Job Summary

The Guest Service Agent (GSA) is responsible for establishing a warm, welcoming and professional atmosphere for all clients, executives and staff members at all times. Located in the Lobby, the GSA will be the first point of contact for visitors to the area, making them feel comfortable, directing them to their appointments and meetings and assisting them during their stay.

RESPONSIBLITIES:
Properly greet and handle visitors with a smile and maintaining eye contact through the entire interaction. Following established procedures with regard to both expected and unexpected arrivals, coordinating with in-house security as appropriate. Addressing guests and clients by name whenever possible.
Answering telephones in a friendly, professional manner, taking messages with accuracy, transferring phone calls, and appropriately handling or referring questions and requests. Proper telephone techniques include always putting a smile in one’s voice and enhancing personalization by using names.
Implementing established security policies and procedures with regard to arriving and departing visitors, contractors, delivery persons, etc.
Managing closely all activity in the internal visitor processing system.
Register all guest activity and liaise with other centers on visitor processing.
Acting as an overall Hospitality Services resource to guests, visitors, and employees in providing way-finding and amenities within building, commutation and transportation, community retail, neighborhood amenities, and organizational information.
Handling car service requests for visitors and staff members.
Standing during peak business hours and when greeting guests.
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 emergency procedures and being prepared to carry out designated tasks in the event of a fire or other emergency.
Adhering to uniform and grooming policies.
Maintaining the attractive, neat appearance of the Reception area, where applicable keeping newspapers and periodicals in order, coffee service replenished, etc.
Troubleshooting a wide variety of requests and situations, both for guests and for members.
Gaining an understanding of the company culture, key areas of activity and creating “transparency”.
Assist with coverage in other locations as needed adhere to flexible schedules to meet business demands.
Prepare and submit daily reports to appropriate recipients.
Participate in daily, weekly, and monthly meetings.
Abiding by “20 Second Rule” and notifying manager on duty of any occurrences.
Capacity to take on additional duties as assigned; Additional adjustments or responsibilities may be changed or added as necessary.
Follow protocol for personalized email confirmations and internal correspondence.
ADDITIONAL RESPONSIBILITIES:
Cross train in conference centers and Trading Floors to provide coverage and support during PTOs and sick call outs.
Learn EMS reservation system to assist with room bookings and re-confirmations while covering conference centers and Trading Floors.

KEY COMPETENCIES:

A genuine sense of hospitality, with a commitment to delivering the Platinum Service® Standard in all aspects of the GSA job.
The ability to work under pressure, prioritizing tasks and juggling many jobs simultaneously, while constantly interacting with visitors in a public environment.
Excellent listening and oral communication skills.
Basic computer skills and knowledge of office technology / equipment.
Punctual, dependable and dedicated to achieving operational excellence, down to the smallest of details.
Discreet, ethical and committed to maintaining a high degree of confidentiality.
A consistently professional approach, with a mindset to take ownership and responsibility within and outside one’s job domain.
Two to three years’ experience in a client service / reception position within a hospitality or corporate environment.