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Guest Services Specialist - (Onsite)
Location:
Pittsburgh, PA
Description:
US Job Description Firm Information Reed Smith is a global relationship law firm with more than 1,700 lawyers in 28 offices throughout the United States, Europe, Asia and the Middle East. Founded in 1877, the firm represents leading international businesses, from Fortune 100 corporations to mid-market and emerging enterprises. Its lawyers provide litigation and other dispute resolution services in multi-jurisdictional and other high-stakes matters; deliver regulatory counsel; and execute the full range of strategic domestic and cross-border transactions. Reed Smith is a preeminent advisor to industries including financial services, life sciences, health care, advertising, entertainment and media, shipping and transport, energy and natural resources, real estate, manufacturing, technology, and education. For more information, visit reedsmith.com. 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 attorneys, 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. Essential Functions 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. Scan photo ID's for all guests and issue guest name badges that must be worn throughout their stay. Assist with creating and distributing employee ID badge and building access cards. Confirm room reservations and bookings. Assist guests with light photocopying, printing, scanning, facisimile, 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 e-mails to the Pittsburgh Managing Partner announcing guests at the Reed Smith Centre 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, facilating 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. Analytical skills and ability to work with conference room management/booking systems. Troubleshoot a wide variety of requests and situations, both for guests and for members of the Firm. Review conference room schedules for catering, technology, and set-up requirements. 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. Maintain the attractive, neat appearance of the Reception areas, keeping newspapers and periodicals in order, etc. Conduct daily walk-through of the lobbies and conference room space to ensure safe, clean, and organized facilities. Regularly inspect and evaluate physical condition of facility; recommend maintenance, repairs, and furnishings management to Facilities team. Maintain facilities log. Handle on-floor conference room activities, both visually and by means of the EMS Conference Room 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 secretaries and attorneys 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. Clean up conference rooms after/between meetings. Coordinate food removal from conference rooms with Catering. Assist with Firm Events when needed. Facilitate and/or coordinate with secretaries, attorneys, and clients the set-up of audio conference calls with outside conferencing vendor. Inform the Director of Operations or Senior Operations 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. Scan photo ID's for all guests. 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 Senior Operations Manager. 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. Ability to lift 20 pounds. Other Equipment To Be Used: Personal computer and other office equipment such as Cisco Console telephone system, calculator, fax machine, duplicating machine and so on. Typical Physical Demands: Sitting, standing, bending, stooping, and reaching. Frequent lifting up to 20 pounds. Manual dexterity sufficient to operate standard office machines. Normal range of hearing and vision. Typical Mental Demands: Able to deal with stress associated with fast-paced work environment. Multiple priorities/tasks. Make judgment decisions and adapt to changing work situations. Grasp and apply new ideas. Communicate with various personalities at all levels. Working Conditions: Works in a typical office setting. Occasionally called upon to work overtime. 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. Qualified candidates only, No search firms. Reed Smith is an Equal Opportunity Employer. Reed Smith's success depends heavily on the effective utilization of qualified people, regardless of their race, ancestry, religion, colour, sex, age, national origin, sexual orientation, gender identity and/or expression, disability, veteran's status, or any characteristic protected by law. As a firm, we adhere to and promote equal employment opportunity for all. PDN-9b726245-6363-41b0-93cf-949d5e6b6207
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