Guest Service Concierge Lead

1 month ago

Washington, United States Williams Lea Full time

Williams Lea is hiring for a Guest Service Concierge Lead for our Washington office to work Monday through Friday, 9:00 am to 6:00 pm


Pay: $29.00 hourly

Benefits:

  • Various health insurance options & wellness plans (Medical, Dental, Vision, Prescription Drug)
  • 401k Retirement Savings Plan Including Employer Match
  • Paid Time Off (PTO)
  • Life Insurance
  • Paid Parental Leave
  • Short-term & Long-term Disability
  • Healthcare & Dependent Care Flexible Spending Accounts
  • Domestic Partner Coverage
  • Commuter Benefits
  • Legal Assistance
  • Employee Assistance Program (EAP)
  • Additional Employee Perks and Discounts


Job Duties/Responsibilities:

  • Welcoming guests in the office lobby as the main point of contact for any visitor/guest or employee for the organization
  • Ensuring a seamless and personal guest journey
  • Escorting 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 5 Star professional service.
  • Attending to guest's wishes and requirements.
  • 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
  • Answer the phone and make reservations, take and distribute messages or mail and redirect calls
  • Handling external and internal calls in a professional manner
  • Assisting hospitality setting up rooms with beverages and food
  • Manage any external catering requirements from third party vendors
  • Booking of meeting rooms using EMS and MS Outlook accurately and ensuring 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
  • Booking of transport for employees and clients
  • Managing Visiting Attorney office, room bookings and visitor pass management
  • Liaising 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
  • Always acting according to the client’s standards
  • Assist in the daily production of clients visiting attorney email.

Job Qualifications:

  • 8-10 years previous experience working in a Concierge role for a blue-chip company within a high end Hotel, Country Club, Restaurant, Retail or applicable Commercial environment.
  • Excellent leadership skills and experience in leading a customer service-oriented team
  • Outstanding guest services skills, sophisticated verbal & written communication skills
  • Good time management skills
  • Have great interpersonal skills and an outgoing personality.
  • Must possess a professional presentation and presence
  • Have an excellent command of the English language, both in verbal and written communication.
  • Have operational experience working at prestigious events (this is beneficial, but not critical).
  • Be highly organized and have an eye for detail.
  • Have passion to achieve excellent guest service in everything that they do.
  • Be able to work well under pressure and have the ability to act pro-actively and intuitively.
  • Ability to prioritize, work under pressure, plan ahead and anticipate problems
  • Excellent communication skills both written and verbally
  • A team player who is willing to go the extra mile
  • To act with integrity at all times and embrace the company philosophy.
  • Relationship management and communication: ability to create and maintain strong relationships and channels of communication with key interfaces and the business
  • IT Knowledge: Knowledge of EMS, MS Office, and working knowledge of A/V equipment an advantage
  • Administrative skills: ability to multitask, prioritize workload and provide administrative support.
  • Customer focus: ability to understand the needs of the client and provide customer service and superior client service.


​Who we are: In a rapidly changing world, the ability to innovate and break new ground drives progress. Williams Lea has harnessed this ability for more than 200 years.


Our 5,200+ talented employees worldwide are experts in delivering efficient business processes in complex and highly regulated environments.


We’re always progressing. Connecting technology with expertise and strong processes to transform support services. As we enter our third century, we continue helping businesses thrive in a future driven by digitization and virtualization.


It is the policy of Williams Lea to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity of expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.


Williams Lea is a drug-free workplace and performs pre-employment substance abuse testing.

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