CLIENT CENTER GUEST SERVICE AGENT

Rapport Client Guest Service Agent

Salary: $29 - $30 / hour

Rapport is a specialized division of FLIK Hospitality Group focused on all aspects of guest and employee services, meeting and event planning and conference center management. Distinct from recruitment agencies, we do not engage in temporary contracts. Our commitment is to foster long-term career development, allowing ambassadors to enjoy the comprehensive benefits of working directly with us.

Rapport invests in all of its ambassadors, allowing them to attain their career aspirations. It starts with a warm welcome to our business, followed by an individual training and development program. You'll be encouraged to become the very best you can be throughout your career here, and will be provided with the skills to step into your next big role.

Becoming a Rapport ambassador means becoming part of a global community, collaborating with diverse talents, sharing ideas, and experiencing a workplace culture that extends beyond local boundaries. Your journey with us is more than just a job: it's a meaningful career.

Job Summary

The Client Guest Service Agent (GSA) is responsible for establishing a warm, welcoming and professional atmosphere for all clients, executives and staff members at all times. Located on the Third Floor GSAM Client Center, the GSA will be the first point of contact for visitors to the area, making them feel comfortable, directing them to their appointments and meetings and assisting them during their stay.

Key Responsibilities:

• Properly greet and handle visitors with a smile and maintaining eye contact through the entire interaction. Following established procedures with regard to both expected and unexpected arrivals, Addressing guests and clients by name whenever possible.
• Greet and direct and/or escort clients to designated meeting room.
• Conduct room checks and work with partner vendors to ensure all meeting requirements are pre-set in room prior to start of meeting.
• Handling on-floor conference room activities, both visually and by means of the reservations system, being aware of meeting start / end times, attendees in the room, food and beverage orders, etc. Advising the appropriate staff members of changes in meeting room status, special requests, etc.
• Conduct opening and closing walkthroughs when business requires.
• Assist with coat check and luggage.
• Preparing daily agendas, printing of daily packet for daily meeting.
• Manage and maintain all conference center, training and meeting materials.
• Book meetings/events in EMS and following protocol for email confirmation, no show management and internal correspondence.
• Accommodating meeting requests from 3 rd Flr email inbox in a timely and professional manner and troubleshoot space conflicts as needed. Escalate accordingly to Conference Center lead if needed.
• Answering telephones in a friendly, professional manner, taking messages with accuracy, transferring phone calls, 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.
• Managing closely all activity in the internal visitor processing system, which includes registering and updating visitors as needed.
• Acting as an overall Hospitality Services resource to guests and employees by providing way-finding and amenities within building, commutation and transportation, community retail, neighborhood amenities, and organizational information.
• Standing during peak business hours and when greeting guests.
• Having a thorough understanding of the emergency procedures and being prepared to carry out designated tasks in the event of a fire or other emergency.
• Adhering to uniform and grooming policies.
• Maintaining the attractive, neat appearance of the Reception area.
• Gaining an understanding of the company culture, key areas of activity and creating "transparency".
• Assist with coverage in other locations as needed adhere to flexible schedules to meet business demands.
• Prepare and submit daily reports to appropriate recipients.
• Participate in daily, weekly, and monthly meetings.
• Abiding by "20 Second Rule" and notifying manager on duty of any occurrences.
• Capacity to take on additional duties as assigned. Additional adjustments or responsibilities may be changed or added as necessary.

Preferred Qualifications:

• A genuine sense of hospitality, with a commitment to delivering the Platinum Service Standard in all aspects of the GSA job.
• The ability to work under pressure, prioritizing tasks and juggling many jobs simultaneously, while constantly interacting with visitors in a public environment.
• Excellent listening and oral communication skills.
• Basic computer skills and knowledge of office technology / equipment.
• 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.
• Two to three years' experience in a client service/reception position within a hospitality or corporate environment.

Rapport maintains a drug-free workplace.

Associates in Rapport are offered many fantastic benefits.

• Medical
• Dental
• Vision
• Life Insurance/ AD
• Disability Insurance
• Retirement Plan
• Paid Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Paid Parental Leave
• Personal Leave

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.

Req ID: 1538539

Rapport a specialized division of FLIK Hospitality Group