Guest Services Representative

Guest Services Representative

Cooley is seeking a Guest Services Representative to join the Office Services/Facilities team.

Position Summary: The Guest Services Representative position plays a critical role with a focus on establishing effective work relationships with clients, attorneys, business professionals and providing exceptional customer service to all clients, guests and employees. Meeting assistance may include making arrangements with food services vendors, and coordinating with Operations, Guest Services and other departments to ensure that all requests for space, catering and AV/technology equipment are managed well and services are provided seamlessly.  This role will also perform various and other routine administrative duties. Specific duties include, but are not limited to, the following: 

Position responsibilities: 

• Answer telephones clearly and concisely, using a friendly and professional tone for attorneys/business professionals/clients and direct callers as requested or to voice mail, when appropriate
• Check general voice mailbox daily and forward messages to the appropriate attorney or other business professional members
• Greet everyone with enthusiasm and a welcoming attitude and record/log visiting attorneys and personnel from other Cooley offices and inform local Technology and Office Services team members of such visitors
• Escort guests, as needed to conference room
• Schedule visiting offices and coordinate with Administrative Services Manager or Director of Administration to confirm secretarial/practice team assistant support assignment, as needed
• Maintain and update reservation details and other logistics in firm provided software (Zoom, etc.) for conference rooms. Work closely with the Guest Services, Office Services and Technology teams to ensure meetings run smoothly. Respond promptly to conference room requests or questions, providing excellent customer service when resolving issues
• Collect information to register visitors for building access, input information and send confirmation/access emails, as needed
• Coordinate logistical requirements for all in-house functions serving as the office contact for meetings and coordinating appropriate meal or beverage set-ups
• Assist clients and attorneys with local restaurant reservations, as needed
• Assist clients and/or visitors with local transportation needs
• Maintain and update office floorplan of all office assignments
• Collaborate with Director of Administration, Associate Director of Operations, Operations Manager or Guest Services Manager, for resolution when conference schedule conflicts arise, solve challenges and provide excellent hospitality
• Knowledgeable of all personnel and departments in the office. Utilize appropriate resources to provide information regarding personnel and departments in other offices of the firm
• Knowledgeable of all office wide amenities
• Maintain a neat and orderly reception area
• Maintain a secure environment at reception area and floor entrances, ensuring that clients or guests, including former employees, do not enter our space without approval
• Maintain security badge log (new hires, temporary loaner keys, etc.)
• As part of the Facilities team, work with on-site property manager to arrange for general facility maintenance including light bulb replacement, temperature adjustments and other issues. Submit work orders for maintenance issues to building management as needed
• All other duties as assigned or required

Skills & Experience

Required:

• After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
• Available to work overtime, as required
• Familiarity with making international and long-distance calls to enable the receptionist to assist clients, guests or firm personnel

Preferred:

• Bachelor’s degree
• Prior customer service, receptionist or concierge experience
• Previous law firm experience

Competencies:  

• Ability to interact in a professional, cooperative and tactful manner with clients, co-workers and others both in person and on the telephone
• Detailed-oriented and adaptable
• Punctual
• Pleasant and professional demeanor with clear speaking voice and excellent spoken and written command of English