Reservations Lead

About the role

The Reservations Lead delivers exceptional customer service for our clients. Responsibilities include leading employee(s) and directing workflow for reception and concierge services while serving as a subject matter expert and resource to the team.

Responsibilities

• Ensure team provides outstanding reception and concierge service to client, while building strong customer relationships
• Conduct all timekeeping and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures
• Communicate with direct reports, manager and client on job or deadline issues
• Immediately escalate operational problems or issues to Supervisor or Manager
• Handle client concerns and be able to problem-solve resolutions in accordance with policies and procedures
• Intake jobs by being able to interpret and understand all manners of client request, and coordinate workflow within the team, prioritizing jobs and delegating duties to associates
• Produce required reports on schedule
• Assist the team in completing large or more complex jobs (i.e. large numbers of requests or high volumes of incoming/outgoing activities, expansive administrative support requests)
• Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction
• Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines.
• Assess incoming requests selecting the best equipment and/or resources for successful completion
• Make sure team follows standard operating procedures.
• Train new employees on policies and procedures.
• Ensure clients and guests are welcomed in the office lobby and serve as a daily point of contact for any employee, visitor/guest or client escalations
• Ensure a seamless and personal guest journey
• Escort guests to their booked meeting room within the building, informing the host of the guest’s arrival
• Understand customer’s needs and provide them with 5 Star professional service.
• Attend to guests wishes and requirements.
• Answer the phone and make reservations, take and distribute messages or mail and redirect calls
• Acquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations
• Arrange events, excursions, transportation etc. upon request from guests
• Handle external and internal calls in a professional manner
• Assist hospitality with setting up rooms with beverages and food
• Manage any external catering requirements from third party vendors
• Book meeting rooms using Condeco and MS Outlook accurately and ensure that all AV, room layout and food and beverage requirements are noted
• Continually monitor reception inbox ensuring e-mails are responded to in a timely manner

Qualifications