Guest services Jobs in Atlanta, GA

JOB DESCRIPTION

Under direction of the Guest Services Manager, efficiently manage and coordinate all services related to visitor experience, firm business calls, reservation management, Atlanta Daily Vitals and Red Carpet Service by being professional, caring, resourceful and motivated. An Alston & Bird Guest Services Specialist is proactive in anticipating clients’ needs and responds promptly to the requests of customers by aligning services to the customers’ needs and schedules. This position operates out of our office in Atlanta GA.

A Guest Services Specialist is a good steward of the Firm’s TOP ECHELON service culture which the Firm relies on to deliver world class service to our clients, guests, business partners, attorneys, and administrative staff. TOP ECHELON is a distinguishable brand of service that extends beyond the norm and empowers us to exceed internal and external customer expectations.

ESSENTIAL DUTIES

• Key member of the firm’s Global Reservations team

• Operate Firm’s telephone, reservation, and visitor management systems.

• Greet clients and guests with a calm, courteous, and professional demeanor

• Deliver responsive, personalized telephone service for all business calls, providing information about the Firm and its practice areas as needed.

• Compose and distribute the daily Atlanta Office Vitals email highlighting visitors, and upcoming events.

• Serve as a resource for Conference Room Space Policy; process intake forms and coordinate approvals with ATL administration.

• Confirm meeting details, including guest registration, meals, technology needs, and room setup.

• Act as concierge for visiting attorneys: manage Red Carpet requests, access cards, floor maps, office resources, and local directions.

• Process guest identification and escort visitors per ISO policies.

• Liaise between clients and internal departments to address requests promptly.

• Coordinate with First Responders and Firm Medical Response Team for emergencies.

• Maintain a client-ready reception area.

• Provide overtime support as needed, sometimes on short notice.

• Creates a positive first impression as the initial point of contact for the ATL office, embodying a polished, professional presence in alignment with firm policy.

• Perform other duties as assigned.

SKILLS NEEDED TO BE SUCCESSFUL

EDUCATION AND EXPERIENCE

• Intermediate knowledge of Microsoft suite, event/space management systems (preference given to candidates with experience using Korbyt) and field-based data entry systems

• Previous experience of 5 or more years in customer service or a front desk position at a professional service establishment

• Highly adept at learning new IT systems and acting as a trusted subject matter expert within them

• High School diploma or equivalent, with preference to advanced degrees.

ORGANIZATIONAL AND TASK MANAGEMENT

• Ability to organize work in a manner that facilitates timely and efficient completion of tasks

• Ability to learn and adapt quickly to changing situations with minimal planning/information

• Ability to develop proficiencies with firm approved technology to include application support, data analysis (reports), and troubleshooting

• Ability to resolve issues quickly and efficiently

COMMUNICATION AND LISTENING SKILLS

• Strong command of the English language, both verbal and written. Additional languages are a plus

• Ability to effectively utilize verbal and written communication

• Ability to clearly and accurately convey information in a professional and respectful tone with colleagues, clients, and others

• Ability to share ideas, feedback, and opinions in a constructive and professional manner

• Ability to listen and be open to learning from other people’s advice and observations

PERFORMANCE STANDARDS

• Promote a positive attitude about the Firm, your work responsibilities, and the competencies of our department

• Understand and execute Firm Guest Services Specialist Service Standards outlined on the ABNet Private Site

PHYSICAL EFFORT

• Frequent, repetitive use of hands, wrists, and fingers

• Ability to stand, walk, stoop, kneel, crouch, climb, push, pull, and lift as required throughout the workday

• Ability to communicate effectively through spoken word to express or exchange information

• Ability to clearly convey detailed or important verbal instructions to others