Role Purpose
To act as the guardian of our client’s brand across their
buildings, setting, agreeing and continuously elevating service and
presentation standards, and ensuring they are rigorously implemented on every
site. The Brand Ambassador works at portfolio level – shaping standards with
our client, supporting training and coaching, and objectively checking that
each building consistently delivers the agreed Signature experience.
Key Responsibilities
1. Brand Standards & Client Interface
- Lead the definition and periodic refinement of
the client’s service and presentation standards (“Signature Standard”) across
all buildings.
- Work directly with the client to translate their
brand values into practical, measurable standards, SOPs and checklists for on‑site
teams.
- Act as the primary reference point on “what good
looks like” for front‑of‑house, amenity use, resident
experience and presentation.
- Provide clear, evidence‑based
feedback to the client on how well the brand is being delivered and where
standards can be raised.
2. Implementation Across Buildings
- Cascade agreed standards into each building
through documented SOPs, checklists and visual guides.
- Conduct regular site visits and walkarounds to
verify that standards are being applied consistently.
- Work with Property Managers and on‑site
teams to close any gaps between the standard and day‑to‑day
practice, with clear, time‑bound actions.
- Ensure that any changes to standards (e.g. new
amenity expectations) are communicated and embedded across the portfolio.
3. Training,
Coaching & Feedback
- Design and deliver focused training sessions on service behaviours, front‑of‑house standards and the client’s brand ethos.
- Coach on‑site leaders (e.g. concierge
supervisors, building managers) so they can sustain standards when the Brand
Ambassador is not present.
- Use structured feedback (observation notes,
photos, simple scoring) to support constructive, practical coaching rather than
subjective commentary.
- Input into induction programmes so new starters
understand the client’s brand expectations from day one.
4. Monitoring, Audits & Continuous
Improvement
- Develop and run a regular standards audit /
“mystery shop” style programme across buildings, with a consistent scoring
framework.
- Track trends in audit results, resident feedback
and complaints/compliments to identify systemic issues and best practice.
- Produce concise reports and recommendations for
both the client and internal teams on how to enhance brand delivery.
- Share positive examples and quick wins between
buildings to lift overall performance, not just fix weak spots.
5. Collaboration with Operations
- Work closely with Operations, Property Managers
and Concierge Leads to balance brand standards with operational and budget requirements.
- Flag where service levels, staffing models or
contractor performance are undermining the client’s brand, and support the case
for change.
- Input into service briefs for soft services
(cleaning, security, FOH) to ensure expectations align with brand standards.
- Support mobilisation for new buildings, ensuring
the client’s brand standards are baked in from day one.
Skills, Experience & Profile
- Strong background in premium hospitality or
luxury residential, with clear exposure to brand or service‑standards
roles.
- Proven ability to set standards, observe
performance objectively and give clear, actionable feedback.
- Confident working with senior client
stakeholders while also being credible with on‑site front‑line teams.
- Excellent communication and facilitation skills;
comfortable leading training sessions and workshops.
- High personal standards and attention to detail;
notices things others miss.
Behaviours & Values
- Strong sense of ownership for the client’s brand
and reputation.
- Firm on standards but fair and supportive in
approach – “coach, not critic”.
- Comfortable having honest conversations about
gaps in performance, backed by evidence.
- Collaborative, with a genuine desire to help
teams succeed rather than simply inspect.