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Guest Services Specialist

3 months ago

Atlanta, United States Alston & Bird's Full time

THE FIRMAt Alston & Bird, an international law firm, we take pride in our work through impactful communication, collaboration, and community involvement. Our company culture has been recognized for Fortune magazine's "100 Best Companies to Work For©" for 25 years in a row. This accolade, along with many others, fosters a continuous drive for innovation and professional development amongst our employees. Here at Alston & Bird, we have built a foundation of trust, consistency, and humanity that contributes to our overall success. JOB DESCRIPTIONROLE SUMMARYThe Atlanta office of Alston & Bird has a fantastic opportunity for a Guest Services Specialist to join our teamUnder direction of the Associate Director of Conference Services, efficiently manage and coordinate all services related to visitor experience, firm business calls, reservation management, Atlanta Daily Vitals, Red Carpet Service, Atlanta office service ambassador, and emergency medical response liaison by being professional, caring, resourceful and motivated. An Alston & Bird Guest Services Specialist is proactive in anticipating clients' needs and responds promptly to the requests of customers by aligning services to the customers' needs and schedules.A Guest Services Specialist is a good steward of the Firm's TOP ECHELON service culture which the Firm relies on to deliver world class service to our clients, guests, business partners, attorneys, and administrative staff. TOP ECHELON is a distinguishable brand of service that extends beyond the norm and empowers us to exceed internal and external customer expectations.RESPONSIBILITIES INCLUDE, BUT NOT LIMITED TO Serve as the first point of contact for greeting all scheduled clients and guests of the Firm with a calm, courteous, and professional demeanorProvide responsive, personalized telephone service to all Firm business calls in a calm, friendly, and caring mannerServe as client liaison between other departments and personnel within the firm to address client requests/needs quickly and efficiently Act as visiting attorney's concierge by submitting and communicating Red Carpet requests, providing access card distribution and tracking, floor maps, office resources and general directions in the local areaExtensive knowledge of EMS to book, run reports and update meeting requests for last-minute additions and troubleshoot scheduling conflictsWorking knowledge of Firm's telephone system, reservation system, and office buildings visitor management / guest badging systemService ambassador to internal staff and attorneys regarding Atlanta office resources and conference space considerationsProcess guest identification and escort throughout the premises in accordance to ISO policiesCommunicate via email the Atlanta Office Vitals which highlights visitors, upcoming events and Alston Room menuServe as a resource for inquiries about the Firm and areas of law we supportServe as a liaison between First Responders and Firm Medical Response Team for emergency medical callsMaintain reception area to be client readyAbility to provide overtime support as the business needs require, sometimes with little noticePresenting a professional appearance and professional attire expectedPerform other related duties as assigned by supervisorSKILLS NEEDED TO BE SUCESSFULOrganizational and Task ManagementAbility to organize work in a manner that facilitates timely and efficient completion of tasksAbility to learn and adapt quickly to changing situations with minimal planning/informationAbility to resolve issues quickly and efficiently Communication and Listening SkillsStrong command of the English language, both verbal and writtenAbility to effectively utilize verbal and written communication with colleagues, clients, and other individualsAbility to clearly and accurately convey information in a professional and respectful tone with colleagues, clients, and othersAbility to share ideas, feedback, and opinions in a constructive and professional mannerAbility to listen and be open to learning from other people's advice and observationsPerformance StandardsPromote a positive attitude about the Firm, your work responsibilities, and the competencies of our departmentUnderstand and execute Firm Guest Services Specialist Service Standards outlined on the ABNet Private SiteMaintain and follow current policies, benefits, and rules that are posted in the Firm ManualMaintain and follow all mandatory firm requests, training, and compliance documentation (i.e. Security Awareness Training, HIPPA, etc.)EDUCATION AND EXPERIENCEIntermediate knowledge of Microsoft suite, EMS and field-based data entry systemsPrevious experience of 3 or more years in a customer service position at a professional service establishmentHigh School diploma minimum educational requirementPHYSICAL EFFORTRepetitive, substantial movements of the wrists, hands and/or fingersCrouching, kneeling, standing, climbing, stooping, walking, pushing, pulling, and liftingTalking expressing or exchanging ideas by means of spoken wordAbility to convey detailed or important spoken instructions to other workers accuratelyHearing ability to receive detailed information through oral communicationEQUAL OPPORTUNITY EMPLOYERAlston & Bird LLP is an Equal Opportunity Employer does not discriminate on the bases of any status protected under federal, state, or local law. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status or disability in relation to our recruiting, hiring, and promoting practices.The statements contained in this position description are not necessarily all-inclusive, additional duties and responsibilities may be assigned and requirements may vary from time to time.Professional business references and a background check will be required for all final applicants selected for a position.If you need assistance or an accommodation due to a disability you may contact us at trevor.barker@alston.com.Alston & Bird is not currently accepting resumes from agencies for this position. If you are a recruiter, search firm, or employment agency, you will not be compensated in any way for your referral of a candidate even if Alston & Bird hires the candidate.