Sr. Concierge Lead

Company Description

RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey.

Job Description

The Concierge Lead is a client-centric lead role responsible for championing the guest experience across all front-of-house touchpoints. This role owns the client space—ensuring it is welcoming, polished, and aligned with brand standards—and serves as the central coordinator for meetings, events, hospitality services, and daily workspace management. With a strong focus on service excellence, the Coordinator supports and advocates for both guests and internal teams, training and developing hospitality and reception staff to deliver seamless, personalized, and elevated guest experiences. The role also plays a key part in managing workspace readiness and supporting the evolving needs of a hybrid workforce in today’s modern workplace.

Key Responsibilities

Client & Guest Experience Ownership

• Own the presentation, functionality, and atmosphere of all client-facing spaces, ensuring they reflect the highest standards of professionalism and brand alignment.
• Champion the guest journey from arrival to departure, ensuring every interaction is warm, efficient, and tailored to individual needs.
• Act as the primary point of contact and escalation for all client-facing services, ensuring swift resolution and proactive communication.
• Greet guests upon arrival and escort guests to meeting rooms ensuring a seamless welcome experience.

Meeting, Event & Vended Hospitality Coordination

• Support the planning and execution of meetings and events, including room setup, AV coordination, vended catering, and guest logistics.
• Coordinate vended hospitality services including food and beverage setups, third-party catering, and in-room amenities.
• Use scheduling platforms (Book-It and Service Now) to manage bookings and optimize space usage.
• Liaise with clients before, during, and after events to confirm details, resolve issues, and gather feedback for continuous improvement.
• Produce daily, pre & post-event reports to inform service teams, enhancements, and operational planning.

Team Collaboration, Training & Support

• Support and advocate for vended Hospitality and Reception teams, ensuring alignment and collaboration across all client-facing services.
• Train and develop front-of-house staff, reinforcing service standards, operational excellence, and a culture of continuous improvement.
• Provide mentorship and guidance to team members, fostering a unified and professional front-of-house presence.

Workspace Management & Hybrid Workforce Support

• Ensure all shared and client-facing workspaces are clean, functional, and ready to support both in-person and remote employees.
• Monitor workspace usage and collaborate with facilities and IT teams to support flexible working arrangements.
• Anticipate and respond to the evolving needs of a hybrid workforce, ensuring hoteling offices, meeting rooms, collaboration zones, and amenities are optimized for productivity and comfort.
• Act as a liaison between employees, guests, and support teams to ensure the workplace experience is seamless and inclusive.

Employee Experience & Advocacy

• Support the employee experience by ensuring shared spaces are welcoming, functional, and conducive to productivity.
• Act as an advocate for both guests and employees, ensuring feedback is captured, communicated, and acted upon.
• Collaborate with internal departments and vendors to ensure smooth execution of services and alignment with client expectations.

Technology Engagement & Innovation

• Demonstrate a tech-curious mindset by exploring and adopting tools that enhance service delivery and operational efficiency.
• Utilize innovate tools to streamline guest services and improve client engagement.
• Manage and update digital room signage to ensure accurate, real-time meeting information and branding.
• Use task management apps to support quality assurance, service tracking, and team coordination.
• Prepare for and support the integration of AI-powered booking and reporting tools to future-proof front-of-house operations.

Operational Excellence & Attention to Detail

• Conduct regular workspace inspections to ensure all flex-spaces meet quality standards and are event-ready.
• Monitor service delivery and lead quality assurance efforts to maintain a consistently high level of service.
• Identify opportunities for improvement and contribute to the evolution of front-of-house service strategies.

Qualifications

• Minimum 2 years of experience in a receptionist, administrative, or front-of-house role, preferably in a corporate, legal, banking, or hospitality setting.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Strong interpersonal and communication skills (verbal and written).
• Ability to manage multiple tasks and prioritize effectively.
• Professional demeanor and attire required.
• Technologically adept and quick to learn new systems.
• Ability to lift up to 50 lbs. regularly.
• Strong attention to detail and problem-solving skills.
• Self-motivated with a positive, can-do attitude.
• Experience with A/V equipment setup is a plus.
• Ability to work independently and collaboratively in a team environment.

Additional Information

The salary range for this role at the noted RRD location is $23.51 - $33.85 / hour. Starting pay decisions are determined based on multiple factors including but not limited to relevant education, qualifications, skills, experience, certifications, proficiency, performance, shift, location, and other business needs. Typically, roles follow step progressions to a target rate or set increments over time. Depending on the role, in addition to the hourly rate of pay, the total compensation package may also include overtime, shift differential, call-in, and/or stand-by pay. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

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RRD is an Equal Opportunity Employer, including disability/veterans

At RRD, we value innovation, authenticity, and integrity. To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools during interviews to ensure an authentic and secure experience. We appreciate your cooperation as we work to maintain a transparent and equitable hiring process.

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.