Guest Services Specialist II

Houston, TX

Summary

This is a global law firm consistently ranked among the top firms in the world.  The success of this firm is largely determined by their commitment to hire and develop the very best and brightest, creating a team that provides their clients with the highest quality of work and service.  They are driven by their core values: respect, innovation and collaboration.

As a Guest Services Specialist II, you will be responsible for a high level of customer service to external and internal clients which includes receiving clients and vendors, catering ordering, set up, replenishment and break down for all firm meetings, conference room events and any special events taking place at a firm location. Other key responsibilities include:

• Operating the Cisco Phone System and/or ARC Console to relay incoming, outgoing, and intra-system calls
• Meeting and greeting clients and visitors, determining the nature of their business, and providing appropriate information and services
• Registering visitor names in the building security system; may authorize access as appropriate; logging and distributing temporary office key cards, when applicable
• Accepting and logging deliveries from couriers and caterers and notifying appropriate individuals
• Coordinating with outside vendors, clients, building management, and/or security for after-hours guest services Utilizing Event Management System (EMS) to manage conference room and visitor office bookings and changes; may also run multiple reports in EMS
• Working with booking requestors to ensure all services and supplies are provided in a timely manner. This may include coordinating with appropriate departments, organizing messenger and transportation arrangements
• Maintaining a neat and clean lobby, reception area and conference center; including: setting up conference room equipment, chairs and tables
• Maintaining and coordinating internal phone lists and office daily bulletin
• Performing general administrative duties as needed including invoice processing, performing reconciliations of billing information for Guest Services function, issuing parking or transport validations
• Ordering and organizing catering for multiple meetings; following Event Management System (EMS) report to ensure appropriate room set up and beverages/supplies for designated event.
• Assisting with technology assistance
• Responding to accidents that require minor cleaning services
• Assisting with special projects on various operations issues as needed
• Assisting in office and workstation set up and breakdowns
• Managing and coordinating requests for workspace booking using the Office Attendance Managing Tool (OAMT)
• Utilizing Envoy and EMS with scheduling and organizing conference rooms, office equipment, and facility space and amenities; assisting with the set up and break down of chairs, tables, and equipment for special events; may set up conference rooms or convenience areas/pantries with designated amenities, including refreshments or meals; ensuring set up and configuration accurately matches the Event Management System (EMS) report
• Utilizing Service Now ticketing system for daily tasks and reporting
• Requesting and processing COIs and NDAs for vendors
• Receiving assets and logging into tracking system
• Processing and printing requested access badges and managing inventory
• Maintaining emergency preparedness plans and supplies
• Promoting effective work practices, working as a team member, and showing respect for co-workers

About you

• Excellent verbal and written communication skills, as well as well-developed and professional interpersonal skills
• The ability to interact effectively with people at all organizational levels of the Firm
• The ability to work in a team environment with a customer-service focus
• A High School Diploma or equivalent required
• A minimum of one (1) year of receptionist and/or guest services attendant experience
• Experience operating a multi-line call manager system; transferring calls, paging, and handling multiple calls simultaneously

Additionally, the following behaviors are crucial for this role:

• Creates a warm and welcoming environment
• Anticipates client needs and executes effectively
• Understands customer service excellence thoroughly and demonstrates ability to identify best-in-class customer service
• Manages client expectations, gains buy-in and delivers results
• Motivated, collaborative, inquisitive, agile, detailed oriented, motivated and emotionally intelligent
• Tech-savvy and data driven

Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in the firm’s comprehensive benefit program which includes:

• Healthcare, life and disability insurance
• A generous 401k plan
• 10 paid holidays per year, and a PTO program that accrues 23 days during the first year of employment and grows with tenure
• Wellness programs (e.g. membership to HeadSpace, access to mental health services, well-being events, etc.)
• Professional Development programs
• Employee discounts
• And more!

Additionally, we have a range of diversity programming including Global Affinity Groups. These groups provide a firmwide platform to share experiences and advice as well as an opportunity to participate in a supportive network with common interests to help make life at the firm even better.

The firm is an Equal Opportunity Employer. Our commitment to diversity, equal opportunity, pro bono work and sustainability enables us to draw from a remarkable wealth of talent to create one of the world’s leading law firms. Our lawyers, paralegals, and professional staff worldwide comprise a rich mixture of different races, ethnic backgrounds, religions, sexual orientations, cultures, and primary languages. Our diversity makes us who we are.

The firm is committed to protecting the health and well-being of our employees and partners, their families, and members of their community against COVID-19. Accordingly, the Firm requires all partners and employees based in the United States to be fully vaccinated against COVID-19. Employees must present proof of full COVID-19 vaccination at the time that a conditional offer of employment is made. This policy is mandatory except for employees with a documented legally permissible exemption for not receiving the COVID-19 vaccine.