Guest Experience Coordinator

Guest Experience Coordinator

The Guest Experience Coordinator is responsible for serving as the firm's first point of contact for clients and guests to the local office. This role creates a memorable, positive, and personalized client experience by greeting guests warmly, anticipating needs, and handling inquiries in a manner consistent with the firm's culture.

Location: Long Island, NY

• Maintain a positive, pleasant, and helpful demeanor at all times and remain calm under pressure.
• Lead coordination of the office's reception area activities:
• Serve as the point person for office leadership regarding client and guest arrivals.
• Coordinate with the marketing team on event logistics.
• Monitor lobby and conference room A/V and IT equipment and notify IT of issues.
• Maintain an orderly and presentable lobby.
• Greet guests in a friendly manner and engage in conversation upon arrival and departure.
• Offer brief tours of the office and space overview.
• Escort guests to seating areas or conference rooms.
• Offer to hang coats and serve refreshments.
• Provide guests with technical assistance such as Wi‑Fi passcodes.
• Obtain relevant guest information—purpose of visit, contact, relationship with the firm, etc.
• Notify host of guest arrival and confirm escorting to the conference room.
• Create and update guest profiles in Workspace.
• Observe and anticipate guests' needs, seeking opportunities to exceed expectations:
• Respond to or direct inquiries to appropriate parties.
• Provide travel and transportation schedules, boarding passes, and flight status.
• Recommend dining options.
• Share knowledge of local area, restaurants, attractions, and discount perks.
• Offer cell phone and device charging.
• Participate in the firm's cross‑office switchboard coverage program, answering and directing calls.
• Distribute security badges and parking validations; reconcile inventory logs in Aderant.
• Assist clients and visitors with document editing, scanning, faxing, courier arrangements, photocopying, and transportation.
• Support efficient and safe conference center operations:
• Communicate guest office and meeting room needs to Support Services, Hospitality, and other personnel.
• Monitor the conference room scheduling application and cancel or reschedule rooms as necessary.
• Create conference room reservations and catering requests in Workspace.
• Confirm confirmation of Workspace matches office event bulletins.
• Send a daily list of scheduled visitors to all relevant office personnel.
• Distribute the daily NP Planner email to the local office.
• Follow firm policies regarding visitor access to offices and conference rooms; maintain a log of access/security cards and issue or cancel as needed.
• Maintain awareness of potential office security issues and communicate concerns to local management, building security, and risk management.
• Ensure courier services and deliveries are recorded and directed to the appropriate recipient.
• Participate in cross‑training initiatives, providing backup to Support Services and Hospitality teams:
• Enter maintenance requests into the building services system.
• Enter guest information into the building registration system.
• Assist with standard beverage and snack set‑ups.
• Maintain knowledge of all fire, safety, security, and emergency procedures, including CPR, AED, and First Aid certifications; be BCDR and emergency response team member; inform new or junior team members.
• Maintain a neat and organized workstation and reception seating area.
• Maintain a professional business appearance in business attire.
• Provide cooperative, responsive, and courteous service to co‑workers, attorneys, and external clients.
• Maintain regular and dependable attendance under the firm's Paid Time Off (PTO) policy.
• Participate in firm training, including soft and IT skills.
• Maintain a current Reception Reference Guide.
• Assist in training new or junior team members; act as a positive role model.
• Perform other duties as assigned.

To perform this job successfully, you must be able to carry out each essential job responsibility listed above, satisfactorily, with or without reasonable accommodation. Nixon Peabody reserves the right to change or assign other duties to this position.…