Lead Lobby & Amenity Ambassador

Rapport Guest Services; Washington (District of Columbia); On-site; USD 40,000 - 55,000; Full time

Job summary

Rapport Guest Services is looking for a Lead Lobby & Amenity Ambassador for the DC region. This role focuses on delivering excellent hospitality in building lobbies and amenity spaces. You'll be the first point of contact for guests, actively engaging to enhance their experience.

Responsibilities include overseeing lobby experiences, supporting tenant programming, and upholding company policies. Ideal candidates should have strong communication skills and prior experience in hospitality roles. Join a dedicated team committed to creating welcoming environments for all.

Qualifications

• Experience in hospitality, front-of-house, concierge, or customer-facing roles.
• Strong presence and professionalism, with a natural ability to engage with guests.
• Highly organized, reliable, and detail-oriented.

Responsibilities

• Serve as the first point of contact for all guests entering the building.
• Anticipate guest needs and resolve issues quickly, professionally.
• Communicate daily event schedules to lobby and security teams.

Skills

Hospitality experience

Interpersonal communication

Event support

Reliability and organization

Technology proficiency

Job description

Lead Lobby & Amenity Ambassador for DC Region

Reporting to: General Manager

Overall Purpose of Role

The Lead Lobby & Amenity Ambassador will serve as a primary front-of-house representative for the client’s amenity spaces and building lobbies, delivering an elevated hospitality experience for tenants and visitors. This role is responsible for supporting both the day-to-day operations and community engagement of the amenity spaces, as well as enhancing the lobby arrival and visitor experience across designated properties.

The client’s global amenity platform provides tenants and visitors with access to private lounges, wellness services, and social programming. The Ambassador will help ensure these spaces and experiences operate smoothly, professionally, and in alignment with the client’s hospitality standards.

Amenity Space Oversight

• Serve as the hospitality lead for the client’s DC region amenity program. Create a welcoming and engaging environment for tenants and guests while supporting day-to-day logistics, administrative coordination, and community engagement within the amenity spaces.
• Monitor bookings for day passes, events and services from platform members and visitors.
• Provide light support for tenant programming and events.

Lobby & Visitor Experience

• When not assigned to an amenity space, the Ambassador will support the Property Management team within designated building lobbies and reception areas. In this capacity, the Ambassador will help manage the overall lobby experience by greeting and engaging tenants and visitors, working closely with lobby security to support arrivals and provide directional assistance, and helping to maintain a professional and welcoming atmosphere.
• The Ambassador will rotate between two to three amenity spaces in the DC area, all within close proximity of one another. The role will report to the General Manager of Property Management for day-to-day lobby assignments and responsibilities. Post/location will vary depending on operational needs.

Key Responsibilities

Front‑of‑House & Guest Arrival Experience

• Serve as the first point of contact for all guests entering the building.
• Support security personnel to process guest check‑in efficiently and accurately.
• Oversee daily tracking of expected visitors and notify appropriate internal teams.

Hospitality & Guest Engagement

• Act as a knowledgeable resource and primary point of contact for customer questions, concerns, and general guidance.
• Build strong relationships with tenants, guests, and partners through proactive, hospitality-driven service.
• Anticipate guest needs and resolve issues quickly, professionally, and with a solutions-oriented mindset

Facility & Administrative Support

• Partner with Property Management to upkeep the amenity space.
• Communicate daily event schedules to lobby and security teams to ensure a seamless building-wide experience.
• Monitor and track data related to space usage and member engagement to drive service improvements.

About You

• Experience in hospitality, front-of-house, concierge, or customer-facing roles.
• Prior experience supporting events or hospitality programming preferred.
• Strong presence and professionalism, with a natural ability to engage with guests.
• Comfortable with basic technology, including assisting customers with building app functionality, WiFi connectivity, and guest check-in via iPad.
• Exceptional interpersonal and communication skills.
• Highly organized, reliable, and detail-oriented.
• Calm under pressure and able to manage a steady flow of guest interactions.
• Proactive, service-minded, and solutions-oriented.
• Comfortable with a hands‑on role that includes standing, walking, and light physical activity.

Policies and Procedures

• Adhere to the Company and the building’s policies and procedures.
• Comply with the Reception and Lobby Ambassador Services Standard Operating Procedures (SOP) Manual and keep up to date with new information issued. Familiarize yourself with the site-specific SOPs.
• Abide by all Security policies and procedures, including access restrictions, Fire and Life Safety information.
• Having a thorough understanding of the Firm’s emergency procedures and being prepared to carry out designated tasks in the event of a fire or other emergency.

Physical Aspects of Position

• Constant standing and walking in the building lobby throughout shift.
• Frequent lifting and carrying up to 30 lbs.