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Hospitality Ambassador
Ref No.: 20-03094
Location: South San Francisco, California
Job Description: [Contract] Hospitality Ambassador
The role of the Hospitality team is to deliver value-added operations, programs, and
services that are laser-focused on enhancing the daily experience of our workforce and guests.
The contract Hospitality Ambassador is a position within Site Services that will play an essential role in
this mission by serving as the first point of contact in lobbies, and delivering a consistently exceptional
and exceptionally consistent service experience reflective of our role as the world’s leading
biotechnology company.
With the sensitive nature of the work, this position will work closely with Security colleagues in
our fundamental responsibility of protecting people, products, and pipeline by ensuring safe,
appropriate, and authorized access to the South San Francisco campus. This contract position
requires an individual with impeccable integrity and the ability to handle sensitive and confidential
information with outstanding judgment.
It also requires interacting with employees and visitors from around the world, including executives,
VIPs, and regulatory agencies, as well as multiple stakeholders, such as our Workforce Services
colleagues, Legal & Healthcare Compliance, Corporate Relations, the Admin community,
Events, Site Operations, and other functions within Site Services.
These key responsibilities, and the unique opportunity this role must impact 12,000+
employees, contractors, consultants, partners, and visitors daily, will require exceptional
judgment and discretion, as well as a genuine “heart for service”.
Key Job Duties & Responsibilities:
  • Deliver a consistently exceptional and exceptionally consistent Hospitality experience that delights the workforce and visitors, and reinforces we 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 colleagues, much the same way our scientist and manufacturing roles have their own set of enhanced clothing requirements.
  • 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 the 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 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 the 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 community and be aligned with our core values of service and philanthropy.
Key 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.