Guest Services Representative

Cooley LLP; Palo Alto (CA); On-site; USD 62,400 - 74,880; Full time

Benefits offered by this job

Comprehensive benefits package

20 days of Paid Time Off

10 paid holidays

Fertility benefits

Job summary

Cooley LLP is looking for a Guest Services Representative in Palo Alto to join the Facilities/Office Services Team. This role emphasizes establishing effective relationships with clients and providing outstanding customer service. Key responsibilities include assisting in logistics for meetings, managing reception duties, and maintaining a secure environment.

This position requires proficiency in Microsoft Office Suite and a background in customer service, with a salary range between $30.00 and $36.00 hourly.

Qualifications

• Proficiency in Microsoft Office suite required after orientation.
• Familiarity with making international and long-distance calls.
• Detail-oriented with excellent organizational skills.

Responsibilities

• Assist guests with inquiries and provide a welcoming environment.
• Coordinate logistics for meetings and functions.
• Administer the reception area ensuring security and order.

Skills

Proficiency in Microsoft Office Suite

Customer service experience

Excellent verbal skills

Detail-oriented

Education

Bachelor's degree

Tools

iManage

Job description

Position Summary

Guest Services Representative at Cooley is seeking a Guest Services Representative to join the Facilities/Office Services Team. The role focuses on establishing effective work relationships with clients, attorneys, business professionals, and providing exceptional customer service to all clients, guests, and employees. Meeting assistance may include arranging food services vendors, coordinating with Operations, Guest Services, and other departments to ensure all requests for space, catering, and AV/technology equipment are managed seamlessly. The role also includes various routine administrative duties.

Responsibilities

• Answer telephones clearly and concisely, using a friendly and professional tone, and direct callers as requested or to voicemail when appropriate.
• Check general voice mailbox daily and forward messages to the appropriate attorney or other business professional members.
• Greet everyone with enthusiasm and a welcoming attitude; record/log visiting attorneys and personnel from other Cooley offices and inform local Technology and Office Services team members.
• Escort guests, as needed, to conference rooms.
• Schedule visiting offices and coordinate with Administrative Services Manager or Director of Administration to confirm secretarial/practice team assistant support assignment, as needed.
• Maintain and update reservation details and other logistics in firm-provided software (Zoom, etc.) for conference rooms.
• Work closely with the Guest Services, Office Services and Technology teams to ensure meetings run smoothly.
• Respond promptly to conference room requests or questions, providing excellent customer service when resolving issues.
• Collect information to register visitors for building access, input information, and send confirmation/access emails, as needed.
• Coordinate logistical requirements for all in-house functions, serving as the office contact for meetings and coordinating appropriate meal or beverage set-ups.
• Assist clients and attorneys with local restaurant reservations, as needed.
• Assist clients and/or visitors with local transportation needs.
• Maintain and update office floorplan of all office assignments.
• Collaborate with Director of Administration, Associate Director of Operations, Operations Manager or Guest Services Manager to resolve conference schedule conflicts, solve challenges and provide excellent hospitality.
• Maintain knowledge of all personnel and departments in the office; utilize appropriate resources to provide information regarding personnel and departments in other offices of the firm.
• Maintain knowledge of all office-wide amenities.
• Maintain a neat and orderly reception area.
• Maintain a secure environment at reception area and floor entrances, ensuring that clients or guests, including former employees, do not enter our space without approval.
• Maintain security badge log (new hires, temporary loaner keys, etc.).
• Work with on-site property manager to arrange general facility maintenance (light bulb replacement, temperature adjustments, etc.) and submit work orders for maintenance issues to building management as needed.
• All other duties as assigned or required.
• Other responsibilities (where applicable): Assist purchasing function; place orders with supply vendor and manage special requests for supply items (office supplies and stationery items such as letterhead, business cards, etc.).
• Assist Facilities/Office Services with Emergency Preparedness plan, including maintenance of safety and disaster recovery plan, handling emergency food inventory, assisting with fire drills, emergency team recruiting and employee safety training.
• Process and code vendor invoices.
• Serve as content coordinator for CooleyNet local office web page, ensuring it is consistently up-to-date, helpful, innovative, and useful as a resource to the office.
• Maintain awareness of all internal office/department-wide events/activities with the ability to direct employees to the appropriate source for additional information for event/activity (e.g., socials, special events, milestones, etc.).
• Draft and/or circulate daily office visitor email.

Skills & Experience

Required: After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage, and other firm applications. Available to work overtime, as required. Familiarity with making international and long-distance calls to enable the receptionist to assist clients, guests or firm personnel.

Preferred:

• Bachelor’s degree
• Prior customer service, receptionist or concierge experience
• Previous law firm experience

Competencies

• Ability to interact in a professional, cooperative and tactful manner with clients, co-workers and others both in person and on the telephone.
• Detail-oriented and adaptable.
• Punctual and pleasant professional demeanor with clear speaking voice and excellent spoken and written command of English.
• Excellent verbal, written, organizational, computer and interpersonal skills.
• Ability to maintain confidentiality.
• Ability to effectively work individually and use critical thinking skills to solve operational issues, knowing when to solve an issue on one’s own and when to elevate it to the next level for help.
• Team player.
• Ability to prioritize and handle multiple tasks simultaneously.
• Ability to work well under pressure within a deadline-driven environment.

Cooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices. EOE. The expected hourly pay range for this position with a work schedule of 40 hours per week is $30.00 - $36.00 ($62,400.00 - $74,880.00 annually). We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 20 days of Paid Time Off (“PTO”) and 10 paid holidays each year. We provide generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.