Guest Experiece Coordinator; Receptionist

Overview

Job Description: The Guest Experience Coordinator is responsible for serving as the firm’s first point of contact for clients and guests to the local office and plays a leading role in fulfilling the firm’s “First Impressions” philosophy. This position is responsible for creating a memorable, positive and personalized client experience for guests and local office personnel by greeting them in a manner that makes them feel welcome, anticipating needs and handling all inquiries in a manner consistent with the culture of the firm and the local office.

Location: Rochester, NY

• Maintain positive, pleasant and helpful demeanor at all times and remain calm under pressure.
• Lead the coordination of the office’s more complex reception area activities, including, but not limited to:
  • Serve as the point person for office leadership regarding the comings and goings of clients and guests.
  • Coordinate with the marketing team on event logistics.
  • Monitor lobby and conference room A/V and IT equipment and notifying IT of any potential issues.
  • Maintain orderly and presentable lobby.
  • Greet guests in a friendly manner, and engage in conversation upon arrival and departure, as appropriate.
  • Offer to facilitate brief tours of general office and space overview, as appropriate.
  • Escort guests to seating area and/or conference room, as appropriate.
  • Offer to hang guests’ coats and offer and serve refreshments.
  • Provide guests with technical assistance, such as Wi‑Fi passcode.
  • Obtain and understand relevant guest information – purpose of visit, who they are here to see, the guest’s business/employer, and the guest’s relationship with the firm, as appropriate.
  • Notify NP host that his/her guest is on-site and confirm whether to escort guest to the conference room.
  • Create and update guest profiles in Workspace.
• Observe and anticipate guests’ needs (using information obtained from previous interactions with the guest, if possible); look and listen for opportunities to exceed guest expectations. Opportunities may include:
  • Respond to or direct inquiries to appropriate parties.
  • Provide travel and transportation schedules and information, including boarding passes and flight status.
  • Recommend dining options.
  • Share knowledge of local area, streets, restaurants, attractions, discount perks, etc.
  • Offer cell phone and device charging.
• Participate in the Firm’s cross-office switchboard coverage program and take phone calls from own and other offices as directed.
  • Operate a multi-line phone or console in order to relay incoming and outgoing calls.
  • Answer phone and greet callers in a positive and professional manner; directs phone calls to the appropriate attorney, staff member or to the voice mail system.
• Distribute security badges and parking validations, as applicable and as needed; reconcile inventory logs for badges and parking validation costs in Aderant.
• Assist clients and visitors as necessary; this includes but is not limited to document editing, scanning, faxing, arranging for couriers/deliveries, photocopying and transportation arrangements.
• Support efficient and safe conference center operations:
  • Communicate guest office and meeting room needs (i.e. lower blinds for depos or privacy) to Support Services, Hospitality, and other appropriate personnel.
  • Monitor the Firm’s conference room scheduling application and schedules/cancels rooms as necessary.
  • Create conference room reservations/catering requests in Workspace.
  • Confirm Workspace matches office events bulletin.
• Send a list of all scheduled visitors to all personnel in the relevant office on a daily basis.
• Distribute daily NP Planner email to local office.
• Follow Firm policies with regard to visitor access to Firm offices and conference rooms; maintains a log of office access/security cards and issues them to visitors as necessary; follows up to ensure cards are returned and/or cancelled as appropriate.
• Maintain awareness of potential office security issues and communicate concerning issues to local office management, building security when appropriate, and risk management team.
• Ensure that courier services and deliveries are recorded (if necessary) and directed to the appropriate…