Guest Services Specialist

Position summary

The Guest Services Specialist will team with the Guest Services staff to ensure a warm, welcoming, and professional atmosphere for clients, recruits, customers, and personnel. Located in the lobby and main reception areas, Guest Services staff are the first point of contact for visitors and are responsible for making them feel comfortable, directing them to their appointments, and meeting and assisting them during their stay. The Guest Services Specialist will convey the highest standards of guest services and relations, and will interact closely with timekeepers, executive assistants, and other staff on coordination of client and visitor appointments, particularly when utilizing the reception and conference rooms. The Specialist position is a customer-facing role and requires an individual with strong communication skills, a great customer service attitude, and willingness to take on new projects and learn new skills.

Job duties and responsibilities

• Create and maintain a welcoming environment by greeting and assisting all visitors and Reed Smith personnel.
• Properly greet Firm visitors and personnel with a smile and maintain eye contact through entire interaction.
• Answer telephones in a friendly, professional manner, taking accurate messages 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.
• Review conference room schedules for catering, technology, and set-up requirements.
• Follow established procedures with regard to both expected and unexpected arrivals.
• Become familiar with Firm clients and visitors and address by name whenever possible.
• When situated in Lobby arrival area, follow established security policies and procedures with regard to arriving and departing visitors, contractors, delivery persons, etc.
• Review conference room schedules for catering, technology, and set-up requirements.
• Confirm room reservations and bookings.
• Prepare and maintain conference rooms for internal and external customers, to include set-up and breakdown of catering requests.
• Clean up conference rooms after/between meetings.
• Assist with creating and distributing employee ID badge and building access cards.
• Assist guests with light photocopying, printing, scanning, facsimile, and sending or receiving courier packages and any other such requests.
• Handle car service requests for visitors and personnel.
• Communicate requests to the appropriate internal support departments.
• Deliver a high level of concierge resource and services to guests, including dining recommendations and reservations, finding their temporary/visitor offices, locating amenities within the building, facilitating communication and transportation assistance, and providing community retail, neighborhood amenities, and organizational information.
• Adhere to Guest Services signature look and report to work in business attire.
• Troubleshoot a wide variety of requests and situations, both for guests and for members of the Firm.
• Perform general office administrative tasks such as creating word documents, spreadsheets, publications, and signage
• Assume overall responsibility for all administrative duties which are necessary in the functioning of the department.
• Thoroughly understand Firm's emergency procedures and be prepared to serve as a floor warden.
• Maintain the attractive, neat appearance of the Reception areas.
• Conduct daily walk-through of the lobbies and conference room space to ensure safe, clean, and organized facilities.
• Maintain facilities log. Regularly inspect and evaluate physical condition of facility; recommend and report maintenance, repairs, and furnishings management to Facilities manager and building management.
• Handle on-floor conference room activities, both visually and by means of the Maptician scheduling system, being aware of meeting start/end times, attendees in the room, food and beverage orders, etc. Advise appropriate staff members of changes in meeting room status, special requests, etc.
• Work directly with executive assistants, timekeepers and staff when special requests/events occur.
• Anticipate and provide clients and personnel with meeting room scheduling solutions to any conflicts in a positive and timely manner.
• Assist with Firm Events.
• Inform responsible manager of any problems (i.e., equipment, furniture, walls, etc.) which need attention.
• Provide support for any conference room needs while meetings are in progress.
• Assist in the preparation and management of large meetings, seminars, and other events by greeting guests and issuing name badges that must be worn throughout their stay.
• Collect name badges for recycling at the conclusion of all meetings as necessary.
• Assist with management of regional PTO requests and circulate executive assistant coverage emails, when needed.
• Serve as back-up to the primary guest services specialist with updating and circulating office documents, such as the floor map, phone list, preparing weekly newsletter and daily/weekly meeting schedule report for office managing partner.
• Perform general office administrative tasks such as preparing check requests and expense reports for business center completion, creating word documents, spreadsheets and signage.
• Miscellaneous general duties as directed by the responsible manager.

Job duties and responsibilities included are not exhaustive and may be supplemented as necessary. Reed Smith reserves the right to revise or modify job duties and responsibilities at any time.

Requirements

Education: Experience in Hospitality Management

Experience: Two years experience in Hospitality service industry; general clerical experience.

Skills:

• Strong customer service skills, the ability to accept accountability for all assigned responsibilities with a high level of diplomacy, the capacity to handle collaboration and competing priorities, timeliness, and positive attitude.
• Must be thoughtful, deliberate and logical, balanced with sufficient assertiveness to navigate the complex nature of the business; possess process management and situational assessment/analysis skills.
• A genuine sense of hospitality, with a commitment to delivering outstanding customer service in all aspects of the position.
• 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 highly organized and engergetic and possess the ability to get the job done.
• Must be able to multi-task and be flexible to change.
• Ability to discern situations with an eye toward continuous improvement.
• Excellent communication skills, both written and oral, i.e., effective explanation, timely communication, positive messaging.
• Ability to develop cooperative and strong relationships with the diverisified clientele.
• Creative problem solving skills, i.e., utilizing team, innovative approach, accepting support, etc.
• Ability to meet deadlines and make sound decisions, sometimes under stress.
• Friendly, outgoing, and inviting personality.
• Working knowledge of Outlook, Word, and Excel. Ability to learn electronic conference room scheduling system.
• Effective time management skills, i.e., multi-tasking and prioritization.

Additional information

Supervisory responsibilities: None

Equipment used: Personal computer and other office equipment such as telephone, typewriter, calculator, fax machine, duplicating machine and so on.

Essential job functions

• Ability to deal with stress associated with a fast paced work environment, including handling the demands of multiple tasks on a daily basis.
• Ability to work well as a member of a team and make judgment decisions and handle daily responsibilities with little or no supervision.
• Ability to adapt to changing work situations and grasp and apply new ideas.
• Ability to relate and interact with people at all levels within the Firm as well as with others from outside the firm (vendors).
• Requires normal range of hearing and vision.
• Ability to stand, bend, stoop and reach continuously.
• Abilit to lift, possibly up to 50 pounds or more.
• Ability to demonstrate manual dexterity sufficient to operate standard office machines such as high speed copiers (being able to clear jams as they occur), binding equipment, paper drill, paper cutter, and cost accounting system.

Working conditions

Works in a typical office setting. Occasionally called upon to work hours in excess of your normal daily schedule. The details of your weekly schedule will be discussed further with your direct supervisor.

Pay ranges

This is a non-exempt position. The hourly wage range for this role is $23.32 to $28.70, with an estimated annual compensation range of $48,500 to $59,700, based on expected hours. This represents the presently anticipated pay range for this position. Actual pay may vary based on various factors, including but not limited to location and experience.

Employee benefits overview

• 401(k) Retirement Plan
• Medical Insurance
• Health Savings Account (HSA)
• Virtual Health Services
• Dental Insurance
• Vision Insurance
• Accident Insurance
• Hospital Indemnity Insurance
• Critical Illness Insurance
• Life Insurance
• Short-Term Disability Coverage
• Long-Term Disability Coverage
• Flexible Spending Accounts (FSA)
• Lyra Health Employee Assistance Program (EAP)
• Paid Family Leave (for eligible Exempt and Non-Exempt staff)
• Transportation Benefit
• Back-up Child Care Services
• College Coach Program
• Pet Insurance
• Paid Sick Time (for Exempt staff)
• Paid Time Off (available to all full-time, non-temporary employees)

Reed Smith offers a challenging work environment, business casual dress code and a total compensation package that includes a competitive salary, flexible benefits program, tuition assistance, and generous 401(k) plan.

Reed Smith is an Equal Opportunity Employer with Core Values of Integrity, Excellence, Teamwork & Respect, Innovation, and Impact. Reed Smith also provides reasonable accommodations in accordance with law, including in the application and interview process.

Qualified candidates only. No search firms.