Lead Receptionist

Rrdonnelley; New York (NY); On-site; USD 42,000 - 63,000; Full time

Job summary

Williams Lea in New York is seeking a Receptionist Lead to deliver exceptional customer service for our clients. You will lead the reception and concierge teams, directing workflow and acting as a resource for the group.

Responsibilities include timekeeping, client communications, problem resolution, and ensuring smooth operations during events and daily office activity. Strong organization and hospitality skills are essential.

Qualifications

• High school diploma or equivalent.
• 3+ years in concierge or reception roles in professional services.
• Strong communication and guest-facing skills.
• Proficient in MS Office applications (Word, Excel, PowerPoint, Outlook).

Responsibilities

• Lead reception and concierge services and mentor team members.
• Oversee timekeeping and absence for direct reports and ensure policy compliance.
• Coordinate workflow and prioritize client requests to meet deadlines.
• Resolve client concerns and escalate issues as needed.
• Book meetings, manage visitor flow and ensure a seamless guest experience.

Skills

Time management

Communication skills

Organizational skills

Customer service

Education

High school diploma

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

MS Outlook

Job description

The Receptionist Lead delivers exceptional customer service for our clients.

Responsibilities include leading employee(s) and directing workflow for reception and concierge services while serving as a subject matter expert and resource to the team.

Job Duties

• Ensure team provides outstanding reception and concierge service to client, while building strong customer relationships
• Conduct all timekeeping and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures
• Communicate with direct reports, manager and client on job or deadline issues
• Immediately elevate operational problems or issues to Supervisor or Manager
• Handle client concerns and be able to problem-solve resolutions in accordance with policies and procedures
• Intake jobs by being able to interpret and understand all manners of client request, and coordinate workflow within the team, prioritizing jobs and delegating duties to associates
• Produce required reports on schedule
• Assist the team in completing large or more complex jobs (i.e. large numbers of requests or high volumes of incoming/outgoing activities, expansive administrative support requests)
• Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction
• Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines.
• Assess incoming requests selecting the best equipment and/or resources for successful completion
• Make sure team follows standard operating procedures.
• Train new employees on policies and procedures.
• Ensure clients and guests are welcomed in the office lobby and serve as a daily point of contact for any employee, visitor/guest or client escalations
• Ensure a seamless and personal guest journey
• Escort guests to their booked meeting room within the building, informing the host of the guest's arrival
• Understand customer's needs and provide them with 5 Star professional service.
• Attend to guests wishes and requirements.
• Answer the phone and make reservations, take and distribute messages or mail and redirect calls
• Acquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations
• Arrange events, excursions, transportation etc. upon request from guests
• Handle external and internal calls in a professional manner
• Assist hospitality with setting up rooms with beverages and food
• Manage any external catering requirements from third party vendors
• Book meeting rooms using Condeco and MS Outlook accurately and ensure that all AV, room layout and food and beverage requirements are noted
• Continually monitor reception inbox ensuring e-mails are responded to in a timely manner
• Book transport for employees and clients
• Manage Visiting Attorney office and room bookings and visitor pass management
• Liaise with other departments to ensure efficient communication and guest service, and creating a 'one team' approach to delighting your guests
• Occasional requirement to support client functions that run into the evening
• Adhere to Williams Lea policies in addition to client site policies.

Qualifications and Requirements

• 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
• Ability to multitask, prioritize workload and provide administrative support.
• Ability to handle sensitive and/or confidential documents and information.
• Able to make indepe