Lead Receptionist

Position summaryThe Receptionist Lead delivers exceptional customer service for our clients.  Responsibilities include leading employee(s) and directing workflow for reception and concierge services while serving as a subject matter expert and resource to the team.  Job duties( denotes an “essential function”)Ensure team provides outstanding reception and concierge service to client, while building strong customer relationships Conduct all timekeeping and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and proceduresCommunicate with direct reports, manager and client on job or deadline issuesImmediately escalate operational problems or issues to Supervisor or ManagerHandle client concerns and be able to problem-solve resolutions in accordance with policies and proceduresIntake jobs by being able to interpret and understand all manners of client request, and coordinate workflow within the team, prioritizing jobs and delegating duties to associatesProduce required reports on schedule 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)Conduct and oversee 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 completionMake sure team follows standard operating procedures.Train new employees on policies and procedures. Ensure clients and guests are welcomed in the office lobby and serve as a daily point of contact for any employee, visitor/guest or client escalations Ensure a seamless and personal guest journeyEscort guests to their booked meeting room within the building, informing the host of the guest’s arrivalUnderstand customer’s needs and provide them with 5 Star professional service.Attend to guests wishes and requirements. Answer the phone and make reservations, take and distribute messages or mail and redirect callsAcquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendationsArrange events, excursions, transportation etc. upon request from guestsHandle external and internal calls in a professional mannerAssist hospitality with setting up rooms with beverages and foodManage any external catering requirements from third party vendorsBook meeting rooms using Condeco and MS Outlook accurately and ensure that all AV, room layout and food and beverage requirements are notedContinually monitor reception inbox ensuring e-mails are responded to in a timely mannerBook transport for employees and clientsManage Visiting Attorney office and room bookings and visitor pass managementLiaise with other departments to ensure efficient communication and guest service, and creating a 'one team' approach to delighting your guestsOccasional requirement to support client functions that run into the eveningAdhere to Williams Lea policies in addition to client site policies.Working conditionsPosition operates at sites with maximum of 24/7 operations.  Individual shift requirements will vary by site.Ability to work overtime as needed.Work is performed in a professional work environment.Business casual attire required.Must be able to work sitting most of the time.