Job Summary

The Rapport Team Lead position reports to the Rapport Manager. The Reception Team Lead will provide guidance and leadership to the New York based Reception Team.

Key Responsibilities:

• Acts as first point of contact for all activities and emergencies in the reception area.
• Promoting teamwork and quality service through daily communications and coordination.
• Developing and maintaining positive working relationships.
• Developing and supporting a team approach to reach common goals.
• Ensures that team can answer FAQ 's and speak knowledgably about the building and surrounding areas, transportation, local restaurants, and New York happenings.
• Oversee the New York Reception Team operation.
• Train and mentor staff to deliver exceptional service to internal and external clients.
• Ensuring the team has received training on Goodwin's reception manual.
• Able to build consensus and influence team members to achieve goals and objectives.

The Reception Team Lead will participate in and monitor the following tasks:

• Welcoming all internal and external clients in a friendly manner.
• Notifying meeting hosts of all guest's arrivals.
• Escorting clients to their meeting destinations.
• Answering incoming telephone calls.
• Replying to all incoming emails in a timely manner.
• Notifying all necessary departments of pop-up/last minute reservations or cancellations.
• Notifying Office Services of out-going mail or inter-office mail to be picked up at reception.
• Ensuring all visitor names are added to the New York security system, Envoy.
• Preparing and sending weekly receptionist schedule.
• Editing and sending the Daily Bulletin of visitors for the current day.
• Sending out a Weekly Bulletin that includes all upcoming events, visitors coming to the office the following week, and listing all new hires.
• Distributes permanent ID badges and loaner badges as needed.
• Checking the supplies in all conference rooms on the reception floor and ensuring they are stocked. The timing of this task is daily roughly at these times 8:00 am-9:00 am, 12:00 p.m. -1:00 p.m., and 4:00 p.m. - 5:00 p.m. This will depend on the occupation of the conference rooms.
• Ensuring all client meetings have an onsite contact and a sending a weekly report with this information to the NY Office Administrator.
• Knowledgeable of FAQ 's and able to speak knowledgably about the building and surrounding areas, transportation, local restaurants, and New York 'happenings.
• Punctual, dependable, and dedicated to achieving excellence.
• Proficiency in computer software programs, including MS Office and EMS is a plus.
• Ability to stand/walk for extended periods of time.

CRC Responsibilities

• As a CRC, responsible for booking and confirming conferences room and visiting offices. This includes but is not limited to:
• Maintain conference room calendar in EMS.
• Create and/or manage reservations and bookings in EMS.
• Sends Visiting office welcome letters to all visitors for the following day.
• Vet and confirm firmwide reservations to ensure IT info is correct.
• Vet services and other requests in the EMS dashboard.
• Ensure all entered billing codes are accurate in EMS, if not, reach out to meeting host for correct billing information
• Approve and assist with Visiting Office requests in OfficeSpace.