Guest Services Specialist

THE FIRM
At Alston & Bird, an international law firm, we take pride in our work through impactful communication, collaboration, and community involvement. Our company culture has been recognized for Fortune magazine's "100 Best Companies to Work For©" for 24 years in a row. This accolade, along with many others, fosters a continuous drive for innovation and professional development amongst our employees. Here at Alston & Bird, we have built a foundation of trust, consistency, and humanity that contributes to our overall success.
JOB DESCRIPTION
The New York 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 customer service standard which the Firm relies on to deliver the highest value to our clients. We are looking for a Guest Services Specialist to work the 7am to 3pm shift.
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.
• Presenting a professional appearance and professional attire expected.
• 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 convey information clearly and accurately 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.

The salary range for this position is $55,000 - $65,000 and represents the Firm's good faith minimum and maximum range for this role at this time of posting. The actual compensation offered to a candidate will be dependent on a variety of factors including, but not limited to, the candidate's experience, qualifications, and locations. This range is specific to our New York City office and may not be applicable to other locations.
EQUAL OPPORTUNITY EMPLOYER
Alston & Bird LLP is an Equal Opportunity Employer does not discriminate on the bases of any status protected under federal, state, or local law. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law 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.
Professional business references and a background check will be required for all final applicants selected for a position.
If you need assistance or an accommodation due to a disability you may contact us at brennan.fulton@alston.com.
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.