Job Description

The Guest Experience Ambassador will act as a representative of McMaster University Service Center within Housing and Conference Services to ensure a high standard of guest service is achieved. This position provides a visible and accessible front-line presence in order to anticipate, understand and act upon all client needs.

The Guest Experience Ambassador must have excellent interpersonal and communication skills and be willing to commit their efforts to delivering an outstanding experience for all guests at McMaster University. This position requires an individual who is self-motivated, takes initiative, and is capable of functioning both independently and in a team setting. The Guest Experience Ambassador is professional, communicates effectively with others, and has a positive attitude. They are organized, detail orientated and demonstrate creativity and sound problem-solving skills.

This role includes the opportunity to specialize in the following portfolios:

• Ensure the spaces are well-maintained and up to the client’s standards prior to the event; and at the end of the day, ensure the spaces were well-kept. Take action to remedy any issues alongside the Guest Satisfaction Ambassadors.
• Communicate and provide regular updates to the Conference Coordinator who will support every step of the aforementioned cycle as needed.

Service-Operations

• Support day-to-day operations within the Service Centre including daily check-in/out reporting, processing payments, and key auditing
• Provide meal/break relief to the Service Centre team to maintain 24-hour exceptional service level
• Deliver an exceptional customer experience while welcoming guests to McMaster
• Maintain accurate records (i.e. check-in/out, cash float, work-order information)
• Utilize effective problem solving to meet and exceed the demands of our guests
• Develop and present new ideas/technologies to reduce process steps and better guest experiences
• Create and maintain an up-to-date activity guide for events in and around Hamilton for guests; as well as general campus and city information templates and transportation guides, to be placed on bulletin boards throughout the buildings
• Update and create messaging on the digital signage of the department
• Partner with the Communications and Marketing team to finalize on-brand materials for publication
• Create, maintain, update, and improve temporary campus signage regularly for special events
• Redirect/redeploy assets and resources in response to communication received through the main telephone line and assigned shift cell phone
• Communicate and provide regular updates to the Coordinator, Client Services

Guest Satisfaction

• Maintain relations and dialogue with in-house guests by collecting guest feedback via online and in-person surveys
• Report findings and ideas from the tour to the Conference Coordinator and help prepare the necessary spaces for the event
• Act as a tour guide for the client and note details of their event for future action or follow up
• Ensure the necessary campus locations are accessible, and willing to host a site tour
• Provide bi-weekly or monthly updates and presentations to the Senior Manager of Conference & Event Services
• Assist in Remote check-in for larger Conferences
• Communicate and provide regular updates to the Conference Coordinator, and Coordinator, Client Services
• Write thank-you cards & prepare gifts for departing conference organizers
• Support all other portfolios on a regular basis by understanding the intricacies of their processes and anticipating and responding to business demands
• Visually inspect and audit all McMaster facilities and event spaces and provide immediate remedies or long-term solutions
• Analyze guest feedback, take immediate action using this feedback and propose long term action where needed
• Summarize and present feedback at weekly team meetings and weekly partner meetings
• Organize social events to draw feedback from in-house guests
• Promote and initiate pleasant experiences for in-house guests
• G Class License is an asset

Job Summary:

Performs a variety of routine tasks including assisting customers with general inquiries, processing transactions, and filing according to established procedures.

Accountabilities:

• Assist customer’s in-person, via email or on the phone with routine inquiries.
• Seek out assistance and escalate issues when necessary based on established departmental guidelines.
• Process transactions in accordance with established departmental guidelines.
• Update and maintain files, correspondence and records according to established guidelines.
• Performs other clerical duties of a similar nature, as required.

Qualifications:

Education:

• High school diploma or equivalent.

Experience:

• 6 months of previous customer service experience.

Assets:

• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint, Publisher)
• Excellent verbal and written communication skills
• Ability to embrace new technology and software
• G-Class license is an asset
• Previous hospitality experience preferred

Additional Information:

To deliver exceptional customer service, the Guest Experience Ambassador will need to be available for shifts from Monday to Sunday and must be able to work flexible hours, including early morning, evening and weekend shifts.