Receptionist

New York, NY

Schedule: Core hours are Monday through Friday, 10:00 a.m. – 6:00 p.m., including one hour for lunch, with flexibility for additional hours as needed. 

Summary

The Receptionist plays an integral role of the firm’s First Impressions Team (“FIT”).  FIT serves as a brand ambassador by creating/delivering memorable and lasting experiences to the firm’s clients and guests.

The primary function of the Receptionist is to be a front-line “ambassador” who plays an important strategic role in building the firm’s relationship with clients and guests.  The Receptionist is a highly visible, interactive professional who coordinates with the FIT to ensure a high level of customer service and a positive experience to all clients and guests of the firm.  The individual must thrive and take pride in this front-facing service role.  This position will have responsibility on the main reception and conference center floor and will require resourcefulness and working knowledge of the conference center protocols.

Essential Job Requirements

Communication

The most important skill needed to be a Receptionist is communication — the ability to listen, articulate clearly, ask the right questions, and take appropriate action.  The Receptionist anticipates the unexpected and manages situations with professionalism.  Key functions that will require excellent communication skills include, but are not limited to:

• Serve as the voice and face of the firm.
• Answer and screen all incoming external and internal telephone calls in a welcoming and professional matter.  Communicate clearly and effectively with all callers.
• Approach others in a tactful and professional manner; respond well under pressure; treat others with respect; accept responsibility for actions; follow through on commitments.
• Assist all clients and visitors and facilitate their arrivals and departures using appropriate technology and other means to provide accurate information.  Notify attorneys of visitor arrivals promptly, with reminders if necessary.  Guide visitors to appropriate conference rooms and/or visitor offices and provide light administrative support as requested.
• Act as a primary responder to security issues in a calm and professional manner and report issues to management appropriately.

Guest Services

The role requires a professional, outgoing and welcoming personality that understands the value of first impressions, client service and dedication to creating a memorable experience for all guests.  The Receptionist needs the ability to meet and exceed a guest’s expectations and provide services they need.  To make a great first impression, the following “must-do’s” are key:  (i) friendly welcome; (ii) stand to greet the client/guests; (iii) make eye contact; and (iv) smile.  Key functions that will require these skills include, but are not limited to:

• Provide a warm, welcoming environment for all clients and guests.
• Greet clients and guests politely by name, engaging with them, and escorting them to their meeting room.
• Ensure all requests are handled in a timely manner.
• Identify and resolve problems in a timely manner; gather and analyze information and develop alternative solutions; use reason when dealing with emotional situations; and be able to manage changing circumstances quickly and calmly while being responsive to the needs of the clients and guests.
• Anticipate the needs and expectations of each individual client or guest and respond to extremely varied requests (e.g., offering an umbrella to a client/guest when it is raining).
• Ability to balance team and individual responsibilities; exhibit openness to others’ viewpoints and ideas; contribute to building a positive team; commit to supporting co-workers and clients/guests.
• Improve and promote quality and a first class experience; demonstrate accurateness and thoroughness; follow all policies and procedures, apply feedback to continue to improve. 

Other Responsibilities

• Attend all necessary training including software(s) as required to perform job functions.
• Handle multiple tasks to include, but not limited to, event preparation such as envelope stuffing or name tag preparation, Excel projects, short correspondence, photocopying, mailing, and light assistant duties.
• Maintain a flexible work schedule to change hours as necessary to accommodate events, meetings, firm holidays, weather and other types of emergencies; overtime as required.
• Professional appearance and strict adherence to firm’s required dress code for this position.
• Other special projects and duties as assigned. 

Skills, Knowledge, and Abilities

• Relevant hospitality/administrative experience with high visitor and call volume.
• 45 wpm typing skills, good spelling and grammar, and basic knowledge of Microsoft Office suite applications.
• Strong organizational skills and calendar management skills.
• Resourceful in problem solving and meeting client/visitor needs.
• Professional appearance and outgoing positive demeanor.
• Ability to write, read and comprehend correspondences, memos, emails, and basic instructions.