Guest Experience Lead — Reservations & Concierge

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

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

401(k) with company match

Life insurance

Tuition assistance

Parental leave

Job summary

RR Donnelley is hiring a Reservations Lead to oversee reception and concierge services, supervising staff and ensuring top-tier client experiences. The role requires coordinating workflows, solving issues, and maintaining high standards of service across client interactions in a fast-paced environment.

The position emphasizes strong communication, organizational excellence, and the ability to manage multiple tasks while delivering 5-star service to guests and clients within the building.

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 PowerPoint skills.
• Excellent and sophisticated communication skills, both verbal & written; English proficiency.
• Good knowledge and understanding of a Cisco telephone system; professional presentation/appearance.

Responsibilities

• Ensure team provides outstanding reception and concierge service to client, while building strong customer relationships.
• Conduct timekeeping and absence for direct reports, ensuring system accuracy and policy compliance.
• Communicate with direct reports, manager and client on job or deadline issues.
• Elevate operational problems to Supervisor or Manager.
• Handle client concerns and problem-solve resolutions per policies and procedures.
• Interpret and coordinate workflow within the team, prioritizing jobs and delegating duties to associates.
• Produce required reports on schedule.
• Assist the team with large or complex jobs and high-volume activities.
• Oversee quality assurance to maintain client satisfaction and efficient workflow.
• Monitor workflow to ensure timely and accurate completion of jobs.
• Assess requests and select resources for successful completion.
• Enforce standard operating procedures.
• Train new employees on policies and procedures.

Skills

Communication skills

Interpersonal skills

Customer service

Leadership abilities

Problem-solving

Education

High school diploma or equivalent

Tools

Condeco

MS Outlook

Cisco telephone system

AV equipment

Job description

RR Donnelley is hiring a Reservations Lead to oversee reception and concierge services, supervising staff and ensuring top-tier client experiences. The role requires coordinating workflows, solving issues, and maintaining high standards of service across client interactions in a fast-paced environment.

The position emphasizes strong communication, organizational excellence, and the ability to manage multiple tasks while delivering 5-star service to guests and clients within the building.