Receptionist, Customer Service​/HelpDesk

Job Description

The Receptionist delivers exceptional customer service for our clients. Responsibilities include leading employee(s) and directing workflow for reception and concierge services while serving as a subject matter expert and resource to the team.

• Ensure the team provides outstanding reception and concierge service to clients, building strong customer relationships.
• 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 problem‑solve resolutions in accordance with policies and procedures.
• Produce required reports on schedule.
• Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction.
• 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 high‑level professional service.
  • Attend to guests' wishes and requirements.
  • Answer the phone, make reservations, take and distribute messages or mail and redirect calls.
  • Acquire extensive knowledge of the premises and nearby venues and businesses to make the most suitable recommendations.
  • Arrange events, excursions, transportation, etc. upon request from guests.
  • Handle external and internal calls professionally.
  • 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.
  • Continuously 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, creating a 'one team' approach to delighting guests.
  • Occasional requirement to support client functions that run into the evening.
  • Adhere to Williams Lea policies in addition to client site policies.

• High school diploma or equivalent.
• Minimum 3 years of 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 and written.
• Good time management skills.
• Good knowledge and understanding of a Cisco telephone system.
• Professional presentation/appearance.
• Great interpersonal skills and an outgoing personality.
• Excellent command of the English language, both verbal and written.
• Operational experience at prestigious events preferred.
• Attention to detail with good organizational skills.
• Passion to achieve excellent guest service consistently.
• Ability to lead others effectively.
• Work under pressure, plan ahead and anticipate problems.
• Meet all required deadlines.
• Welcoming positive manner and understanding of what good customer service looks like.
• Acts with integrity at all times and embraces the company philosophy.
• Understand the needs of the client and provide superior customer service.
• 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.
• Multitask, prioritize workload, and provide administrative support.
• Handle sensitive and/or confidential documents and information.
• Makes independent decisions that conform to business needs and policy.
• Good problem‑solving skills and understanding of when to escalated issues to supervisory or managerial level.
• Works well in a team environment.
• Interacts effectively with…