Client Services Associate (Hospitality)

Reports To: The Client Services Associate will report to the Client Services Supervisor, Client Services Manager, or equivalent leadership.

Job Overview:

The Client Services Associate (Hospitality) will help to elevate the office experience by providing personalized, client-centric services and administrative support. The individual will work proactively with the Experience Team to provide curated experiences, general office support, and hospitality services. This team member will serve as a “one-stop shop” and ensure all requests are completed to client specifications. This person is the warm welcome and fond farewell, creating memorable experiences for our client and clients’ guests.

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.

Typical Working Hours: Mondays to Fridays, 8:00AM/8:30AM - 5:00PM/6:00PM

Duties and Responsibilities:

Client Engagement: 

• Greets and welcomes clients, and guests with a friendly and professional demeanor.
• Fosters positive relationships with clients, understanding their unique needs and preferences.
• Proactively engages with clients, offering assistance and ensuring their comfort and satisfaction throughout their day.
• Creates and maintains client preference profile book for personalized service points.
• Executes on surprise and delight programming where applicable, helping mold the office culture. 

Office Services Coordination: 

• Acts as the central point of contact for clients, managing their requests and coordinating various services efficiently.
• Monitors and maintains client service requests, ensuring timely follow-up and resolution. 

 Concierge Services: 

• Provides information on local amenities, restaurants, transportation, and other services to meet the client's needs.
• Assists with arranging transportation and accommodation for clients when necessary.
• Facilitates restaurant reservations, transportation services, and local experiences tailored to clients' preferences. 

Event and Catering Support: 

• Coordinates catering services for client meetings and events, ensuring a high level of service and presentation.
• Assists in planning and executing special events, including setup, decorations, and guest management. 

Workspace Management: 

• Performs regular floor walks to ensure floor supports are well-stocked and all common areas are clean and orderly.  
• Ensures all printers are functioning, stocked with paper and all unclaimed print jobs are secured or discarded per office policy.   
• Ensures common areas are neat, organized, and welcoming, including the reception area and client lounges.
• Monitors and restocks supplies, such as beverages and reading materials, and ensure a well-maintained ambiance.
• Hand delivers office supplies to client desks.
• Provides clients support for document scanning. 

Feedback Collection: 

• Solicits and gathers feedback from clients to continuously improve the client experience and services. 
• Analyzes feedback data to implement improvements and enhance client satisfaction. 

Emergency Response: 

• Is familiar with emergency procedures and be prepared to guide clients and guests in the event of an emergency.
• Acts as a point of contact in emergency situations, ensuring clients' safety and well-being. 

Qualifications:

• High school diploma required; degree in hospitality or related field preferred.
• Experience in client-facing or hospitality roles within a corporate setting.
• Strong communication, or