Guest Experience Coordinator

About the role

The Guest Experience Coordinator is responsible for serving as the firm's first point of contact for clients and guests to the local office, and plays 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 by greeting them in a manner that makes them feel welcome, anticipating needs and handling all inquiries in a manner consistent with the culture of the firm and the local office.

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 but not limited to serving as the point person for office leadership regarding the comings and goings of clients and guests.
• Coordinate with the marketing team on event logistics.
• Monitor lobby and conference room A/V and IT equipment and notifying 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.
• Obtain and understand relevant guest information – purpose of visit, who they are here to see, the guest's business/employer, and the guest's relationship with the firm, as appropriate.
• Notify NP host that his/her guest is on-site and confirm whether to escort guest to the conference room.
• Create and update guest profiles in Workspace.
• Observe and anticipate guests' needs (using information obtained from previous interactions with the guest, if possible); look and listen for opportunities to exceed guest expectations. Opportunities may include: responding to or directing inquiries to appropriate parties; providing travel and transportation schedules and information, including boarding passes and flight status; recommending dining options; sharing knowledge of local area, streets, restaurants, attractions, discount perks, etc.; offering 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.
• Assist 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.
• Follow Firm policies with regard to visitor access to Firm offices and conference rooms; maintains a log of office access/security cards and issues them to visitors as necessary; follows up to ensure cards are returned and/or cancelled as appropriate.
• 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: entering maintenance requests into building services system; entering guest information into building registration system; assisting 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

• To perform this job successfully, you must be able to perform each essential job responsibility listed above, satisfactorily, with or without reasonable accommodation.
• 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.

Pay

Chicago, IL: $47,500 – 65,450