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Guest Services Representative (9am-5pm)

Ropes & Gray LLP
Chicago, IL
United States

JOB SUMMARY:

Acting as the face of a global law firm, the Guest Services Representative is responsible for greeting and directing all clients and visitors, while attending to the main telephone line and organizing immediate assistance to meetings in progress. This position expands upon the traditional receptionist role, including the responsibility of coordinating Conference Center operations of our Chicago office. It is ideal for a customer service orientated individual who has the ability to make a great first impression and present themselves in a polished and professional manner.

ESSENTIAL FUNCTIONS:

Promptly and professionally answer main telephone switchboard and ensure calls are routed expediently.
Follow specified procedures to handle inquiries when providing information related to the firm.
Foster a welcoming and professional environment by promptly greeting and appropriately directing all clients and visitors upon their arrival.
Register external visitors upon request in building security site. Monitor visitor access and gain approval for access when needed to assist in ensuring a secure environment.
Respond to walk-up requests at the Conference Center desk by providing first in class support to internal and external clients.
Coordinate immediate assistance to meetings in progress in relation to catering, technology, room or setup needs.
Create new and/or edit existing room reservations in scheduling software (EMS).
Arrange car service reservations and/or voucher distribution for visitors and clients.
Maintain well stocked and orderly appearance of conference rooms, reception area and visitor offices, as needed.
Collaborate with facilities team on property removal passes, maintenance requests, vendor access needs, overtime HVAC, after-hours office access and activity.
Uphold all Conference Services policies, procedures and high standards for quality service.
Perform other work related duties as assigned by the Conference Services Manager/Supervisor and Office Administrator.
ADDITIONAL RESPONSIBILITIES

A high school diploma or the equivalent with a minimum of three years of related work experience.
Hotel or law firm experience preferred.
Proficiency in MS Office (reservation software experience a plus.)
Highly developed customer service skills.
Strong verbal and written communication skills.
ESSENTIAL CAPABILITIES:

Must demonstrate the ability to:

Maintain strict confidentiality of the firm's internal and personnel affairs.
Provide first class customer service, focusing on detail-orientation and quality assurance.
Interact effectively and professionally with all levels of personnel.
Maintain composure under pressure and handle several matters concurrently.
Plan, organize and carry out multiple related activities with limited supervision.
Work effectively in a culturally and educationally diverse environment.
Follow up and follow through on all assigned tasks.
Be flexible and maintain a professional manner in all situations.
Be reliable and punctual.
Be available for overtime.
Work in a multi-office environment.
WORKING CONDITIONS:

Normal office environment and schedule.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.