Front Desk Ambassador
4 weeks ago
The Front Desk Ambassador is the primary point of contact for clients and guests, providing exceptional customer service and ensuring a positive experience. This role requires a professional, outgoing, and welcoming personality to build strong relationships and create a memorable impression.
Key Responsibilities
Communication
The Front Desk Ambassador interacts with clients and guests via telephone and in-person, listening, articulating clearly, and taking appropriate actions. This includes answering and screening incoming calls, communicating effectively with callers, and managing situations with poise.
- Serve as the voice and face of the firm.
- Answer and screen all incoming external and internal telephone calls in a welcoming and professional manner.
- Communicate clearly and effectively with all callers.
- Approach others in a tactful and professional manner; react well under pressure; treat others with respect; accept responsibility for actions; follow through on commitments.
- Assist all clients and visitors and facilitate their arrivals and departures using appropriate technology and other means to provide accurate information.
- Notify attorneys of visitor arrivals promptly with reminders if necessary.
- Guide visitors to appropriate conference rooms and visitor offices and provide light administrative support.
- Act as primary responder to security issues in a calm and professional manner and report issues to management appropriately.
The Front Desk Ambassador has the ability to meet and exceed guests' expectations and provide services they need. This requires a professional, outgoing, and welcoming personality that understands the value of first impressions, client service, and dedication to creating a memorable experience for all guests.
- Provide a warm, welcoming environment for all clients and guests.
- Greet clients and guests politely by name, engaging with them, and escorting them to their meeting room.
- Ensure all requests are dealt with in a timely and friendly manner.
- Identify and resolve problems in a timely manner; gather and analyze information and develop alternative solutions; use reason when dealing with emotional situations; and the ability to manage changing circumstances quickly and calmly while being responsive to the needs of the clients and guests.
- Anticipate the needs and expectations of each individual client or guest and responding to extremely varied requests.
- Attend to the Receptionist needs of clients/guests to include car service reservations, parking garage assistance, restaurant reservations, check airlines and print boarding passes, theatre tickets, or other hospitality-driven services that clients or visiting attorneys might request.
- Ability to balance team and individual responsibilities; exhibits openness to others' viewpoints and ideas; contributes to building a positive team; committed to supporting co-workers and clients/guests.
- Improve and promote quality and a first-class experience; demonstrates accurateness and thoroughness; follows all policies and procedures, applies feedback to continue to improve.
The Front Desk Ambassador serves as a source of information for the office and has a wide range of resources available to guests. This includes providing working knowledge of conference-related technical skills such as setting up conference calls, long-distance dialing, LAD-related issues for visitors.
- Provide clients with inside knowledge of the best coffee shops, restaurants, and dry cleaning services in the area and provide guidance as guests/clients navigate their travel and time in the city.
- Have a depth of understanding about the firm, the people, and the clients.
- Inform Conference and Events Coordinator, Facilities Manager and/or Office Administrator of: any and all facilities issues; ensure that the client reception area is kept clean and professional in appearance, and is in compliance with client confidentiality; and check all amenities equipment.
- Familiarize oneself with firm personnel, policies, and procedures.
- Attain proficiency in the conference room reservation software (Service Now). Book conference rooms and visitor offices and ensure that all necessary components for meetings (A/V, food, room configuration and similar requirements) are provided.
The Front Desk Ambassador is responsible for attending all necessary training, including software training as required to perform job functions. This role also involves handling multiple tasks, such as event preparation, Excel projects, short correspondence, photocopying, faxing, mailing, and light assistant duties.
- Attend all necessary training including software(s) as required to perform job functions.
- Handle multiple tasks to include, but not limited to event preparation such as envelope stuffing or name tag preparation, Excel projects, short correspondence, photocopying, faxing, mailing, and light assistant duties.
- Maintain a flexible work schedule to change hours as necessary to accommodate events, meetings, firm holidays, weather, and other types of emergencies; overtime as required.
- Professional appearance and strict adherence to firm's required dress code for this position.
- All members of the firm are encouraged to participate in our Global Citizenship program.
- Other special projects and duties as assigned.
EDUCATION, CERTIFICATIONS AND/OR EXPERIENCE:
- Relevant hospitality/administrative experience with high visitor and call volume in a medium-to-large-sized organization preferred.
- 45 wpm typing skills, good spelling and grammar, and basic knowledge of Microsoft Office suite.
- Effective and professional verbal communication skills.
- Strong organizational skills and calendar management skills.
- Resourceful in problem-solving and meeting client/visitor needs.
- Professional appearance and outgoing positive demeanor.
- Ability to write, read, and comprehend correspondences, memos, emails, and basic instructions.
- English is required; other languages are a plus.
- Must be able to lift 10 pounds.
- Must be able to climb stairs and walk guests around the conference center.
Core Hours are 8:00 a.m. to 4:00 p.m. with a one-hour break. Must be flexible to work overtime hours.
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