Guest Services Specialist

US Job Description

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Firm Information

Reed Smith is a dynamic international law firm dedicated to helping clients move their businesses forward. With an inclusive culture and innovative mindset, we deliver smarter, more creative legal services that drive better outcomes for our clients. Our deep industry knowledge, long-standing relationships and collaborative structure make us the go-to partner for complex disputes, transactions and regulatory matters.

Our team of 3,000 people (including more than 1,600 lawyers) across more than 30 offices in the United States, Europe, the Middle East and Asia, operate as one global partnership to drive progress for our clients, for ourselves and for our communities.

Position Summary

The Guest Services Specialist will team with the Guest Services staff to ensure a warm, welcoming, and professional atmosphere for clients, recruits, customers, and personnel. Located in the lobby and main reception areas, Guest Services staff are the first point of contact for visitors and are responsible for making them feel comfortable, directing them to their appointments, and meeting and assisting them during their stay. The Guest Services Specialist will convey the highest standards of guest services and relations, and will interact closely with timekeepers, executive assistants, and other staff on coordination of client and visitor appointments, particularly when utilizing the reception, conference rooms, and on-site dining facilities. The Specialist position is a customer-facing role and requires an individual with strong communication skills, a great customer service attitude, and willingness to take on new projects and learn new skills.

Job Duties and Responsibilities

Create and maintain a welcoming environment by greeting and assisting all visitors and Reed Smith personnel.
Properly greet Firm visitors and personnel with a smile and maintain eye contact through entire interaction.
Answer telephones in a friendly, professional manner, taking accurate messages and appropriately handling or referring questions and requests. Proper telephone techniques include always putting a smile in one’s voice and enhancing personalization by using names.
Follow established procedures with regard to both expected and unexpected arrivals.
Become familiar with Firm clients and visitors and address by name whenever possible.
When situated in Lobby arrival area, follow established security policies and procedures with regard to arriving and departing visitors, contractors, delivery persons, etc.
Assist with creating and distributing employee ID badge and building access cards.
Confirm room reservations and bookings.
Assist guests with light photocopying, printing, scanning, facisimile, and sending or receiving courier packages and any other such requests.
Handle car service requests for visitors and personnel.
Communicate requests to the appropriate internal support departments.
Instruct couriers and people making deliveries to enter through the freight area.
Send e-mails to the Office Managing Partner announcing guests at the office from any of the other Reed Smith offices.
Deliver a high level of concierge resource and services to guests, including dining recommendations and reservations, finding their temporary/visitor offices, locating amenities within the building, facilating communication and transportation assistance, and providing community retail, neighborhood amenities, and organizational information.
Adhere to Guest Services signature look and report to work in business attire with name badge worn properly.
Update and maintain supply of restaurant, hotel, transportation, and entertainment guides.
Analytical skills and ability to work with conference room management/booking systems.
Troubleshoot a wide variety of requests and situations, both for guests and for members of the Firm.
Review conference room schedules for catering, technology, and set-up requirements.
Perform general office administrative tasks such as creating word documents, spreadsheets, publications, and signage
Assume overall responsibility for all administrative duties which are necessary in the functioning of the department.
Thoroughly understand Firm’s emergency procedures and be prepared to carry out designated tasks in the event of a fire or other emergency.
Maintain the attractive, neat appearance of the Reception areas, keeping newspapers and periodicals in order, etc.
Conduct daily walk-through of the lobbies and conference room space to ensure safe, clean, and organized facilities.
Regularly inspect and evaluate physical condition of facility; recommend maintenance, repairs, and furnishings management to Facilities team. Maintain facilities log.
Handle on-floor conference room activities, both visually and by means of the EMS Conference Room scheduling system, being aware of meeting start/end times, attendees in the room, food and beverage orders, etc. Advise appropriate staff members of changes in meeting room status, special requests, etc.
Work directly with executive assistants, timekeepers and staff when special requests/events occur.
Anticipate and provide clients and personnel with meeting room scheduling solutions to any conflicts in a positive and timely manner.
Clean up conference rooms after/between meetings.
Coordinate food removal from conference rooms with Catering.
Assist with Firm Events when needed.
Inform resposible manager of any problems (i.e., equipment, furniture, walls, etc.) which need attention.
Provide support for any conference room needs while meetings are in progress.
Assist in the preparation and management of large meetings, seminars, and other events by greeting guests and issuing name badges that must be worn throughout their stay.
Collect name badges for recycling at the conclusion of all meetings as necessary.
Miscellaneous general duties as directed by the responsible manager.

Job duties and responsibilities included are not exhaustive and may be supplemented as necessary. Reed Smith reserves the right to revise or modify job duties and responsibilities at any time.

Requirements

Education: Experience in Hospitality Management.

Experience: Two years experience in Hospitality service industry; general clerical experience.

Skills:

Strong customer service skills, the ability to accept accountability for all assigned responsibilities with a high level of diplomacy, the capacity to handle collaboration and competing priorities, timeliness, and positive attitude.

Must be thoughtful, deliberate and logical, balanced with sufficient assertiveness to navigate the complex nature of the business; possess process management and situational assessment/analysis skills.

A genuine sense of hospitality, with a commitment to delivering outstanding customer service in all aspects of the position.

Punctual, dependable, and dedicated to achieving operational excellence, down to the smallest of details.

Discreet, ethical, and committed to maintaining a high degree of confidentiality.

A consistently professional approach, with a mindset to take ownership and responsibility within and outside one’s job domain.

Must be highly organized and engergetic and possess the ability to get the job done.

Must be able to multi-task and be flexible to change.

Ability to discern situations with an eye toward continuous improvement

Other

Supervisory Responsibilities: None

Equipment To Be Used: Personal computer and other office equipment such as telephone, typewriter, calculator, fax machine, duplicating machine and so on.

Essential Job Functions:

Ability to deal with stress associated with a fast paced work environment, including handling the demands of multiple tasks on a daily basis.
Ability to work well as a member of a team and make judgment decisions and handle daily responsibilities with little or no supervision.
Ability to adapt to changing work situations and grasp and apply new ideas.
Ability to relate and interact with people at all levels within the Firm as well as with others from outside the firm (vendors).
Requires normal range of hearing and vision.
Ability to stand, bend, stoop and reach continuously.
Abilit to lift, possibly up to 50 pounds or more.
Ability to demonstrate manual dexterity sufficient to operate standard office machines such as high speed copiers (being able to clear jams as they occur), binding equipment, paper drill, paper cutter, and cost accounting system.

Working Conditions: Works in a typical office setting. Occasionally called upon to work hours in excess of your normal daily schedule. The details of your weekly schedule will be discussed further with your direct supervisor.

Pay Ranges: This represents the presently-anticipated low and high end of Reed Smith’s pay range for this position. Actual pay may vary based on various factors, including but not limited to location and experience.

Pittsburgh: $17.79 - $21.63

Benefits Package Summary:

401k Plan
Medical
Health Savings Account
Virtual Health
Dental
Vision
Accident
Hospital indemnity
Critical illness
Life insurance
Short term disability
Long term disability
Flexible Spending Accounts
Lyra Health EAP
Paid Family Leave
College Savings Plan
Transportation benefit
Back-up Child Care
College Coach
Pet insurance
Paid time off

Reed Smith offers a challenging work environment, business casual dress code and a total compensation package that includes a competitive salary, flexible benefits program, tuition assistance, and generous 401 (k) plan.

Reed Smith is an Equal Opportunity Employer. Reed Smith's success depends heavily on the effective utilization of qualified people, regardless of their race, ancestry, religion, color, sex, age, national origin, sexual orientation, gender identity and/or expression, disability, veteran's status, or any characteristic protected by law. As a firm, we adhere to and promote equal employment opportunity for all.

Reed Smith provides reasonable accommodations for persons with disabilities, including in the application and interview process.

Qualified candidates only. No search firms.

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