Guest Experience Lead - Concierge & Reception

RRD; New York (NY); On-site; USD 35,000 - 51,000; Full time

Job summary

RRD is seeking a Reservations Lead to deliver exceptional customer service, lead a reception team, and manage workflow for high-volume client environments in New York. You will oversee timekeeping, deadlines, and escalations while ensuring 5-star service and smooth guest experiences across meetings and events.

The role requires 3+ years in concierge/reception, strong communication, and the ability to train staff.

Qualifications

• High school diploma or equivalent.
• Minimum 3 years’ Concierge and/or reception experience in a customer service environment, legal or financial services industries preferred.
• 1 year or more experience working on a reception desk for a blue‑chip company within a busy office environment.
• Intermediate Microsoft Office Word and Excel skills.
• Basic Microsoft PowerPoint skills.
• Prior experience working with vendors preferred.
• Outstanding guest services skills.
• Excellent and sophisticated communication skills, both verbal & written.
• Good time management skills.
• Good knowledge and understanding of a Cisco telephone system.
• Must possess professional presentation/appearance.
• Great interpersonal skills and an outgoing personality.
• Excellent command of the English language, both in verbal and written communication.
• Operational experience working at prestigious events preferred.
• Attention to detail with good organizational skills.
• Must possess passion to achieve excellent guest service consistently.
• Demonstrates the ability to lead others effectively.
• Ability to work under pressure, plan ahead and anticipate problems.
• Ability to meet all required deadlines.
• A welcoming positive manner and an understanding of what good customer service looks like.
• Acts with integrity at all times and embraces the company philosophy.
• Ability to understand the needs of the client and provide customer service and superior client service.
• Ability to create and maintain strong relationships and channels of communication with key interfaces and the business
• Knowledge of Condeco and working knowledge of A/V equipment an advantage

Responsibilities

• Lead the team to provide outstanding reception and concierge service and build strong client relationships.
• Manage timekeeping and absence for direct reports, ensuring system accuracy and policy compliance.
• Communicate with reports, managers and clients on deadlines and issues.
• Escalate operational problems to Supervisor or Manager.
• Address client concerns and resolve issues per policies and procedures.
• Interpret client requests, coordinate workflow, prioritize jobs, and delegate tasks to associates.
• Produce required reports on schedule.
• Assist the team with large or complex jobs and high volumes of activities.
• Oversee quality assurance to maintain efficient workflow and client satisfaction.
• Monitor workflow to ensure timely, accurate delivery of tasks.
• Assess requests to select best equipment/resources for success.
• Ensure adherence to standard operating procedures.
• Train new employees on policies and procedures.
• Welcome clients and guests, serve as daily point of contact for escalations.
• Ensure a seamless and personal guest journey.
• Escort guests to booked meeting rooms and inform hosts of arrivals.
• Provide 5-star professional service and understand customer needs.
• Attend to guests' wishes and requirements.
• Answer phones, take reservations, manage messages and redirect calls.
• Acquire knowledge of premises and nearby venues for recommendations.
• Arrange events, transportation, and excursions on request.
• Handle calls professionally.
• Assist with room setups and catering needs.
• Coordinate external catering from vendors.
• Book meeting rooms using Condeco and MS Outlook with AV, room layout, and F&B notes.
• Monitor reception inbox and respond promptly.

Skills

Concierge experience

Reception experience

Customer service

Communication skills

Interpersonal skills

Time management

Leadership

Problem solving

Detail oriented

English proficiency

Education

High school diploma or equivalent

Tools

Condeco

MS Outlook

Cisco telephone system

A/V equipment

Job description

RRD is seeking a Reservations Lead to deliver exceptional customer service, lead a reception team, and manage workflow for high-volume client environments in New York. You will oversee timekeeping, deadlines, and escalations while ensuring 5-star service and smooth guest experiences across meetings and events.

The role requires 3+ years in concierge/reception, strong communication, and the ability to train staff.