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, conference rooms, and on-site dining facilities. 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 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 badges 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 Instruct couriers and people making deliveries to enter through the freight area Send emails to the Office Managing Partner announcing guests at the office from any of the other Reed Smith offices 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 with name badge worn properly Update and maintain supply of restaurant, hotel, transportation, and entertainment guides 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 carry out designated tasks in the event of a fire or other emergency. Be prepared to serve as 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 maintenance, repairs, and furnishings management to Facilities team 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 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 energetic 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 diversified 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 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) Other Supervisory responsibilities: None Equipment to be used: Personal computer and other office equipment such as telephone, typewriter, calculator, fax machine, duplicating machine, and so on Essential job functions: Ability to sit or stand for extended periods and perform tasks requiring prolonged and/or extensive computer and office machine use Ability to use computers, telecommunications, and digital collaboration tools to perform core job responsibilities Ability to communicate effectively Ability to work extended hours as required to meet project, client, or business needs Ability to fulfill physical demands consistent with job duties, including bending, lifting, and moving equipment or materials weighing up to a maximum of 50 pounds, as required Ability to work on site 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 represents the presently anticipated low and high end of Reed Smith's pay range for this position. Actual pay may vary based on various factors, including but not limited to location and experience. This is a non-exempt position. The hourly wage range for this role is $25.24 to $27.40, with an estimated annual compensation range of $52,500 to $57,000, based on expected hours. Employee benefits overview Our comprehensive benefits package includes: 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 a generous 401(k) plan. Equal opportunity statement 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.
