Lead Receptionist (FT) Job at RAPPORT GUEST SERVICES
RAPPORT GUEST SERVICES
Receptionist (FT)
New York, New York•Full-time
Receptionist
New York, New York•Full-time
Receptionist
Working as a
Receptionist Ambassador/ Concierge will allow you the opportunity to work with GREAT people like yourself! You will be surrounded by people who are passionate about what they do and share in our belief in the quality value of delivering
superior hospitality to our premier clients.
The
Receptionist/ Ambassador/ Concierge will be responsible for engaging all Clients, Guests, Vendors, and Employees entering the reception and conference center. The
Receptionist will display an energetic, friendly, and approachable demeanor at all times.
Essential Job Functions:
- Able to speak freely and warmly, engaging clients and guests while efficiently checking them in at the Reception Desk or escorting them to their destination.
- Gaining an understanding of the client culture, and key areas of activity and creating “transparency” by serving as an extension of the Firm.
- Manage closely all activity in the internal visitor greeting process. Must be knowledgeable on all daily meetings and up-to-the-minute changes.
- Acts as the first point of contact for all activities and emergencies, remaining alert at all times. Serves as point person, taking ownership of any challenges that may arise within the conference center, resolving them, or following escalation procedures as required.
- Conduct overall room appearance site inspection and work with Building Operations to maintain facilities
- Assist in conference room readiness inspections to determine the room is equipped with proper event materials such as pads, pencils, event handouts, and welcome packages.
- Handling meeting room bookings, utilizing the reservation system and focusing on the strategic assignment of meeting space to maximize utilization.
- Create instructor welcome packages for the following day’s events.
- Expedite all requests to send packaged materials back to clients.
- Answer reception desk telephones, direct calls, and manage message receipt and delivery process.
- Manage and maintain all-conference center, training, and meeting materials.
- Handling on-floor conference room activities, both visually and using the reservations system, being aware of meeting start/end times, attendees in the room, food and beverage orders, etc. Advising the appropriate staff members of changes in meeting room status, special requests, etc.
- Communicating requests to the appropriate internal support departments such as building maintenance (heating and cooling issues), information technology (computer issues), Audio Visual technology (meeting room technical support), and mail room (package pickups and deliveries)
- Having a thorough understanding of the Firm’s emergency procedures and being prepared to carry out designated tasks in the event of a fire or other emergency.
- Adhering to the Hospitality signature look.
- Troubleshooting a wide variety of requests and situations, both for guests and members of the Firm
- Support the Hospitality Services Manager and ensure every guest is greeted with enthusiasm and has a memorable experience.
- Act as a way-finders and hospitality services resource for all guests.
- Ability to memorize Concierge FAQs and speak knowledgeably about the building, surrounding areas, transportation, local restaurants, and New York City ‘happenings’.
Responsibilities:
Client Care
- Greet all guests/ visitors, and ensure eye contact is made within 10 ft. of entrances and reception desks.
- Greet internal and external clients with a smile, acknowledging them promptly, using the agreed welcome “Good Morning/Good Afternoon …”
- Proactively deal with inquiries and requests communicating with the Hospitality Services Manager as needed.
- Work in tandem with team members and other firm personnel, always ensuring smooth transitions at each stage of the guest’s journey.
- Offer refreshments in the lounge area when possible, and communicate with food services as needed for replenishment.
Team Work and Communication:
- Communicate effectively with peers and the management team, displaying accuracy and attention to detail both in verbal and written communication.
- Maintain a strong awareness of business activity and communicate all updates with your team members.
- Liaise with Hospitality Team and conference floors to ensure the smooth arrival of the host’s clients.
- Communicate effectively with team members and pass on necessary information to colleagues that may arise during the escorting process.
- Assist according to business needs e.g. lunch cover, call-outs, and general support.
- Support the training of new associates and complete checklists accordingly.
- Take part in the cross-training program which covers all areas of the department, when available.
Personal Presentation and Responsibilities:
- Maintain a professional, polite, and considerate manner at all times.
- Adhere to uniform and presentation standards as per the dress policy.
- Discuss any training needs or requests with your Supervisor or Manager.
Working Environment:
- Maintain a clear, presentable working area at all times and report all maintenance faults/hazards and cleaning requests to the appropriate personnel. Monitor progress to ensure issues are promptly rectified. Escalate to your Supervisor as necessary.
Policies and Procedures:
- Adhere to the Company and the Firm’s policies and procedures.
- Abide by all Security policies and procedures, including access restrictions, Fire and Life Safety information.
- Comply with the Reception Services Standard Operating Procedures (SOP) Manual and keep up to date with new information issued. Familiarize yourself with the site-specific SOPs. Maintain SOPs as ‘living’ documents.
- Answer the phone promptly and politely within three rings as needed.
- Understand and use the visitor registration system and have a working knowledge.
- Provide comprehensive handovers for members of the next shift at shift changes as needed and ensure thorough review of such handovers at the start of the next shift.
Qualifications:
- A genuine sense of hospitality, with a commitment to delivering the Platinum Service® Standard in all aspects of the Hospitality function.
- Excellent oral and written communication skills.
- Excellent organizational skills, with the ability to work under pressure, prioritize, and ability to multitask.
- Strong computer skills and knowledge of office technology/equipment.
- A good understanding of greeting clientele and the special role of a Hospitality Ambassador within a corporate environment.
- Discreet, ethical, and committed to maintaining a high degree of confidentiality.
- Act as a role model for new staff members and maintain a professional disposition at all times.
- Punctual, dependable, and dedicated to achieving excellence, down to the smallest of details.
- Proficiency in computer software programs, including MS Office and Condeco a plus.
Experience:
- Requires a minimum of two years experience in hospitality services including reception, conference, event planning, five-star hotels, airline industry, and concierge experience preferred.
Grooming:
- All team members must maintain a neat, clean, and well-groomed appearance. Please note all associates will be issued specific uniform and dress code guidelines by company and client policies and procedures.
NOTICE:
The hospitality business functions five days a week Monday thru Friday. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.
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