Guest Services Representative

Guest Services Representative

Acting as the face of a global law firm, the Guest Services Representative is responsible for greeting and directing all clients and visitors, while attending to the main telephone line and organizing immediate assistance to meetings in progress. This position expands upon the traditional receptionist role, including the responsibility of coordinating Conference Center operations of our Los Angeles office. It is ideal for a customer service orientated individual who has the ability to make a great first impression and present themselves in a polished and professional manner.

Responsibilities

Promptly and professionally answer main telephone switchboard and ensure calls are routed expediently.

Follow specified procedures to handle inquiries when providing information related to the firm.

Foster a welcoming and professional environment by promptly greeting and appropriately directing all clients and visitors upon their arrival.

Register external visitors upon request in building security site. Monitor visitor access and gain approval for access when needed to assist in ensuring a secure environment.

Respond to walk-up requests at the desk by providing first in class support to internal and external clients.

Coordinate immediate assistance to meetings in progress in relation to catering, technology, room or setup needs.

Create new and/or edit existing room reservations in scheduling software (EMS).

Maintain well stocked and orderly appearance of conference rooms, reception area and visitor offices, as needed.

Collaborate with facilities team on property removal passes, maintenance requests, vendor access needs, overtime HVAC, after-hours office access and activity.

Uphold all Conference Services policies, procedures and high standards for quality service.

Perform other work related duties as assigned by the Conference Services Manager/Supervisor and Office Administrator.

Must demonstrate the ability to:

• Maintain strict confidentiality of the firm's internal and personnel affairs.
• Provide first class customer service, focusing on detail-orientation and quality assurance.
• Interact effectively and professionally with all levels of personnel.
• Maintain composure under pressure and handle several matters concurrently.
• Plan, organize and carry out multiple related activities with limited supervision.
• Work effectively in a culturally and educationally diverse environment.
• Follow up and follow through on all assigned tasks.
• Be flexible and maintain a professional manner in all situations.
• Be reliable and punctual.
• Be available for overtime.
• Work in a multi-office environment.

Qualifications

• A high school diploma or the equivalent with a minimum of three years of related work experience.
• Hotel or law firm experience preferred.
• Proficiency in MS Office (reservation software experience a plus.)
• Highly developed customer service skills.
• Strong verbal and written communication skills.

Compensation and Total Rewards Package

Ropes & Gray is proud to offer a comprehensive Total Rewards package to our business support team members. The firm also offers comprehensive health and well-being benefits, personal and professional development, career growth opportunities and a collegial and supportive culture. The anticipated pay range for this role is listed below and represents our good faith and reasonable estimate of the starting salary range at the time of posting. In addition, this role is eligible for a discretionary bonus based on performance. The actual offered rate for this position will be determined based on job-related, non-discriminatory factors, including qualifications and experience, geographic location, education, external market data and consideration of internal equity.

• Los Angeles, CA ($42/hr.)

Working Conditions

This position requires hybrid on-site presence as an essential function of the role. Consistent and predictable on-site presence is required for ongoing business continuity, professional development and effective collaboration with colleagues and management.