Reservations Lead

Reservations Lead

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.

(* denotes an "essential function")

• 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

• High school diploma or equivalent
• Minimum 3 years' Concierge and/or reception experience in a customer service environment, legal or financial services industries preferred
• 1 year or more experience working on a reception desk for a blue-chip company within a busy office environment
• Intermediate Microsoft Office Word and Excel skills
• Basic Microsoft PowerPoint skills
• Prior experience working with vendors preferred
• Outstanding guest services skills,
• Excellent and sophisticated communication skills, both verbal & written
• Good time management skills
• Good knowledge and understanding of a Cisco telephone system
• Must possess professional presentation/appearance
• Great interpersonal skills and an outgoing personality
• Excellent command of the English language, both in verbal and written communication
• Operational experience working at prestigious events preferred
• Attention to detail with good organizational skills
• Must possess passion to achieve excellent guest service consistently
• Demonstrates the ability to lead others effectively
• Ability to work under pressure, plan ahead and anticipate problems
• Ability to meet all required deadlines
• A welcoming positive manner and an understanding of what good customer service looks like
• Acts with integrity at all times and embraces the company philosophy.
• Ability to understand the needs of the client and provide customer service and superior client service.
• Ability to create and maintain strong relationships and channels of communication with key interfaces and the business
• Knowledge of Condeco and working knowledge of A/V equipment an advantage

Additional Information

The salary range for this role at the noted RRD location is $25.24 - $36.78/ 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.