Guest Experience Coordinator

The Guest Experience Coordinator is the firm’s first point of contact for clients and visitors, leading the "First Impressions" philosophy by greeting them, anticipating their needs, and handling inquiries consistently with the firm’s culture. Location: Long Island, NY Responsibilities Maintain a positive, pleasant, and helpful demeanor at all times and remain calm under pressure. Lead the coordination of the office’s reception activities, including: Serve as the point person for office leadership regarding clients and guests. Coordinate with marketing on event logistics. Monitor lobby and conference room A/V and IT equipment and notify IT of issues. Maintain an orderly and presentable lobby. Greet guests, offer brief office tours, escort them to seating or conference areas, and provide refreshments. Give technical assistance such as Wi‑Fi passcodes. Collect relevant guest information (purpose of visit, relationship to firm, etc.). Notify hosts that guests are on-site and confirm escort arrangements. Create and update guest profiles in Workspace. Observe and anticipate guests’ needs and exceed expectations: Direct inquiries to appropriate parties. Provide travel and transportation information, including boarding passes. Recommend dining options and share local area information. Offer charging stations for cell phones and devices. Participate in the firm’s switchboard coverage program, operating a multi‑line phone console and directing calls to attorneys, staff, or voicemail. Distribute security badges and parking validations, reconciling inventory logs in Aderant. Assist clients and visitors with document editing, scanning, faxing, courier arrangements, photocopying, and transportation. Support conference center operations: Communicate room needs to support services. Monitor calendar scheduling and cancel rooms as necessary. Create conference room reservations and catering requests in Workspace. Confirm Workspace matches office events bulletin. Send a daily list of scheduled visitors to all relevant personnel. Distribute the daily NP Planner email to the local office. Follow firm policies for visitor access, maintain a log of access cards, issue and cancel them as required. Report potential security issues to local office management, building security, and risk management. Ensure courier services and deliveries are recorded and directed to the correct recipient. Participate in cross‑training initiatives and provide backup to support services and hospitality teams: Enter maintenance requests. Enter guest information into building registration. Assist with beverage and snack set‑ups. Maintain knowledge of fire, safety, security, and emergency procedures; hold CPR, AED, and First Aid certifications; be a member of the BCDR emergency response team. Maintain a neat, organized workstation and reception seating area. Maintain a professional business appearance and attire. Provide responsive and courteous service to co‑workers, attorneys, and external clients; offer assistance as workload permits. Maintain reliable attendance in accordance with the firm’s Paid Time Off policy. Participate in firm training, including soft skills and IT skills. Keep the current Reception Reference Guide up to date. Assist in training new or junior team members and act as a positive role model. Perform other duties as assigned. Qualifications 5–7 years of experience in customer service or concierge role, preferably in a law firm or professional services environment. Bachelor’s degree preferred; work experience in lieu of a degree considered. Excellent interpersonal, communication, customer service, and organizational skills. Professional and clear communication voice. Professional and neat personal appearance. Ability to operate a multi‑line telephone, computer, and calculator. Strong keyboarding skills and advanced proficiency in Microsoft Office. Ability to manage multiple priorities while handling distractions. Proficient in English: speaking and writing at a high‑school level. Basic arithmetic skills (addition, subtraction, multiplication, division). Ability to apply common sense understanding to carry out instructions in written or verbal form. Salary Range (Long Island, NY): $52,500 to $72,050 per year. In addition to a standard benefits package, this role may be eligible for contingent compensation based on performance, location, experience, education, and qualifications. Nixon Peabody LLP is an Equal Opportunity / Affiliated Action Employer for Disability / Veteran. We are committed to creating a fair workplace and do not discriminate against employees or applicants on any protected characteristic. To comply with Federal law, Nixon Peabody participates in E‑Verify. All newly hired employees are verified through the E‑Verify electronic system to confirm identity and employment eligibility. #J-18808-Ljbffr