Guest Services Specialist

About the role

The Guest Services Specialist will team with the Guest Services staff to ensure a warm, welcoming, and professional atmosphere for clients, recruits, customers, and personnel. Located in the lobby and main reception areas, Guest Services staff are the first point of contact for visitors and are responsible for making them feel comfortable, directing them to their appointments, and meeting and assisting them during their stay.

Responsibilities

• Create and maintain a welcoming environment by greeting and assisting all visitors and Reed Smith personnel.
• Properly greet Firm visitors and personnel with a smile and maintain eye contact through entire interaction.
• Answer telephones in a friendly, professional manner, taking accurate messages and appropriately handling or referring questions and requests.
• Follow established procedures with regard to both expected and unexpected arrivals.
• Become familiar with Firm clients and visitors and address by name whenever possible.
• Situated in Lobby arrival area, follow established security policies and procedures with regard to arriving and departing visitors, contractors, delivery persons, etc.
• Review conference room schedules for catering, technology, and set-up requirements.
• Confirm room reservations and bookings.
• Prepare and maintain conference rooms for internal and external customers, to include set-up and breakdown of catering requests.
• Clean up conference rooms after/between meetings.
• Aid guests with light photocopying, printing, scanning, facsimile, and sending or receiving courier packages and any other such requests.
• Handle car service requests for visitors and personnel.
• Communicate requests to the appropriate internal support departments.
• Instruct couriers and people making deliveries to enter through the freight area.
• Send e-mails to the Office Managing Partner announcing guests at the office from any of the other Reed Smith offices.
• Deliver a high level of concierge resource and services to guests, including dining recommendations and reservations, finding their temporary/visitor offices, locating amenities within the building, facilitating communication and transportation assistance, and providing community retail, neighborhood amenities, and organizational information.
• Adhere to Guest Services signature look and report to work in business attire with name badge worn properly.
• Update and maintain supply of restaurant, hotel, transportation, and entertainment guides.
• Troubleshoot a wide variety of requests and situations, both for guests and for members of the Firm.
• Perform general office administrative tasks such as creating word documents, spreadsheets, publications, and signage.
• Assume overall responsibility for all administrative duties which are necessary in the functioning of the department.
• Maintain the attractive, neat appearance of the Reception areas.
• Conduct daily walk-through of the lobbies and conference room space to ensure safe, clean, and organized facilities.
• Maintain facilities log.
• Regularly inspect and evaluate physical condition of facility; recommend maintenance, repairs, and furnishings management to Facilities team.
• Maintain facilities log.
• Handle on-floor conference room activities, both visually and by means of the Maptician scheduling system, being aware of meeting start/end times, attendees in the room, food and beverage orders, etc.
• Advise appropriate staff members of changes in meeting room status, special requests, etc.
• Work directly with executive assistants, timekeepers and staff when special requests/events occur.
• Anticipate and provide clients and personnel with meeting room scheduling solutions to any conflicts in a positive and timely manner.
• Assist with Firm Events.
• Inform responsible manager of any problems (i.e., equipment, furniture, walls, etc.) which need attention.
• Provide support for any conference room needs while meetings are in progress.
• Assist in the preparation and management of large meetings, seminars, and other events by greeting guests and issuing name badges that must be worn throughout their stay.
• Collect name badges for recycling at the conclusion of all meetings as necessary.
• Handle miscellaneous general duties as directed by the responsible manager.

Qualifications

• Education: Experience in Hospitality Management.
• Experience: Two years experience in Hospitality service industry; general clerical experience.
• Skills: Strong customer service skills, the ability to accept accountability for all assigned responsibilities with a high level of diplomacy, the capacity to handle collaboration and competing priorities, timeliness, and positive attitude. Must be thoughtful, deliberate and logical, balanced with sufficient assertiveness to navigate the complex nature of the business; possess process management and situational assessment/analysis skills. A genuine sense of hospitality, with a commitment to delivering outstanding customer service in all aspects of the position. Punctual, dependable, and dedicated to achieving operational excellence, down to the smallest of details. Discreet, ethical, and committed to maintaining a high degree of confidentiality. A consistently professional approach, with a mindset to take ownership and responsibility within and outside one's job domain. Must be highly organized and energetic and possess the ability to get the job done. Must be able to multi-task and be flexible to change. Ability to discern situations with an eye toward continuous improvement. Excellent communication skills, both written and oral, i.e., effective explanation, timely communication, positive messaging. Ability to develop cooperative and strong relationships with the diversified clientele. Creative problem solving skills, i.e., utilizing team, innovative approach, accepting support, etc. Ability to meet deadlines and make sound decisions, sometimes under stress. Friendly, outgoing, and inviting personality. Working knowledge of Outlook, Word, and Excel. Ability to learn electronic conference room scheduling system. Effective time management skills, i.e., multi-tasking and prioritization. Ability to work well as a member of a team and make judgment decisions and handle daily responsibilities with little or no supervision. Ability to adapt to changing work situations and grasp and apply new ideas. Ability to relate and interact with people at all levels within the Firm as well as with others from outside the firm (vendors).

Skills

• Strong customer service skills.
• The ability to accept accountability for all assigned responsibilities with a high level of diplomacy.
• The capacity to handle collaboration and competing priorities.
• Timeliness.
• A positive attitude.
• A genuine sense of hospitality.
• Punctuality.
• Dependability.
• Dedication to operational excellence.
• Discretion.
• Ethics.
• A consistently professional approach.
• Highest level of organization and energy.
• Ability to multitask and be flexible.
• Discernment in situation analysis.
• Excellent communication skills.
• Developing cooperative and strong relationships.
• Problem-solving skills.
• Meeting deadlines and decision-making.
• A friendly, outgoing, and inviting personality.
• Working knowledge of Outlook, Word, and Excel.
• Effective time management.
• Teamwork and judgment.
• Adaptability and new idea application.
• Interpersonal skills with diverse clientele.
• Ability to relate and interact with people at all levels within the Firm as well as with others from outside the firm (vendors).

Benefits

• 401(k) Retirement Plan.
• Medical Insurance.
• Health Savings Account (HSA).
• Virtual Health Services.
• Dental Insurance.
• Vision Insurance.
• Accident Insurance.
• Hospital Indemnity Insurance.
• Critical Illness Insurance.
• Life Insurance.
• Short-Term Disability Coverage.
• Long-Term Disability Coverage.
• Flexible Spending Accounts (FSA).
• Lyra Health Employee Assistance Program (EAP).
• Paid Family Leave (for eligible Exempt and Non-Exempt staff).
• Transportation Benefit.
• Back-up Child Care Services.
• College Coach Program.
• Pet Insurance.
• Paid Sick Time (for Exempt staff).
• Paid Time Off (available to all full-time, non-temporary employees).