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Job Title: Experience Services Receptionist
Team Overview:
Experience Services team members are experts who create value through lasting partnerships. We set the standard for superior workplace experiences for both clients and our teams. Our goal is to provide memorable experiences that make a lasting impact on our clients and their employees.
Job Summary
The Experience Services Receptionist is responsible for delivering exceptional client and guest experiences by ensuring that all customers and visitors are welcomed, assisted, and supported in a professional, friendly, and efficient manner. This client-facing role offers the opportunity to combine a passion for service, excellent people skills, and a hospitality-driven approach to the workplace.
Key Responsibilities
Client & Guest Interaction:
- Enthusiastically welcome and assist guests upon their arrival, including helping with office orientations, departures, and other needs.
- Engage with visitors, employees, and callers in a friendly and professional manner, ensuring all interactions are timely and helpful.
- Provide accurate information and wayfinding to visitors regarding the campus, services, and activities.
- Greet and assist visitors, answer questions, and provide directions to meeting spaces, work areas, and amenities.
Customer Service & Operations:
- Demonstrate professionalism, confidence, and exceptional customer service at all times.
- Act as the central point of contact for all client, visitor, and employee inquiries related to services, activities, wayfinding, and building functions.
- Actively monitor and maintain a clean, safe, and organized front desk and lobby area, ensuring that it reflects brand standards and fosters a welcoming environment.
- Implement and monitor service standards to ensure they meet or exceed expectations.
Collaboration & Communication:
- Work across teams (including facilities management) to proactively communicate and prepare for meetings, events, and other activities, addressing concerns before they arise.
- Create work orders for custodial, maintenance, safety, and security needs via the appropriate channels/systems.
- Proactively anticipate the needs of clients, customers, and support teams, identifying potential issues and offering creative solutions.
Security & Risk Management:
- Identify potential risks to privacy, security, or operations and escalate concerns as appropriate to avoid disruptions or breaches.
Administrative Support & Ad Hoc Duties:
- Perform general administrative support tasks, including handling incoming calls, directing them to appropriate personnel, and maintaining an updated phone list.
- Answer general phone inquiries professionally, offering a call back if necessary, and prioritizing in-person visitors over phone calls.
- Manage the check-in process for visitors and vendors, issuing visitor badges and ensuring proper registration for employees and temporary badges.
- Arrange transportation for incoming and outgoing services as required.
Additional Responsibilities
- Maintain a neat, organized, and stocked front desk area to ensure the smooth operation of the reception.
- Provide suggestions for improving the workplace experience, contributing ideas for best-in-class services and opportunities.
- Assist with meeting/event logistics and other workplace initiatives to enhance the overall client and employee experience.
Qualifications & Skills
- Strong communication skills, both verbal and written.
- Excellent customer service and interpersonal skills.
- Ability to multitask and manage time efficiently.
- Problem-solving abilities and proactive attitude.
- Previous experience in hospitality or a client-facing role is preferred.
- Experience with CMMS (Computerized Maintenance Management Systems) programs is a plus, but not required.
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