Lead Receptionist

Company Description

RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey.

Job Description

Position summary

The Receptionist Lead delivers exceptional customer service for our clients.  Responsibilities include leading employee(s) and directing workflow for reception and concierge services while serving as a subject matter expert and resource to the team.  

Job duties

(* denotes an “essential function”)

• *Ensure team provides outstanding reception and concierge service to client, while building strong customer relationships 
• *Conduct all timekeeping and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures
• *Communicate with direct reports, manager and client on job or deadline issues
• *Immediately escalate operational problems or issues to Supervisor or Manager
• *Handle client concerns and be able to problem-solve resolutions in accordance with policies and procedures
• *Intake jobs by being able to interpret and understand all manners of client request, and coordinate workflow within the team, prioritizing jobs and delegating duties to associates
• *Produce required reports on schedule 
• *Assist the team in completing large or more complex jobs (i.e. large numbers of requests or high volumes of incoming/outgoing activities, expansive administrative support requests)
• *Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction 
• *Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines. 
• *Assess incoming requests selecting the best equipment and/or resources for successful completion
• *Make sure team follows standard operating procedures.
• *Train new employees on policies and procedures. 
• *Ensure clients and guests are welcomed in the office lobby and serve as a daily point of contact for any employee, visitor/guest or client escalations 
• *Ensure a seamless and personal guest journey
• *Escort guests to their booked meeting room within the building, informing the host of the guest’s arrival
• *Understand customer’s needs and provide them with 5 Star professional service.
• *Attend to guests wishes and requirements. 
• *Answer the phone and make reservations, take and distribute messages or mail and redirect calls
• *Acquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations
• *Arrange events, excursions, transportation etc. upon request from guests
• *Handle external and internal calls in a professional manner
• *Assist hospitality with setting up rooms with beverages and food
• *Manage any external catering requirements from third party vendors
• *Book meeting rooms using Condeco and MS Outlook accurately and ensure that all AV, room layout and food and beverage requirements are noted
• *Continually monitor reception inbox ensuring e-mails are responded to in a timely manner
• *Book transport for employees and clients
• *Manage Visiting Attorney office and room bookings and visitor pass management
• Liaise with other departments to ensure efficient communication and guest service, and creating a 'one team' approach to delighting your guests
• Occasional requirement to support client functions that run into the evening
• Adhere to Williams Lea policies in addition to client site policies.

Working conditions

• Position operates at sites with maximum of 24/7 operations.  Individual shift requirements will vary by site.
• Ability to work overtime as needed.
• Work is performed in a professional work environment.
• Business casual attire required.
• Must be able to work sitting most of the time.

Qualifications

• High school diploma or equivalent
• Minimum 3 years’ Concierge and/or reception experience in a customer service environment, legal or financial services industries preferred
• 1 year or more experience working on a reception desk for a blue-chip company within a busy office environment
• Intermediate Microsoft Office Word and Excel skills
• Basic Microsoft PowerPoint skills
• Prior experience working with vendors preferred
• Outstanding guest services skills,