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Guest Services Specialist (Receptionist) - WDC

Full Time
Washington, DC 20004
Posted Today
Job description
General Summary: THE FIRM
At Alston & Bird, our people trust the people they work for, take pride in what they do, enjoy the people they work with, and serve the communities in which they live. Our environment has been praised as one of the most open and receptive in the United States, not only among law firms, but also among all businesses. Alston & Bird has been ranked by Fortune magazine as one of the "100 Best Companies to Work For©" for 23 years in a row.
ROLE SUMMARY

The Washington, DC office of Alston & Bird has a fantastic opportunity for a Guest Services Specialist to join our team!
Under direction of the Conference Services Manager, efficiently manage and coordinate all services related to visitor experience, Firm business calls, reservation management, Red Carpet Service, and emergency medical response 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 the highest value to our clients. TOP ECHELON is a distinguishable brand of service that extends beyond the norm and empowers us to exceed internal and external customer expectations.

Essential Duties:
  • Serve as the first point of contact for greeting all scheduled clients and guests of the Firm with a calm, courteous, and professional demeanor
  • Provide responsive, personalized telephone service to all Firm business calls in a calm, friendly, and caring manner
  • Serve 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 area
  • Extensive knowledge of EMS to book, run reports and update meeting requests for last-minute additions and troubleshoot scheduling conflicts
  • Working knowledge of Firm’s telephone system, reservation system, and office buildings visitor management / guest badging system
  • Serve as a resource for inquiries about the Firm
  • Serve as a liaison between First Responders and Firm Medical Response Team for emergency medical calls
  • Maintain reception area to be client ready
  • Ability to provide overtime support as the business needs require, sometimes with little notice
  • Perform other related duties as assigned by supervisor
Skills Needed to be Successful:

Organizational and Task Management

  • Ability to organize work in a manner that facilitates timely and efficient completion of tasks
  • Ability to learn and adapt quickly to changing situations with minimal planning/information
  • Ability to resolve issues quickly and efficiently

Communication and Listening Skills

  • Strong command of the English language, both verbal and written
  • Ability to effectively utilize verbal and written communication with colleagues, clients, and other individuals
  • Ability to clearly and accurately convey information in a professional and respectful tone with colleagues, clients, and others
  • Ability to share ideas, feedback, and opinions in a constructive and professional manner
  • Ability to listen and be open to learning from other people’s advice and observations

Performance Standards

  • Promote a positive attitude about the Firm, your work responsibilities, and the competencies of our department
  • Understand and execute Firm Guest Services Specialist Service Standards outlined on the ABNet Private Site
  • Maintain and follow current policies, benefits, and rules that are posted in the Firm Manual
  • Maintain and follow all mandatory firm requests, training, and compliance documentation (i.e. Security Awareness Training, HIPPA, etc.)

EDUCATION AND EXPERIENCE

  • Intermediate knowledge of Microsoft suite, EMS and field-based data entry systems
  • Previous experience of 3 or more years in a customer service position at a professional service establishment
  • High School diploma minimum educational requirement

PHYSICAL EFFORT

  • Repetitive, substantial movements of the wrists, hands and/or fingers
  • Crouching, kneeling, standing, climbing, stooping, walking, pushing, pulling and lifting
  • Talking expressing or exchanging ideas by means of spoken word
  • Ability to convey detailed or important spoken instructions to other workers accurately
  • Hearing ability to receive detailed information through oral communication

Additional Information: If you seek a collaborative, diverse and thriving workplace culture, then you’ll enjoy your career with us!
Alston & Bird LLP is an Equal Opportunity Employer that does not discriminate 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.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Requirements are representative of minimum levels of knowledge, skills and/or abilities. Professional business references and a background check will be required for all final applicants selected for a position.

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.
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