LOBBY GUEST SERVICE AGENT

Job Summary

The Guest Service Agent (GSA) is responsible for establishing a warm, welcoming and professional atmosphere for all clients, executives and staff members at all times. Located in the Lobby, the GSA will be the first point of contact for visitors to the area, making them feel comfortable, directing them to their appointments and meetings and assisting them during their stay.

Key Responsibilities

- Properly greet and handle visitors with a smile and maintaining eye contact through the entire interaction. Following established procedures with regard to both expected and unexpected arrivals, coordinating with in-house security as appropriate. Addressing guests and clients by name whenever possible. - Answering telephones in a friendly, professional manner, taking messages with accuracy, transferring phone calls, and appropriately handling or referring questions and requests. Proper telephone techniques include always putting a smile in one’s voice and enhancing personalization by using names. - Implementing established security policies and procedures with regard to arriving and departing visitors, contractors, delivery persons, etc. - Managing closely all activity in the internal visitor processing system. - Register all guest activity and liaise with other centers on visitor processing. - Acting as an overall Hospitality Services resource to guests, visitors, and employees in providing way-finding and amenities within building, commutation and transportation, community retail, neighborhood amenities, and organizational information. - Handling car service requests for visitors and staff members. - Standing during peak business hours and when greeting guests throughout the day. - Communicating requests to the appropriate internal support departments such as, building maintenance (heating and cooling issues), information technology (computer issues), Audio Visual technology (meeting room technical support), and mail room (package pickups and deliveries). - Having a thorough understanding of the emergency procedures and being prepared to carry out designated tasks in the event of a fire or other emergency. - Adhering to uniform and grooming policies. - Maintaining the attractive, neat appearance of the Reception area - Troubleshooting a wide variety of requests and situations, both for guests and for members. - Gaining an understanding of the company culture, key areas of activity and creating “transparency”. - Assist with coverage in other locations as needed adhere to flexible schedules to meet business demands. - Prepare and submit daily reports to appropriate recipients. - Participate in daily, weekly, and monthly meetings. - Abiding by “20 Second Rule” and notifying manager on duty of any occurrences. - Capacity to take on additional duties as assigned; Additional adjustments or responsibilities may be changed or added as necessary. - Follow protocol for personalized email confirmations and internal correspondence.

Additional Responsibilities

- Cross train in conference centers and Trading Floors to provide coverage and support during PTOs and sick call outs. - Learn EMS reservation system to assist with room bookings and re-confirmations while covering conference centers and Trading Floors.

Preferred Qualifications

- A genuine sense of hospitality, with a commitment to delivering the Platinum Service® Standard in all aspects of the GSA job. - The ability to work under pressure, prioritizing tasks and juggling many jobs simultaneously, while constantly interacting with visitors in a public environment. - Excellent listening and oral communication skills. - Basic computer skills and knowledge of office technology / equipment. - 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. - Two to three years’ experience in a client service / reception position within a hospitality or corporate environment.

Benefits

- Medical - Dental - Vision - Life Insurance/ AD - Disability Insurance - Retirement Plan - Paid Time Off - Holiday Time Off (varies by site/state) - Associate Shopping Program - Health and Wellness Programs - Discount Marketplace - Identity Theft Protection - Pet Insurance - Commuter Benefits - Employee Assistance Program - Flexible Spending Accounts (FSAs) - Paid Parental Leave - Personal Leave

About the Role

Rapport is a specialized division of FLIK Hospitality Group focused on all aspects of guest and employee services, meeting and event planning and conference center management. Distinct from recruitment agencies, we do not engage in temporary contracts. Our commitment is to foster long-term career development, allowing ambassadors to enjoy the comprehensive benefits of working directly with us.

Requirements

- High school diploma or equivalent. - Two to three years’ experience in a client service / reception position within a hospitality or corporate environment. - Must be able to stand for extended periods of time. - Must be able to communicate effectively with a wide range of people, including visitors, colleagues, and supervisors. - Must be able to work independently and as part of a team. - Must be able to follow established procedures and policies. - Must be able to troubleshoot a wide variety of requests and situations, both for guests and for members. - Must be able to maintain a professional demeanor and adhere to uniform and grooming policies. - Must be able to work flexible hours, including evenings and weekends, as needed.

Qualifications

- A genuine sense of hospitality, with a commitment to delivering the Platinum Service® Standard in all aspects of the GSA job. - The ability to work under pressure, prioritizing tasks and juggling many jobs simultaneously, while constantly interacting with visitors in a public environment. - Excellent listening and oral communication skills. - Basic computer skills and knowledge of office technology / equipment. - 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 able to stand for extended periods of time. - Must be able to communicate effectively with a wide range of people, including visitors, colleagues, and supervisors. - Must be able to work independently and as part of a team. - Must be able to follow established procedures and policies. - Must be able to troubleshoot a wide variety of requests and situations, both for guests and for members. - Must be able to maintain a professional demeanor and adhere to uniform and grooming policies. - Must be able to work flexible hours, including evenings and weekends, as needed.

Skills

- Strong interpersonal and communication skills. - Ability to multitask and prioritize effectively. - Knowledge of basic office software and equipment. - Ability to work independently and as part of a team. - Ability to troubleshoot a wide variety of requests and situations, both for guests and for members. - Ability to maintain a professional demeanor and adhere to uniform and grooming policies. - Ability to work flexible hours, including evenings and weekends, as needed.

Benefits

- Medical - Dental - Vision - Life Insurance/ AD - Disability Insurance - Retirement Plan - Paid Time Off - Holiday Time Off (varies by site/state) - Associate Shopping Program - Health and Wellness Programs - Discount Marketplace - Identity Theft Protection - Pet Insurance - Commuter Benefits - Employee Assistance Program - Flexible Spending Accounts (FSAs) - Paid Parental Leave - Personal Leave

Pay

Salary: $24 - $25 / hour

Schedule

Flexible schedule to meet business demands.