Receptionist / Concierge

Job Title: Receptionist

Reports To: The Receptionist will report to the Client Services Supervisor Client Services Manager or equivalent leadership.

Job Overview:

The Receptionist will help to elevate the office experience by providing personalized client-centric services and administrative support. They will provide exceptional service by greeting and assisting all visitors and answering inbound calls and emails. They continuously offer the highest level of service to all corporate employees and their visitors. They maintain a professional image of the company by providing prompt courteous and efficient service. As an effort to be a cross-trained team player the receptionist may be called upon to assist in other SPS service areas such as but not limited to mail/shipping operations hospitality and general office/facilities work based on operational needs to provide top-tier customer experience. They will work proactively with their teammates to provide curated experiences general office support and hospitality services. This person is the warm welcome and fond farewell creating memorable experiences for our client and clients guests.

Overall this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt courteous and efficient service.

Duties and Responsibilities:

Client Engagement:

Greets and welcomes clients and guests with a friendly and professional demeanor.
Fosters positive relationships with clients understanding their unique needs and preferences.
Proactively engages with clients offering assistance and ensuring their comfort and satisfaction throughout their day.
Creates and maintains client preference profile book for personalized service points.
Executes on surprise and delight programming where applicable helping mold the office culture.

Office Services Coordination:

Acts as the central point of contact for clients managing their requests and coordinating various services efficiently.
Monitors and maintains client service requests ensuring timely follow-up and resolution.

Concierge Services:

Provides information on local amenities restaurants transportation and other services to meet the clients needs.
Assists with arranging transportation and accommodation for clients when necessary.
Facilitates restaurant reservations transportation services and local experiences tailored to clients preferences.

Event and Catering Support:

Coordinates catering services for client meetings and events ensuring a high level of service and presentation.
Assists in planning and executing special events including setup decorations and guest management.

Workspace Management:

Performs regular floor walks to ensure floor supports are well-stocked and all common areas are clean and orderly.
Ensures all printers are functioning stocked with paper and all unclaimed print jobs are secured or discarded per office policy.
Ensures common areas are neat organized and welcoming including the reception area and client lounges.
Monitors and restocks supplies such as beverages and reading materials and ensure a well-maintained ambiance.
Hand delivers office supplies to client desks.
Provides clients support for document scanning.

Feedback Collection:

Solicits and gathers feedback from clients to continuously improve the client experience and services.
Analyzes feedback data to implement improvements and enhance client satisfaction.

Emergency Response:

Is familiar with emergency procedures and be prepared to guide clients and guests in the event of an emergency.
Acts as a point of contact in emergency situations ensuring clients safety and well-being.

Additional:

Provides 5-star customer service to all employees and visitors (in all forms of communication).
Answer all calls/correspondences and provide an exceptional customer service experience for all incoming/outgoing visitors.
Ensures all visitors complete sign and understand their responsibility for adhering to the corporations Nondisclosure Agreement (NDA).
Logs visitors into registration system.
Activates access for temporary badges for employees who forgot or lost their badge or are experiencing issues with their current badge.
Issues facility access cards to employees.
Create and maintain records for Kastle key inventory parking passes and supplies inventory.
Meet greet and welcome all internal and external visitors; assist with coats luggage etc.
Answers and properly routes global calls some confidential in nature using company -wide switchboard or provide appropriate information to the caller. Calls are to be handled expeditiously in a professional and businesslike manner while being friendly and using a high standard of customer service.
Prioritizes calls and escalates customer service issues to the proper chain of command.
Takes initiative to ensure the company phone and speed dial lists are current.
Responsible for training a back-up and providing guidance on policies and procedures.
Notifies employees upon receipt of inbound deliveries or have the delivery made to the Mail Room as is appropriate.
Provides light administrative support to staff as directed such as scheduling meeting rooms ordering catering assisting other teams when needed for various tasks (envelope labels compiling manuals etc.).
Follows up on loaned access cards to make sure all are returned and contact Security if card is not returned by the end of the day.
Coordinate and communicate with AV team to ensure seamless coverage for meetings.
Submit work orders as needed to Facilities team and building management.
Light facilities/hospitality work: perform hospitality work as needed such as but not limited to assisting customers to open troubleshooting tickets and helping with supply orders
Builds professional relationships with customers and other teams.
Maintains the reception area in a neat and orderly fashion to include visitor reading materials.
Service and replenish the barista pantry conference kitchen or meetings areas.
Will perform meeting room and conference room set ups.
Monitors level of office supplies on the floor and replenishing and orders accordingly.
Assists with copy/print orders and/or monitoring the copy/print equipment for satisfactory functionality.
Maintains professionalism and composure when interacting with all callers/visitors.
Strategically determines what additional support is needed when handling sensitive inquiries in person or on the phone. Provides back of office coverage as needed.
Proactively seeks out additional work during downtime.

Qualifications:

High school diploma or equivalent is required. Associate or bachelors degree preferred in hospitality a plus.
Proven work experience in a client-facing role in a corporate or hospitality setting.
Strong communication interpersonal and problem-solving skills.
Professional appearance and demeanor.
Ability to maintain confidentiality and discretion.
Tech-savvy with the ability to adapt to various software and systems.
Flexibility to work in a fast-paced and dynamic environment.
Customer service or hospitality certification is a plus.
Ability to be creative problem solve and deliver strong results.
Self-motivated organized and proactive.
Strong organizational and collaboration skills.
Ability to effectively prioritize and executes under pressure.
Required to maintain an overall professional appearance and attitude.
Adhere to all policies and procedures required.

Physical Demands:

Fine and/or gross motor skills including the ability to grasp lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.
Ability to walk bend kneel stand and/or sit for an extended period of time.
Manual dexterity required for operating office machinery (phone copy machines binding equipment etc.).
Ability to lift or move 40 lbs. or greater frequently.

Travel: None or Negligible

Other Duties:
This job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
• Learning & Development: At SPS we promote a work culture of learning so that you can develop to be the best at what you do!
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
• Benefit Offerings:Medical Dental Vision HCFSA DCFSA HSA Commuter Transit and Parking Supplemental Life Insurance Accident Insurance Critical Illness Hospital Indemnity Legal Program Identify Theft Protection Pet Discounts Pet Insurance Group Home and Auto Insurance EAP Short Term Disability Life Insurance Education Discounts 401k w/ matching Entertainment Discounts & Paid Time Off.
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPSis an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe.

In North America our services include Mailroom Management (both physical and digital) Office Services such as Reception Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking insurance legal higher education advertising and other professional services including many Fortune 500 companies.

SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people applicants and employees by promoting a culture of access inclusion equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex sexual and reproductive health choices national origin age disability genetics military status gender identity or expression sexual orientation and/or any other status protected by law.

To view our privacy policy click on the link below:

SPS-North America Privacy Policy