Job Summary

The Guest Service Agent (GSA) is responsible for establishing a warm, welcoming and professional atmosphere for all clients, executives and staff members at all times. Located in the Lobby, and on Conferencing floors, the GSA will be the first point of contact for visitors to the area, making them feel comfortable, directing them to their appointments and meetings and assisting them during their stay.

RESPONSIBLITIES:
Properly greet and handle visitors with a smile and maintaining eye contact through the entire interaction.

Following established procedures with regard to both expected and unexpected arrivals, coordinating with in-house security as appropriate.
Addressing guests and clients by name whenever possible.
Answering telephones in a friendly, professional manner, taking messages with accuracy and appropriately handling or referring questions and requests.

Proper telephone techniques include always putting a smile in one’s voice and enhancing personalization by using names.
Implementing established security policies and procedures with regard to arriving and departing visitors, contractors, delivery persons, etc.
Managing closely all activity in the internal visitor processing system.
Register all guest activity and liaise with other centers on visitor processing.
Acting as an overall Hospitality Services resource to guests, visitors, and employees in providing way-finding and amenities within building,
commutation and transportation, community retail, neighborhood amenities, and organizational information.
Handling car service requests for visitors and staff members.
Communicating requests to the appropriate internal support departments such as, building maintenance (heating and cooling issues), information
technology (computer issues), Audio Visual technology (meeting room technical support), and mail room (package pickups and deliveries).
Having a thorough understanding of the emergency procedures and being prepared to carry out designated tasks in the event of a fire or
other emergency.
Adhering to Hospitality signature look.
Maintaining the attractive, neat appearance of the Reception area, where applicable keeping newspapers and periodicals in order, coffee
service replenished, etc.
Troubleshooting a wide variety of requests and situations, both for guests
and for members
Gaining an understanding of the company culture, key areas of activity and creating "transparency".
Assist with coverage in other locations as needed.
Prepare and submit daily reports to appropriate recipients.
Participate in daily, weekly, and monthly meetings.

Conference Center Specific Responsibilities

CONFERENCE CENTER SPECIFIC RESPONSABILITIES:
Greet and direct and / or escort clients to designated meeting room
Conduct overall room appearance site inspection and work with Facilities
Management to maintain facilities
Work closely with Conference Center team (Coordinators, Catering,
Audio/Visual) on overall execution of events
Handling on-floor conference room activities, both visually and by means of the reservations system, being aware of meeting start / end times,
attendees in the room, food and beverage orders, etc.

Advising the appropriate staff members of changes in meeting room status, special
requests, etc. Assist in conference room readiness inspections to determine the room is
equipped with proper event materials such as pads, pencils, event handouts and welcome packages
Create instructor welcome packages for following day’s events
Expedite all requests to send packaged materials back to clients
Manage and maintain all conference center, training and meeting
materials
Minor booking of events into EMS and following protocol for email confirmation and internal correspondence.

KEY COMPETENCIES:
A genuine sense of hospitality, with a commitment to delivering the
Platinum Service® Standard in all aspects of the GSA job.
The ability to work under pressure, prioritizing tasks and juggling many jobs
simultaneously, while constantly interacting with visitors in a public
environment.
Excellent listening and oral communication skills.
Basic computer skills and knowledge of office technology / equipment.
Punctual, dependable and dedicated to achieving operational excellence, down to the smallest of details.
Discreet, ethical and committed to maintaining a high degree of
confidentiality.
A consistently professional approach, with a mindset to take ownership and responsibility within and outside one’s job domain.
A high school graduate, with some college preferred. Two to three years’
experience in a client service / reception position within a hospitality or
corporate environment.