wear branded apparel and adhere to a more professional dress code than that required of our GNE colleagues, much the same way our scientist and manufacturing roles have their own set of enhanced clothing requirements.On occasion, this role also entails being responsible for all aspects of the gnExpress delivery service, including acceptance, distribution, notification, and storage of business-critical documents.Responsible for distribution and support of lobby supplies on an as needed basis. Assist with various Hospitality projects as assigned.
Key Competencies Identified For Success The ideal candidate will have a strong hospitality background and a demonstrated “heart for service,” share a passion for teamwork and collaboration, and have a solution-oriented mindset dedicated to the continual improvement of Genentech’s service experience.Additionally, they will demonstrate the ability to: Display full knowledge of the job, becoming a subject matter expert with the additional ability to communicate and share that expertise with the GNE workforce and guests.Display a general knowledge of multiple related functions, to help build strong relationships with key stakeholders, partners, and customers, and serve as advocates for their feedback and ideas.Embody a continuous improvement mindset by: making valuable recommendations towards developing and improving operating policies and procedures to ensure and increase the quality, precision, and timeliness of service delivery.Embracing new technologies, workflows, and other process improvements, particularly when related to the safety, productivity, and convenience of Genentech’s workforce and guests.Being receptive to feedback and suggestions from our teammates, workforce, guests, and open to coaching and development from supervisors, managers, and mentors.Act as a self-starter and work under limited supervision, with the sound decision-making abilities and business judgment to make decisions within established policies and procedures, and in some cases, even serve as a team lead on projects or committees, but also take direction and follow verbal and written instructions when required.Be adaptable and flexible to changing business priorities, particularly in an increasingly agile, iterative environment. Effectively prioritize multiple priorities, including in the face of other distractions, while maintaining an impeccably gracious demeanor and focus.Maintain a solution-oriented mindset, with solid analytical and problem-solving skills, attempting to use available resources to problem-solve when encountering challenges or roadblocks, and constantly looking for opportunities to anticipate needs and problems, then exceed expectations.Possess exceptional communication and interpersonal skills, and demonstrate a warm, gracious, and professional demeanor in all interactions, which includes treating fellow contract or full-time teammates and colleagues with the identical level of consideration and respect as our guests and visitors.Foster a spirit of generosity and an attitude of gratitude within our team, as well as the larger GNE community and be aligned with our core values of service and philanthropy.
Qualifications: High School diploma required, and either 3 4 years of relevant corporate hospitality work experience in a fast-paced environment with exceptionally high standards, or commensurate high-touch, white-glove customer service experience in another industry (e.g., high-end hotel or retail).Advanced proficiency with common business software applications such as MS Office Suite and the Google Suite of tools (e.g., Gmail, GCal), as well as the ability to quickly master other more complex, business-specific technology tools (e.g., cloud-based visitor and call center management software)Demonstrated ability to operate standard office equipment (telephone systems, copiers, scanners, printers, fax machines).This position is not eligible for relocation.Must have a valid California driver’s license, adhere to all traffic laws, and obey all traffic and driving rules.The position requires contract staff to work either 7am – 4pm or 8am to 5pm each day.Remote work is not an option with this role.Mandatory attendance at town hall and team meetings is required.Client requests a 12-month commitment in role before pursuing additional opportunities within the company.Employee safety certification required to be completed within the first 6 months of assignment.
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