GUEST SERVICE AGENT

Job Summary

Working as a Guest Services Agent will allow you the opportunity to work with GREAT people like yourself! You will be surrounded by people who are passionate about what they do and share in our belief in the quality value of delivering superior hospitality to our premier client.
The Guest Services Agent will be responsible for engaging all Clients, Guests, Vendors, and Employees entering the lobby and reception center, and will display an energetic, friendly, and approachable demeanor at all times.

Job responsibilities
Supporting the Lobby Manager and ensuring that every guest is greeted with enthusiasm and has a memorable experience.
Acting as way-finders and hospitality services resource for all guests.
Speaking freely and warmly, engaging clients and guests while efficiently assisting in the check in process or escorting them to their destination
Reviewing and committing to memory the profiles of VIP guests expected for the day.
Recognizing and welcoming VIP guests using service excellence standards.
Communicating effectively with team members and passing on necessary information to colleagues that may arise.
Building and maintaining a relationship with employees and repeat guests, enhancing their overall experience.
Gaining an understanding of the client culture, key areas of activity and creating “transparency” by serving as an extension of the client
Having a thorough understanding of the Firm’s emergency procedures and being prepared to carry out designated tasks in the event of a fire or other emergency.
Adhering to Hospitality signature look
Ability to memorize FAQ‘s and speak knowledgably about the building, surrounding areas, transportation, local restaurants, and New York City ‘happenings’.
Other duties as assigned.
Ensure all issues are communicated to all employees where necessary.

Key Competencies
Client Care
Greeting all guests/ visitors, ensure eye contact is made within 10 ft. of entrances.
Greeting internal and external clients with a smile, acknowledging them promptly, using the agreed welcome “Good Morning/Good Afternoon …”
Working in tandem with team members and other building personnel, always ensuring smooth transitions at each stage of guest’s journey.

Team Work and Communication

Communicate effectively with peers and Lobby Manager, displaying accuracy and attention to detail both in verbal and written communication.
Maintaining a strong awareness of business activity and communicating all updates with your team members.
Communicating effectively with team members and passing on necessary information to colleagues that may arise during the escorting process.
Providing assistance according to business needs e.g. lunch cover, callouts, and general support.
Supporting the training of new associates and completing checklists accordingly.
Taking part in the cross-training program which covers all areas of the department, when available.
Building and History Knowledge
Maintaining basic knowledge of history of building and surrounding areas.
Maintaining basic knowledge of shops, restaurants, and attractions.
Personal Presentation and Responsibilities
Maintaining a professional, polite, and considerate manner at all times.
Adhering to uniform and presentation standards as per the dress policy.
Working Environment
Maintain a clear, presentable working area at all times and report all maintenance faults/hazards and cleaning requests to the appropriate personnel. Monitor progress to ensure issues are promptly rectified. Escalate to your Supervisor as necessary.
Policies and Procedures
Adhere to the Company and the building’s policies and procedures.
Abide by all Security policies and procedures, including access restrictions, Fire and Life Safety information.
Comply with the Reception and Lobby Services Standard Operating Procedures (SOP) Manual and keep up to date with new information issued. Familiarize yourself with the site-specific SOPs. Maintain SOPs as ‘living’ document.

Preferred Qualifications:
Associates degree or equivalent professional VIP client facing work experience.
A genuine sense of providing 5-star service to both the internal and external clients with the delivery of the reception services.
Excellent oral and written professional communication skills.
Excellent organizational skills, with the ability to work under pressure, prioritize, and multitask.
Strong computer skills and knowledge of office technology / equipment. Discreet, ethical, and committed to maintaining a high degree of confidentiality.
Act as a role model for new staff member and always maintain a professional disposition.
Punctual, dependable and dedicated to achieving excellence.