Guest Experience Coordinator

About the role

The Guest Experience Coordinator serves as the firm’s first point of contact for clients and guests to the local office, playing a leading role in fulfilling the firm’s "First Impressions" philosophy. This position is responsible for creating a memorable, positive, and personalized client experience for guests and local office personnel.

Responsibilities

• Maintain positive, pleasant, and helpful demeanor at all times and remain calm under pressure.
• Lead the coordination of the office’s more complex reception area activities, including:
• Serve as the point person for office leadership regarding the comings and goings of clients and guests.
• Cook with the marketing team on event logistics.
• Monitor lobby and conference room A/V and IT equipment and notify IT of any potential issues.
• Maintain orderly and presentable lobby.
• Greet guests in a friendly manner, and engage in conversation upon arrival and departure, as appropriate.
• Offer to facilitate brief tours of general office and space overview, as appropriate.
• Escort guests to seating area and/or conference room, as appropriate.
• Offer to hang guests’ coats and offer and serve refreshments.
• Provide guests with technical assistance, such as Wi-Fi passcode.
• Observe and anticipate guests’ needs (using information obtained from previous interactions with the guest, if possible).
• Respond to or direct inquiries to appropriate parties.
• Provide travel and transportation schedules and information, including boarding passes and flight status.
• Recommend dining options.
• Share knowledge of local area, streets, restaurants, attractions, discount perks, etc.
• Offer cell phone and device charging.
• Participate in the Firm’s cross-office switchboard coverage program and take phone calls from own and other offices as directed.
• Operate a multi-line phone or console in order to relay incoming and outgoing calls.
• Answer phone and greet callers in a positive and professional manner; directs phone calls to the appropriate attorney, staff member or to the voice mail system.
• Distribute security badges and parking validations, as applicable and as needed; reconcile inventory logs for badges and parking validation costs in Aderant.
• Aid clients and visitors as necessary; this includes but is not limited to document editing, scanning, faxing, arranging for couriers/deliveries, photocopying and transportation arrangements.
• Support efficient and safe conference center operations:
• Communicate guest office and meeting room needs (i.e. lower blinds for depos or privacy) to Support Services, Hospitality, and other appropriate personnel.
• Monitor the Firm’s conference room scheduling application and schedules/cancels rooms as necessary.
• Create conference room reservations/catering requests in Workspace.
• Confirm Workspace matches office events bulletin.
• Send a list of all scheduled visitors to all personnel in the relevant office on a daily basis.
• Distribute daily NP Planner email to local office.
• Maintain awareness of potential office security issues and communicate concerning issues to local office management, building security when appropriate, and risk management team.
• Ensure that courier services and deliveries are recorded (if necessary) and directed to the appropriate recipient where applicable.
• Participate in cross-training initiatives and cross-functional team support in order to provide backup to Support Services and Hospitality teams as needed, including:
• Enter maintenance requests into building services system.
• Enter guest information into building registration system.
• Assist with standard beverage and snack set-ups.
• Maintain proficient knowledge of all fire, safety, security and emergency procedures and skills.
• CPR, AED, and First Aid certifications.
• BCDR and emergency response team membership.
• Inform and direct new/junior-level team members and guests of procedures, as needed.
• Maintain a neat and organized work station and reception seating area.
• Maintain a neat, and professional business appearance – business attire.
• Provide cooperative, responsive and courteous service to co-workers, attorneys and external clients; offers assistance to co-workers when workload permits and supports the Firm’s team concept.
• Maintain a regular and dependable attendance schedule within the Firm’s Paid Time Off (PTO) policy.
• Participate in Firm training including soft and IT skills.
• Maintain a current Reception Reference Guide.
• Assist in the training of new/junior-level team members; offer ongoing guidance and act as positive role model.
• Perform other duties as assigned.

Qualifications

• 5-7 years of experience in customer service or concierge role, preferably within a law firm or professional services environment.
• Bachelor Degree preferred. Work experience in lieu of a degree will be considered.
• Possesses excellent interpersonal, communication, customer service and organizational skills.
• Communicates in a clear and professional voice.
• Presents a professional and neat personal appearance.
• Demonstrates an ability to operate a multi-line telephone, computer, and calculator.
• Possesses strong keyboarding skills and advanced proficiency in Microsoft Office software.
• Demonstrates an ability to manage multiple priorities while dealing with distractions.
• Demonstrates an ability to speak English clearly and write English at a level normally acquired through the completion of high school in order to process and convey information.
• Demonstrates an ability to add, subtract and multiply and divide using whole numbers.
• Demonstrates ability to apply common sense understanding to carry out instructions furnished in written or verbal form.