Guest Experience Lead & Concierge Operations

RR Donnelley & Sons; New York (NY); On-site; USD 34,000 - 51,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

Paid time off

Job summary

RR Donnelley & Sons in New York seeks a Reservations Lead to deliver exceptional client service and oversee the reception and concierge team, acting as the subject-matter expert for workflow and operations.

The role requires mentoring staff, coordinating events, managing inquiries, and ensuring timely reports while upholding 5-star guest service standards in a fast-paced corporate environment.

Qualifications

• High school diploma or equivalent.
• 3+ years concierge/reception experience in a customer service environment, preferably in legal or financial services.
• 1+ year experience at a busy corporate reception desk for a blue-chip company.
• Strong MS Office skills (Word/Excel/PowerPoint).
• Excellent verbal and written communication, professional presentation, and time management.

Responsibilities

• Lead the reception/concierge team to deliver outstanding client service.
• Oversee timekeeping and absence for direct reports, ensuring policy compliance.
• Coordinate workflow and prioritize jobs for associates to meet deadlines.
• Produce reports on schedule and support high-volume administrative tasks.
• Train new employees on policies, procedures, and standards of service.
• Serve as primary contact for clients, guests, and employees in the office lobby.

Skills

Concierge management

Reception operations

Customer service

Time management

Microsoft Office

Vendor management

Communication skills

English fluency

Event coordination

Education

High school diploma or equivalent

Tools

MS Word

MS Excel

PowerPoint

Cisco telephone system

Job description

RR Donnelley & Sons in New York seeks a Reservations Lead to deliver exceptional client service and oversee the reception and concierge team, acting as the subject-matter expert for workflow and operations.

The role requires mentoring staff, coordinating events, managing inquiries, and ensuring timely reports while upholding 5-star guest service standards in a fast-paced corporate environment.