Key Responsibilities and Required Skills for Workplace Ambassador

🎯 Role Definition

A Workplace Ambassador is the face of the workplace experience function: welcoming employees and guests, maintaining a safe, efficient, and hospitality-driven office environment, coordinating front-of-house and facilities operations, and proactively improving everyday workplace services. This role blends customer service, facilities coordination, event logistics, and administrative execution to ensure employees can focus on their work in a functional, welcoming space.

📈 Career Progression

Typical Career Path

Entry Point From:

Receptionist or Front Desk Associate
Office Coordinator / Administrative Assistant
Events Coordinator or Hospitality Assistant

Advancement To:

Workplace Manager / Head of Workplace Experience
Facilities Manager or Office Services Manager
Employee Experience Lead / People Operations Specialist

Lateral Moves:

Office Manager
Employee Engagement Specialist
Front-of-House Supervisor

Core Responsibilities

Primary Functions

Serve as the primary on-site host and first point of contact for employees, contractors, and visitors — deliver a consistent, professional welcome, manage visitor sign-in and verify credentials, and maintain an exceptional front-of-house experience aligned with company brand and security policies.
Operate and administer visitor management systems (e.g., Envoy, iLobby, Proxyclick), including pre-registration, badge printing, and managing host notifications to ensure a smooth guest check-in process.
Manage reception and concierge services: handle incoming calls, mail and package distribution, courier coordination, and response to general employee inquiries with a high level of service orientation.
Maintain and monitor access control and security systems (e.g., access cards, key management, turnstiles), escalate security incidents, and coordinate with security teams and building management on after-hours access and emergency procedures.
Oversee desk booking and flexible workspace systems (e.g., Robin, Condeco, Teem) — support hot-desking, desk hoteling, and meeting room bookings while educating employees on booking etiquette and tools.
Coordinate daily workplace operations, including supply levels, kitchen and pantry upkeep, cleaning schedules, and maintenance requests to ensure a clean, stocked, and operational workplace.
Act as the central coordinator for on-site events, town halls, and workplace activations — manage logistics, catering, AV setup, room layouts, vendor engagement, and post-event cleanup to deliver seamless experiences.
Own incident reporting and follow-up for workplace issues (e.g., spills, breakages, IT issues, facilities faults), logging tickets in service management systems and tracking resolution with facilities or IT teams.
Conduct routine workplace walk-throughs to identify safety hazards, space optimization opportunities, and service improvements; document findings and propose corrective actions to workplace leadership.
Support onboarding and offboarding logistics — coordinate orientation spaces, workspace setup, access provisioning, and return of company assets while ensuring a welcoming new hire experience.
Maintain workplace standards and brand presentation, including signage, wayfinding, meeting room etiquette, and communal area aesthetics to reinforce company culture and experience standards.
Manage and reconcile onsite petty cash and supplier invoices for workplace-related purchases, ensuring policy compliance and accurate expense records.
Support conference room and hybrid meeting enablement — troubleshoot basic AV and collaboration tools, coordinate IT escalation for complex issues, and ensure rooms are prepared for virtual and in-person participants.
Act as the liaison to building management, property services, and external vendors (cleaning, catering, facilities contractors) to coordinate repairs, access, and service-level commitments.
Execute workplace communications and reminders (announcements, desk booking tips, facility changes) across internal channels to keep employees informed and reduce friction.
Track and report on workplace metrics such as desk utilization, visitor volumes, incident frequency, and event attendance to inform occupancy planning and service improvements.
Facilitate ergonomic and accommodation requests by coordinating with HR and facilities partners to arrange furniture adjustments, quiet spaces, and accessibility needs.
Maintain and enforce workplace policies related to health & safety, hygiene, COVID-19 protocols, and building regulations; assist in drills and emergency evacuations as a trained point-person.
Coordinate onboarding and training for frontline workplace volunteers or part-time ambassadors to scale service coverage during events or peak periods.
Support sustainability initiatives within the office (waste sorting, recycling programs, energy-saving practices) and promote employee participation in green workplace efforts.
Implement continuous improvement initiatives — solicit employee feedback, run experience surveys, and pilot service changes to raise NPS/employee satisfaction for the workplace.
Provide back-up support for related people operations tasks such as meeting scheduling for leadership, travel coordination for campus visitors, and basic HR administrative support when required.
Maintain confidentiality and professionalism when dealing with sensitive employee information, access logs, and incident reports.

Secondary Functions

Maintain up-to-date workplace documentation: SOPs for reception, vendor lists, emergency contact lists, and inventory logs to ensure operational consistency.
Support ad-hoc workplace projects such as office moves, floor reconfigurations, and expansion planning by supplying logistics and operational knowledge.
Assist with procurement and inventory management for workplace supplies, furniture, and spare equipment — track orders, receive deliveries, and reconcile assets.
Collaborate with People Ops and Facilities to design and execute employee experience programs, wellbeing initiatives, and workplace culture campaigns.
Train and mentor junior ambassadors, part-time hosts, or cross-functional volunteers on workplace systems, customer service standards, and safety procedures.
Participate in post-event debriefs and lessons-learned sessions to refine processes and vendor relationships for future workplace activations.
Collect and analyze workplace feedback and occupancy data to recommend space optimization and cost-efficiency strategies to management.
Support reception coverage across multiple sites where applicable, coordinating schedules and handovers to maintain service continuity.
Coordinate with IT to maintain and troubleshoot workplace technologies (desk booking kiosks, printers, badge readers) and log service requests where necessary.

Required Skills & Competencies

Hard Skills (Technical)

Experience with visitor management platforms (e.g., Envoy, iLobby, Proxyclick) and the ability to administrate user settings, badges, and pre-registration workflows.
Proficiency with desk booking and room scheduling systems (e.g., Robin, Condeco, Teem) and managing hybrid workplace reservation policies.
Strong command of Google Workspace (Gmail, Calendar, Drive) and Microsoft Office (Outlook, Excel, Word) for scheduling, reporting, and documentation.
Familiarity with basic facilities and building systems: access control, HVAC reporting, cleaning and maintenance ticketing, and vendor coordination.
Event logistics and vendor management skills: coordinating catering, AV setup, seating plans, and post-event reconciliation.
Experience using internal ticketing or service management tools (e.g., ServiceNow, Zendesk) to track incidents and service requests.
Basic troubleshooting knowledge of common AV and conferencing tools (Zoom, Webex, Microsoft Teams) and ability to perform first-response fixes.
Data literacy: ability to collect, interpret and present workplace metrics (utilization rates, visitor counts, incident logs) in simple reports for stakeholders.
Financial basic skills: handling petty cash, reconciling invoices, and processing workplace vendor payments according to policy.
Knowledge of workplace health & safety standards and emergency response procedures, including basic first-aid or evacuation coordination.

Soft Skills

Exceptional customer service orientation with a hospitality mindset and the ability to create welcoming, consistent experiences for diverse employees and guests.
Clear, professional verbal and written communication — comfortable interacting with executives, cross-functional teams, and external partners.
Strong problem-solving and situational judgment — able to triage issues quickly and escalate appropriately while keeping stakeholders informed.
High attention to detail and organizational skills to manage calendars, bookings, inventory, and multiple concurrent tasks without dropping quality.
Adaptability and resilience in a fast-changing hybrid workplace environment; comfortable with ambiguity and ad-hoc requests.
Diplomacy and stakeholder management — build relationships across HR, IT, Facilities, Security, and People teams to deliver integrated solutions.
Time management and prioritization — balance routine operational work with event-driven peaks and unpredictable workplace incidents.
Cultural sensitivity and inclusivity — create an environment where all visitors and employees feel respected and accommodated.
Discretion and confidentiality when handling sensitive personnel, security, and access information.
Collaborative team player with coaching ability to onboard volunteers or part-time ambassadors and scale service delivery.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent; strong customer-service experience considered equally valuable.

Preferred Education:

Bachelor's degree or diploma in Hospitality Management, Communications, Human Resources, Facilities Management, Business Administration, or a related field.

Relevant Fields of Study:

Hospitality Management
Human Resources / People Operations
Facilities or Property Management
Business Administration
Communications / Public Relations

Experience Requirements

Typical Experience Range: 1–4 years of customer-facing, office, or hospitality experience with exposure to workplace systems and events coordination.

Preferred:

2–5 years in workplace experience, office management, front-of-house, or facilities coordination roles with demonstrated experience using visitor management and desk-booking platforms and coordinating vendor services.