Lobby Ambassador

• Roles & Responsibilities

1.1 Visitor Management

• Provide a seamless and integrated service within reception areas to receive and manage staff and visitors efficiently and in a friendly and appropriate manner, including meet and greet.
• Provide a welcoming approach to all visitors, accommodating the visitors, identifying the host, and facilitating collection. This includes logging in and out any client visitors
• Always maintain the reception area in a clean and tidy appearance and contact the help desk for any special cleaning that may need to be carried out during the day (such as spillages).
• Ensure that the client reception services are provided with appropriate staffing levels to achieve agreed service levels during locally agreed core service hours.
• Provide proposals for the optimization of the management of visitor ingress and egress in the reception area. This may include appropriate management of the interfaces between the reception and security services to ensure that all visitors and staff have a positive experience each time they visit the premises.
• Greet, register, and badge visitors in compliance with client security policies
• Contact the appropriate business unit or employee to meet their visitor in the lobby using the company address book/look-up system
• Answer general phone inquiries professionally, responding to questions, and transferring calls as needed.
• Answer general phone inquiries professionally, responding to questions, and transferring calls as needed.
• All the lobby ambassadors to be trained in essential health and safety matters and will always have immediate access to and full awareness of emergency contacts and procedures.

• Answer general phone inquiries professionally, responding to questions, and transferring calls as needed.

• Be polite and courteous

• Find out the journalist's name and the publication or television channel he/she

• represents and request for a business card of the journalist

• Find out the journalist's name and the publication or television channel he/she

appointment, immediately inform the person he is meeting and make the journlist

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• If the journalist does not have an appointment, politely inform him or her that a

meeting will not be possible without an appointment. Ask the journalist if he/she

minds sharing their number so that you can forward it to the Corporate

Communication Director who will call him/her back. If the journalist agrees, get

his/her landline and mobile number. Forward the same immediately to the

Corporate Communication Director. Make sure you have the full name of the

journalist and the publication or television channel they represent.

• If a journalist does not want to share his/her number, provide the journalist with the landline, mobile and email coordinates of the Corporate Communication Director. Inform the journalist that they can contact Corporate Communication for their Requirements
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• While reaching out to the Media Contact, be discreet. Do not call them on the phone in full view of the journalist. Either ping them on Communicator or go into the area and speak with them

• For investigations/inspections (or similar)

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• Slack the Service Now Response Team [@Legal_Response_Team] with the above message.
• If there is no response within 3 minutes, call the Legal contact/designated person for your location.
• Provide the officials with visitor badges and escort them to an empty conference room near reception and out of view from ServiceNow employees. If none is available, ask that they remains at reception.
• Ask the officials to wait for a ServiceNow representative. Do not obstruct the officials if they want to start their search but accompany them as much as possible.

• Check the Accuracy and Scope of the Search Warrant/Inspection Authorization

• Verify the correct corporate entity (i.e., ServiceNow, Inc.) is identified

• Check that the address is correct and signed by a judge or magistrate

• If NO Search Warrant with the correct address/entity, DO NOT give consent to the search. For any other errors, identify them and inform Legal but do not obstruct the search

• Collect Search Warrant/Inspection Document(s), scan and forward to the ServiceNow Response Team
• Do not disclose any information to the officials other than what is necessary for them to conduct the search. Advise that you are not authorized to make statements on behalf of ServiceNow, but that a ServiceNow representative will address this request upon arrival.
• Do not disclose any information to the officials other than what is necessary for them to conduct the search. Advise that you are not authorized to make statements on behalf of ServiceNow, but that a ServiceNow representative will address this request upon arrival.
• For Subpoenas/Summons/Complaints
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• Delivery IN PERSON:
• Only accept service on behalf of ServiceNow, Inc. or the Custodian of Records at ServiceNow, Inc.
• Do not accept service on behalf of an individual person that is not you.

• Do not confirm or deny a particular individual works for ServiceNow or is in the building.

• If in doubt, contact the ServiceNow Response Team and await instruction before accepting any document

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• Delivery by EMAIL/FAX/MAIL:
• Forward immediately (including any business cards, envelopes, etc.) to marking your message with High Priority and with the Subject Heading "URGENT – LEGAL DOCUMENTS RECEIVED AT SERVICENOW [LOCATION] OFFICE."

• Keep the originals in a safe location until contacted by a member of ServiceNow Legal

• 1.2 Employee and Guest Assistance

• Help, guide, and provide support to all clients and visitors by giving directional support on-site.

• Maintain lobby supplies

• Generate tickets on behalf of any employees

• Answer general phone inquiries professionally, responding to questions and transferring calls as needed

1.3 Hours of operations

• Generate tickets on behalf of any employees
• Generate tickets on behalf of any employees
• Generate tickets on behalf of any employees

1.4 Personal Standards – Uniform, Appearance, and Etiquette

• Generate tickets on behalf of any employees
• Generate tickets on behalf of any employees

1.5 Honesty & Integrity
Lobby ambassador should be careful to avoid any personal action that may raise a question regarding their individual integrity, honesty or morality.

Examples of such behavior include, but are not limited to:

• Theft or misappropriation of any property belonging to ServiceNow, the property or customers, including found property
• Deliberate destruction of property owned by or ServiceNow, the property or a
• Customer Unauthorized entry into an "off-limits" areas
• Lying or willful misstatement of information through direct statement or implication on job applications, other employment paperwork, and any other reports as required by ServiceNow
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The Front Office is also required to assistance is such activities as:

Emergency procedures

Health and Safety

Participate in regular team meetings

Constantly review front office procedures and improve service delivery

Coordinate any event management

General administrative functions

Assist with Month End reporting requirements