Guest Services Manager

Pay: $26.00/hr

The Guest Services Manager delivers exceptional customer service for our clients by coordinating workflow in the Front of House operations for a premier law firm client of Williams Lea.

The GSM will manage all workflow coordination of tasks and "own" the front of house area operations. This can include the Reception Desk and Concierge service as well as the 5 person Hospitality team service operations. Cross training in all services lines will be required; however, primary focus will be on seamless front of house operations. Candidate shall excel in white glove service mentality.  This is an onsite client facing role.

Workflow Coordinators will support other Williams Lea service lines as needed, including but not limited to reprographics (copy) and mail services in both physical and digital environments, intake, hospitality, facilities, audio/visual, reception.

Job duties

(* denotes an “essential function”)

• *Coordinate workflow within the team, prioritizing jobs and delegating duties to associates.

• *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)

• *Ensure team provides outstanding service to client, while building strong customer relationships.

• *Immediately escalate any operational problems or issues to Lead, Supervisor or Manager.

• *Produce required reports on schedule.

• *Provide job intake services as prescribed by manager.

• *Read, interpret and understand all requests (emails, phone, in-person, and forms). 

• *Communicate with manager and client on job or deadline issues.

• *Conduct and direct 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 at all times.

• *Train new employees on policies and procedures.

• Load copiers with paper and toner as needed.

• Maintain all logs and reporting documentation as required.

• Additional duties may include client or manager requests, such as setting-up conference rooms with audio/visual equipment and/or furniture configuration, mail and messenger services, food and beverage services, assist with reception coverage, manage multiple phone lines and/or visitor check-in.

• Must be able to lift up to 50 lbs. on a regular basis.

• Adhere to Williams Lea policies in addition to client site policies.

• Use equipment and supplies in a cost-efficient manner.

Job qualifications

• High school diploma or equivalent, College degree preferred.

• Minimum of 5 years’ experience in Hospitality, Concierge, or Customer Service office environment, preferably in a legal, banking, large corporate environment or luxury hotel environment.

• Demonstrates customer service skills needed to maintain effective working relationships with clients and team members through excellent, professional verbal and written communication skills.

• Experience directing workflow in an organized manner to meet deadlines occurring quickly and simultaneously.

• Intermediate computer skills required, generally using Microsoft Office.

• Familiar with procedures supporting service line, such as mail, reprographics, or other administrative support services

• Attention to detail with emphasis on accuracy and quality, deep experience with QC checks and balances.

• Ability to handle sensitive and/or confidential documents and information.

• Capable of demonstrating exemplary work ethics and professionalism at all times; maintains professional demeanor and composure at all customer service interactions.

• Ability to make independent decisions and use problem-solving skills and in line with appropriate standards/procedures.

• Excellent problem-solving skills, with the ability and understanding of when to escalate a problem to a supervisory level.

• Must be able to interact effectively with multi-functional and diverse backgrounds in a fast-paced, team environment.

• Must be self-motivated with positive can-do attitude.

• Experience in the use of reprographics equipment, mail, phone and/or digital equipment is a plus but not required.

Working conditions

• Positio