Guest Experience Coordinator; Receptionist

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.

A career at Nixon Peabody is the opportunity to do work that matters. It’s the chance to use your knowledge to shape what’s ahead. To share, to innovate, to learn at a firm that taps the power of collective thinking. We’ve created a dynamic, energizing environment that promotes success for our clients and each other. We offer fast growth, connectedness and training in business as well as law.

And our rigorous standards assure you are part of a diverse team of top talent at every turn. If you’re someone who’s looking toward the future, we’d love to hear from you.

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…