Guest Services Assistant

Alston & Bird•New York, NY

11d•Onsite

About The Position

The Guest Services Assistant plays a key role in delivering a polished, high‑touch visitor experience in the New York office. Working under the direction of the Guest Services Manager and NYC Conference Services Manager, this role supports Guest Services and Conference Services through call handling, reservation management, NYC Red Carpet Service, and conference space coordination. The assistant is hands‑on in maintaining conference rooms, pantries, break rooms, and visiting attorney offices, ensuring every detail reflects a professional and welcoming environment. Success in this role requires proactive service, strong attention to detail, and a commitment to hospitality excellence. ServSafe Food Safety certification is required in accordance with state law. As a steward of the Firm’s TOP ECHELON service culture, the Guest Services Assistant helps deliver world‑class service that consistently exceeds internal and external customer expectations. This is a part‑time role with standard hours of Monday through Thursday, 11:00 a.m. to 3:00 p.m., with occasional additional hours as needed to support events and office operations.

Requirements

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.
Ability to effectively utilize verbal and written communication with colleagues, clients, and other individuals.
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.
Maintain and follow current policies, benefits, and rules that are posted in the Firm Manual.
Maintain and follow all mandatory firm requests, training, and compliance documentation (i.e. Security Awareness Training, HIPPA, etc.).
Intermediate knowledge of Microsoft suite, EMS and field-based data entry systems.
Previous experience of 1 or more years in a customer service or front desk position.
High School diploma minimum educational requirement.

Responsibilities

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.
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.
Working knowledge of basic technology equipment functionality in conference rooms/floors.
Working knowledge of department’s room reservation system.
Preparation, execution and closeout of special office social and business-related events.
Perform other related duties in the Conference Services Department as assigned by supervisor.
Maintain conference space, kitchens, break rooms and visiting attorney offices in a neat, clean and orderly manner in accordance with the established firmwide Return to Inventory (RTI) procedures documented on the department’s ABnet Private Site.
Coordinate with First Responders and Firm Medical Response Team for emergencies as needed.
Provide overtime support as needed, sometimes on short notice.
Creates a positive first impression as the initial point of contact for the NYC office, embodying a polished, professional presence in alignment with firm policy.
Perform other duties as assigned.