• Lobby Ambassador

    Job Locations US-NY-New York
    Job ID
    Customer Experience
    Location Name
    10 Hudson Yards
  • Overview

    Hudson Yards is the largest private real estate development in the history of the United States and the largest development in New York City since Rockefeller Center. The site will include more than 18 million square feet of commercial and residential space, state-of-the-art office towers, more than 100 shops including New York’s first Neiman Marcus, and a collection of restaurants curated by Chef Thomas Keller. The urban development will include approximately 4,000 residences, The Shed, a new center for artistic invention, 14 acres of public open space, a 750-seat public school and an Equinox® branded luxury hotel with more than 200 rooms—all offering unparalleled amenities for residents, employees and guests. The development of Hudson Yards will create more than 23,000 construction jobs.

    Hudson Yards is the fulfillment of a remarkable collaboration that includes a talented group of visionaries – planners, architects, engineers, designers, public servants, fashion icons, renowned chefs, business leaders, luminaries and more. They are working in partnership with New York’s development and transportation authorities, and with some of the world’s most iconic retail brands and leading companies – each of whom will call Hudson Yards home.

    Strategically located between 10th and 12th avenues from West 30th to West 34th Street, Hudson Yards is the center of the metropolitan region with unsurpassed connections to commuter rail service, the subway system, the West Side Highway, the Lincoln Tunnel and ferries along the Hudson River. The extension of the No. 7 Subway line, opened in 2015, arrives at Hudson Yards’ front door. In the nexus of Chelsea and Midtown West, this dynamic neighborhood is next to chic art galleries, award winning restaurants, popular bars and nightlife venues, and highly respected international fashion and design. The neighborhoods surrounding Hudson Yards, including Chelsea, West Chelsea and Hell’s Kitchen are buzzing with chic art galleries, innovative restaurants and bars, and highly respected international fashion and design. City dwellers hungry for a taste of the outdoors now have a variety of green spaces to explore including the much-celebrated High Line, Hudson River Park and Hudson Park & Boulevard. With the new No. 7 Subway extension open as of fall 2015, getting to Hudson Yards will be fast and easy.


    The Lobby Ambassador is the associate in charge of greeting, assisting, and processing guests and visitors at their designated Hudson Yards asset. The associate typically rotates between posts behind the front desk and on the main floor throughout their shift. While this role supports CPOs and USOs in their security function, the Lobby Ambassador’s primary focus is that of assisting customers as they enter and exit the building in a way that demonstrates the unparalleled experience for which Hudson Yards is becoming known.


    Key Responsibilities

    • Welcome and greet tenants, guests, visitors, and owners to the building.
    • Register guests and visitors at the front desk using SV3 technology platform on desktop computers and iPads.
    • Enter work orders that may arise on the spot through Aware Manager.
    • Manage lines during rush hour by registering customers on mobile devices.
    • Call tenants to verify and confirm guests and visitors.
    • Assist customers who don’t have contact information with finding who they are there to see.
    • Conduct phone calls to tenants according to Hudson Yards’ behavioral standards.
    • Print passes for guests and visitors to use while in the building.
    • Offer clear instructions for entry; ensure those instructions have been understood.
    • Ensure only authorized customers are allowed to pass through the turnstile.
    • Help customers with bags and luggage at the X-Ray check in machine.
    • Answer questions regarding the building, neighborhood or Hudson Yards development.
    • Collaborate with colleagues and members of other functions (e.g. stewards, engineers, security) to assist a customer with any request.
    • Monitor cleanliness of lobby.
    • Recognize and greet senior management when they visit the building.
    • Preprint and organize passes for large group events.
    • Set up stations (e.g. stands, tables, chairs, etc.) for promotional activities in the lobby.
    • Provide guidance to customers inside turnstiles.
    • Redirect deliveries to loading dock or messenger center.
    • Uphold security guidelines and prevent unauthorized entries.
    • Conduct customer experience huddles.



    Key Role Skill Set

    • Hosting and anticipating needs.
    • Superior intentional observation skills.
    • Strong memory and/or organizational method for tracking customer preferences and names.
    • Exceptional verbal and written communication skills.
    • Impeccable phone etiquette.
    • Build rapport quickly and effectively with customers and colleagues.
    • Strong critical thinking skills, particularly around problem-solving.
    • Juggle technology and interpersonal communication seamlessly.
    • Planning and organizing for large events.
    • Strong sense of professionalism reflected in daily appearance, posture, and preparedness.
    • Effectively incorporate coaching feedback.


    Education and Professional Qualifications

    • Minimum of bachelor’s degree
    • Hospitality background a plus
    • Knowledge of Microsoft Office
    • 3 + years in service industry



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