Job qualifications

High school diploma or equivalentMinimum 3 years’ Concierge and/or reception experience in a customer service environment, legal or financial services industries preferred1 year or more experience working on a reception desk for a blue-chip company within a busy office environmentIntermediate Microsoft Office Word and Excel skillsBasic Microsoft PowerPoint skillsPrior experience working with vendors preferredOutstanding guest services skills,Excellent and sophisticated communication skills, both verbal & writtenGood time management skillsGood knowledge and understanding of a Cisco telephone systemMust possess professional presentation/appearanceGreat interpersonal skills and an outgoing personalityExcellent command of the English language, both in verbal and written communicationOperational experience working at prestigious events preferredAttention to detail with good organizational skillsMust possess passion to achieve excellent guest service consistentlyDemonstrates the ability to lead others effectivelyAbility to work under pressure, plan ahead and anticipate problemsAbility to meet all required deadlinesA welcoming positive manner and an understanding of what good customer service looks likeActs 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 businessKnowledge of Condeco and working knowledge of A/V equipment an advantageAbility to multitask, prioritize workload and provide administrative support.Ability to handle sensitive and/or confidential documents and information.Able to make independent decisions that conform to business needs and policy.Good problem-solving skills, with the ability and understanding of when to escalate a problem to a supervisory or managerial level.Must work well in a team environmentMust be able to interact effectively with multi-functional and diverse backgrounds.Ability to work in a fast-paced environment.Must be self-motivated with positive can-do attitude.

Job relationships

Internal: Account team, functional teamExternal: Clients, client’s customers, vendors

Job duties

(* 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*Book transport for employees and clients*Manage Visiting Attorney office and room bookings and visitor pass managementLiaise with other departments to ensure efficient communication and guest service, and creating a 'one team' approach to delighting your guestsOccasional requirement to support client functions that run into the eveningAdhere to Williams Lea policies in addition to client site policies.