Receptionist Lead

Job qualifications

• High school diploma or equivalent
• Minimum 3 years Concierge and/or reception experience in a customer service environment legal or financial services industries preferred

• 1 year or more experience working on a reception desk for a blue-chip company within a busy office environment

• Intermediate Microsoft Office Word and Excel skills
• Basic Microsoft PowerPoint skills
• Prior experience working with vendors preferred

• Outstanding guest services skills
• Excellent and sophisticated communication skills both verbal & written
• Good time management skills
• Good knowledge and understanding of a Cisco telephone system
• Must possess professional presentation/appearance
• Great interpersonal skills and an outgoing personality
• Excellent command of the English language both in verbal and written communication
• Operational experience working at prestigious events preferred
• Attention to detail with good organizational skills
• Must possess passion to achieve excellent guest service consistently
• Demonstrates the ability to lead others effectively
• Ability to work under pressure plan ahead and anticipate problems
• Ability to meet all required deadlines
• A welcoming positive manner and an understanding of what good customer service looks like
• Acts 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 business
• Knowledge of Condeco and working knowledge of A/V equipment an advantage
• Ability 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 environment
• Must 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 team
• External: Clients clients 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 guests arrival
  • *Understand customers 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 management
  • Liaise with other departments to ensure efficient communication and guest service and creating a one team approach to delighting your guests
  • Occasional requirement to support client functions that run into the evening
  • Adhere to Williams Lea policies in addition to client site policies.