Guest Experience Lead: Concierge & Reception

RRD; New York (NY); On-site; USD 34,000 - 51,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off

Life insurance

Parental leave

Job summary

RRD, a leader in marketing and business services, seeks a Reservations Lead to drive exceptional client service. You will oversee reception and concierge teams, coordinate workflow, and act as a subject matter expert for the team.

Your role includes managing timekeeping for reports, handling client concerns, and ensuring adherence to policies while maintaining a 5-star guest experience. This position requires strong communication and organizational skills in a fast-paced environment.

Qualifications

• High school diploma or equivalent.
• 3+ years concierge/reception experience in customer service, legal or financial services preferred.
• 1+ year reception desk experience in a busy blue-chip office.
• Proficient in Microsoft Office (Word/Excel); basic PowerPoint.
• Experience with vendors preferred.
• Outstanding guest services and top-tier communication skills.
• Fluent English, both verbal and written.
• Good time management and organized.
• Strong interpersonal and engaging personality.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Lead reception/concierge team and manage client relationships.
• Handle timekeeping and absence for direct reports with policy compliance.
• Communicate with team and client on job deadlines.
• Escalate operational problems to Supervisor/Manager.
• Resolve client concerns per policies and procedures.
• Interpret client requests and coordinate team workflow.
• Produce reports on schedule.
• Assist team with large or complex jobs.
• Conduct QA to ensure client satisfaction.
• Monitor workflow to meet deadlines efficiently.
• Select best equipment/resources for requests.
• Train new employees on policies and procedures.
• Greet clients/guests and be the day-to-day contact for escalations.
• Provide a seamless guest journey and escort to meeting rooms.
• Understand needs and deliver 5-star service.
• Answer calls, take reservations, distribute messages.

Skills

Guest services

Communication

Time management

Interpersonal skills

Leadership

Deadline adherence

Customer service

Problem solving

Education

High school diploma or equivalent

Tools

Condeco

MS Outlook

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Cisco telephone system

Job description

RRD, a leader in marketing and business services, seeks a Reservations Lead to drive exceptional client service. You will oversee reception and concierge teams, coordinate workflow, and act as a subject matter expert for the team.

Your role includes managing timekeeping for reports, handling client concerns, and ensuring adherence to policies while maintaining a 5-star guest experience. This position requires strong communication and organizational skills in a fast-paced environment.