Guest Services Representative

Cooley LLP; San Diego (CA); On-site; USD 38,000 - 46,000; Full time

Benefits offered by this job

Competitive benefits

Paid time off

Parental leave

Job summary

Cooley LLP is seeking a Guest Services Representative to join the Office Services/Facilities team in San Diego. The role focuses on delivering exceptional client service, coordinating conference rooms, catering, and AV/tech needs while maintaining a welcoming reception and supporting various administrative duties.

Responsibilities include greeting guests, managing visitor logs, arranging meals and reservations, and assisting with logistics for in-house events.

Qualifications

• Must have strong customer service skills and professional phone etiquette.
• Proficient with Microsoft Office; able to navigate firm applications.
• Able to communicate clearly in English, both written and spoken.

Responsibilities

• Answer and direct calls to attorneys, clients and staff with a professional demeanor.
• Greet visitors, log them, and coordinate with teams to assist with meetings and spaces.
• Coordinate conference room bookings, catering, AV/tech needs, and logistics for events and visits.

Skills

Customer service

Reception

Microsoft Office

English proficiency

Education

Bachelor’s degree preferred

Tools

iManage

Zoom

Job description

Cooley is seeking a Guest Services Representative to join the Office Services/Facilities team.Position summary: The Guest Services Representative position plays a critical role with a focus 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 making arrangements with food services vendors, and coordinating with Operations, Guest Services and other departments to ensure that all requests for space, catering and AV/technology equipment are managed well and services are provided seamlessly. This role will also perform various and other routine administrative duties. Specific duties include, but are not limited to, the following:Position responsibilities:Answer telephones clearly and concisely, using a friendly and professional tone for attorneys/business professionals/clients and direct callers as requested or to voice mail, when appropriateCheck general voice mailbox daily and forward messages to the appropriate attorney or other business professional membersGreet everyone with enthusiasm and a welcoming attitude and record/log visiting attorneys and personnel from other Cooley offices and inform local Technology and Office Services team members of such visitorsEscort guests, as needed to conference roomSchedule visiting offices and coordinate with Administrative Services Manager or Director of Administration to confirm secretarial/practice team assistant support assignment, as neededMaintain 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 issuesCollect information to register visitors for building access, input information and send confirmation/access emails, as neededCoordinate logistical requirements for all in-house functions serving as the office contact for meetings and coordinating appropriate meal or beverage set-upsAssist clients and attorneys with local restaurant reservations, as neededAssist clients and/or visitors with local transportation needsMaintain and update office floorplan of all office assignmentsCollaborate with Director of Administration, Associate Director of Operations, Operations Manager or Guest Services Manager, for resolution when conference schedule conflicts arise, solve challenges and provide excellent hospitalityKnowledgeable of all personnel and departments in the office. Utilize appropriate resources to provide information regarding personnel and departments in other offices of the firmKnowledgeable of all office wide amenitiesMaintain a neat and orderly reception areaMaintain a secure environment at reception area and floor entrances, ensuring that clients or guests, including former employees, do not enter our space without approvalMaintain security badge log (new hires, temporary loaner keys, etc.)As part of the Facilities team, work with on-site property manager to arrange for general facility maintenance including light bulb replacement, temperature adjustments and other issues. Submit work orders for maintenance issues to building management as neededAll other duties as assigned or requiredOther responsibilities (where applicable):Assist purchasing function; place order with supply vendor and manage special request for supply items. This includes office supplies and stationery items (letterhead, business cards, etc.)Assist Facilities/Office Services with Emergency Preparedness plan, including, but not limited to: maintenance of safety and disaster recovery plan, handling emergency food inventory, assisting with fire drills, emergency team recruiting and employee safety trainingProcess and code vendor invoicesServe as content coordinator for CooleyNet local office web page, ensuring that it is consistently up-to-date, helpful, innovative and useful as a resource to the officeMaintain awareness of all internal office/department wide events/activities with the ability to direct employees to the appropriate source for additional information for the event/activity (e.g., socials, special events, milestones, or such)Draft and/or circulate daily office visitor emailSkills & experience:Required:After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applicationsAvailable to work overtime, as requiredFamiliarity with making international and long-distance calls to enable the receptionist to assist clients, guests or firm personnelPreferred:Bachelor’s degreePrior customer service, receptionist or concierge experiencePrevious law firm experienceCompetencies:Ability to interact in a professional, cooperative and tactful manner with clients, co-workers and others both in person and on the telephoneDetailed-oriented and adaptablePunctualPleasant and professional demeanor with clear speaking voice and excellent spoken and written command of EnglishExcellent verbal, written, organization, computer, and interpersonal skillsAbility to maintain confidentialityAbility to effectively work individually and use critical thinking skills to solve operational issues, knowing the difference between when to solve an issue on one’s own and when to elevate it to the next level for helpTeam playerAbility to prioritize and handle multiple tasks simultaneouslyAbility to work well under pressure within a deadline-driven environmentCooley 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 $27.50 - $33.50/hour ($57,200.00 - $69,680.00 annually). Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate.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.