Guest Services Specialist

THE FIRM

As a leading international law firm, we are dedicated to excellence through impactful communication, collaboration, and community involvement. Our company culture has earned us one of the "100 Best Companies to Work For" for 26 consecutive years. This honor, along with many others, highlights our commitment to innovation and professional development. At Alston & Bird LLP, our foundation is made of trust, reliability, and compassion.

JOB DESCRIPTION

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 as part of the “100 Best Companies to Work For®" list for 26 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.

ROLE SUMMARY

The Charlotte office of Alston & Bird has a fantastic opportunity for a Guest Services Specialist to join our team!

Under direction of the Administrative Service Manager, efficiently manage and coordinate all services related to visitor experience, firm business calls, reservation management, Charlotte Daily Vitals and Red Carpet Service 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. This position operates out of our Charlotte office.

A Guest Services Specialist is a good steward of the Firm’s TOP ECHELON service culture which the Firm relies on to deliver world class service to our clients, guests, business partners, attorneys, and administrative staff. TOP ECHELON is a distinguishable brand of service that extends beyond the norm and empowers us to exceed internal and external customer expectations.

RESPONSIBILITIES INCLUDE, BUT NOT LIMITED TO
 

• 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

• Process guest identification and escort throughout the premises in accordance to ISO policies

• Communicate via email the Charlotte Office Vitals which highlights visitors, staff and attorneys out of the office, and upcoming events

• Serve as a resource for inquiries about the Firm and areas of law we support

• 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 clearly and accurately convey information in a professional and respectful tone with colleagues, clients, and others

• Ability to share ideas, feedback, and opinions in a constructive and professional manner