Workplace Experience Host

ISS Facility Services - North America; Whippany (NJ); On-site; USD 29,000 - 41,000; Full time

Job summary

ISS Facility Services / Guckenheimer in Whippany, NJ is seeking a Go To Host who embodies service, hospitality, and brand values. As the primary contact for colleagues and guests, you ensure a welcoming, fun, and personal experience while logging activities for data-driven improvements.

The role covers hosting operations, desk and coordination tasks, and daily checks on workspaces. You will use technology for bookings, support tickets, and activating on-site experiences, while upholding safety

Qualifications

• Minimum 3-5 years in customer services handling Blue Chip/high-touch clients.
• High School Diploma or College Degree.
• Proven stellar customer service and strong teamwork.
• Proficient in Microsoft Office; Excel and PowerPoint; Condeco a plus.
• Excellent telephone and verbal communication skills.

Responsibilities

• Ensure clients and guests feel welcome and their needs are met in a friendly and professional manner.
• Capture guests' preferences for future visits and accommodate special requests.
• Use technology to assist in room booking, reserving amenities, and guest arrivals.
• Coordinate with Experience teams to maintain a 'one-team' ethos.
• Log tickets and maintain quality control on office floors.
• Provide first-line tech support (reboots, connection checks) and hand off unresolved issues to Techbar.

Skills

Customer service

Teamwork

Microsoft Office

Phone skills

Communication

Condeco knowledge

Property management

Education

High School or College Degree

Tools

Condeco

MS Office

Excel

PowerPoint

Job description

Key Purpose

The Go To Host is an ambassador for brand principles, culture, and values; someone who embraces an ethos of outstanding service and keeps it at the heart of everything they do. This role serves as the eyes and ears of assigned floors/buildings at the site to bring experience to life, enabling a holistic perspective of the whole workday through strong engagement. They are the primary point of contact for colleagues and guests, acting as the “face” of our client. They are also responsible for making each encounter fun, exciting and personal. As a key part of our data-driven business model, the Go To Host is hyper-diligent in logging all their activity so the business can continually learn and adapt to serve our customer in the most effective manner.

Hourly Wage

ISS Guckenheimer offers full-time employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program based on employment status. The hourly pay range for this position is position is $25.08 per hour - $25.08 per hour per hour.

Work Hours

The work hours for this position are Mon-Fri, 7:00 am - 4:00 pm.

Key Responsibilities

• Ensure clients and Guests feel welcome and their needs are taken care of in a fun, friendly and professional manner at all times
• Ensures all guests and their individual preferences are captured for future visits and think creatively to accommodate special requests
• Utilizes technology to assist in room booking, reserving amenities, guest arrival and any other need a colleague may have throughout their day
• Proactively communicating with the Experience team and other service groups to ensure a “one-team” ethos
• Contributes to team effort by accomplishing related results as needed

Hosting Operations

• Conduct assigned Daily Checklists to ensure the quality of assigned workspaces, improve performance and enhance tracking
• Ensure Colleagues feel welcome, and their needs are taken care of in a fun, friendly and professional manner always
• Using the existing process and technology, assist in room booking and guest arrivals
• Maintaining a clear, presentable, and safe office floor. Maintain a strong floor presence and observe quality control issues (i.e., facility cleanliness, comfort factors) and actively log tickets requiring service from other areas
• Dealing with guests and colleagues enquiries promptly and politely
• Providing Technical support in the form of first line fixes such as reboots and connection inspections while delivering against a clear handoff process to the Techbar for unresolved issues
• Deliver occasional surprise and delight or pop-up events at the home Kitchen areas
• Develop relationships with colleagues and proactively gather information on their needs to identify ISS/Barclays services that ensure total satisfaction
• Coordinate service items, and décor items to activations on a timely basis to include breakdown and storage of items
• Recommend best practices to your Regional Workplace Experience Manager related to colleague experience, hospitality, operations, and events
• Capture guests & colleague’s individual preferences for future visits and think creatively of ways to accommodate any special requests
• Proactively communicate with the Experience teams and assist other service groups to ensure a ‘one team’ ethos.
• Assist in driving high colleague participation in all workplace/curated experiences
• Facilitating tours of the entire campus while stating facts and having a positive demeanor
• Tours will be given to new employees and visitors

Coordinator Operations

• The coordinator role is the central connection point that is responsible for dispatching and organizing Go To Team activity including team scheduling. This requires focus and strong communication skill
• Supporting the wider team by dispatching support tickets to the hosting community for action, event management and FOH duties
• Train other team members on the role and requirements to ensure coverage in absence, and assist in all training for the GTT
• Any other ad hoc tasks the Workplace Experience Manager my require from you

Desk Operations

• Assist the team with preparation of reports
• Assists team with the creation implementation of all events and activations on site
• Management of the daily service delivery of the curated experience vendors/activations
• Conduct periodic review and revision of base building documents for your respective floor
• Manage Colleague concerns received in line with general standards

Qualifications Required

• Minimum 3-5 years within customer services experience in dealing with Blue Chip/ High Touch clients
• High School or College Degree
• Proven record of providing stellar customer service.
• Proven ability to function successfully within a strong team environment.
• High Proficiency of Microsoft Office, Excel and Power Point applications, knowledge in property management / Condeco systems a plus
• Excellent telephone skills and verbal communication

Work Environment

• Work is performed in an office setting
• Desk work accounts for approximately 30% of the time
• Walking/inspecting/engaging with colleagues/hosting activations the site 70% of the time
• Must be able to lift a minimum of twenty-five pounds
• Must be able to work under pressure and time deadlines during peak periods

HSEQ Compliance

All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.

To Executive Search Firms and Staffing Agencies

ISS Facility Services / Guckenheimer does not accept unsolicited resumes from agencies. All unsolicited resumes will be considered ISS Facility Services / Guckenheimer property, and ISS Facility Services / Guckenheimer will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the ISS Facility Services / Guckenheimer Human Resources Talent Acquisition Department.

As a global organization ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and positively influence the market wherever we operate.

Employment with ISS/Guckenheimer may be contingent upon successful completion of a background check and, where appliable, a drug and/or alcohol screening, in accordance with applicable laws and Company requirements.