Hospitality Ambassador

The role of the Genentech Hospitality team is to deliver valueadded operations programs and services that are laserfocused 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 Genentech s 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 Genentech Admin community Events Site Operations and other functions within Site Services. These key responsibilities and the unique opportunity this role has to impact 12000 Genentech employees contractors consultants partners and visitors on a daily basis 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 GNE 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 daytoday 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 GNE colleagues much the same way our scientist and manufacturing roles have their own set of enhanced clothing requirements.
On occasion this role also entails being responsible for all aspects of the gnExpress delivery service; including acceptance distribution notification and storage of business critical documents. Responsible for distribution and support of lobby supplies on an as needed basis.
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 solutionoriented mindset dedicated to the continual improvement of Genentech s 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 GNE 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 Genentech s 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 selfstarter and work under limited supervision with the sound decisionmaking 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 solutionoriented mindset with solid analytical and problemsolving skills attempting to use available resources to problemsolve 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
GNE 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 fastpaced environment with exceptionally high standards or commensurate
hightouch whiteglove customer service experience in another industry (e.g. highend 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 businessspecific technology tools (e.g. cloudbased 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.
Must have a valid California drivers license adhere to all traffic laws and obey all traffic and driving rules.
Position requires contract staff to work either 7am 4pm or 8am to 5pm each day. Remote work is not an option with this role.
Mandatory attendance at town hall and team meetings is required.
Client requests a 12 month commitment in role before pursuing additional opportunities within the company.
Employee safety certification required to be completed within the first 6 months of assignment.

**Important: Starting rate will be offered at XX27.50 no more or no less. Total bill rate cannot exceed XX36 per hour.