Guest Services Representative

Cooley•San Diego, CA

About The Position

Cooley is seeking a Guest Services Representative to join its Office Services/Facilities team. The position focuses on building effective work relationships with clients, attorneys, business professionals, and employees while providing exceptional customer service. The representative supports meetings by coordinating food services, space, catering, and audiovisual or technology equipment with vendors and internal teams, and performs routine administrative duties. The role provides reception and visitor services, supports conference room reservations and meeting logistics, helps guests with local restaurant and transportation arrangements, and maintains visitor access and reception security. It also supports office facilities, personnel information, amenities, and, where applicable, purchasing, emergency preparedness, invoice processing, local intranet content, and office communications. The position requires proficiency in firm applications after orientation, professionalism, adaptability, discretion, and the ability to manage multiple requests and resolve or escalate operational issues appropriately.

Requirements

After orientation at Cooley LLP, demonstrate proficiency in Microsoft Office, iManage, and other firm applications.
Be available to work overtime as required.
Be familiar with making international and long-distance calls to assist clients, guests, or firm personnel.
Interact professionally, cooperatively, and tactfully with clients, coworkers, and others in person and by telephone.
Be detail-oriented and adaptable, punctual, and pleasant and professional in demeanor.
Have a clear speaking voice and excellent spoken and written command of English.
Demonstrate excellent verbal, written, organizational, computer, and interpersonal skills.
Maintain confidentiality.
Work independently and use critical thinking to solve operational issues, recognizing when to resolve an issue and when to escalate it.
Work effectively as part of a team.
Prioritize and handle multiple tasks simultaneously.
Work well under pressure in a deadline-driven environment.

Nice To Haves

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

Responsibilities

Answer telephone calls clearly and professionally, direct callers as requested, and route calls to voicemail when appropriate.
Check the general voice mailbox daily and forward messages to the appropriate attorneys or business professionals.
Greet visitors, record or log visiting attorneys and personnel from other Cooley offices, notify local Technology and Office Services team members, and escort guests to conference rooms as needed.
Schedule visiting offices and coordinate support assignments with the Administrative Services Manager or Director of Administration, as needed.
Maintain conference room reservation details and logistics in firm-provided software, including Zoom, and coordinate with Guest Services, Office Services, and Technology teams to support smooth meetings.
Respond promptly to conference room requests and questions and resolve service issues.
Collect visitor information for building access, enter the information, and send confirmation or access emails as needed.
Coordinate logistical requirements for in-house functions, serving as the office contact for meetings and arranging meal or beverage setups.
Assist clients and attorneys with local restaurant reservations and assist clients or visitors with local transportation needs, as needed.
Maintain and update the office floorplan showing office assignments.
Work with the Director of Administration, Associate Director of Operations, Operations Manager, or Guest Services Manager to resolve conference schedule conflicts and other challenges.
Maintain knowledge of office personnel, departments, and amenities, and use appropriate resources to provide information about personnel and departments in other offices.
Keep the reception area neat and orderly and maintain a secure environment at reception and floor entrances, ensuring guests and former employees do not enter without approval.
Maintain the security badge log, including new hires and temporary loaner keys.
Coordinate general facility maintenance with the on-site property manager, including light bulb replacement and temperature adjustments, and submit building-management work orders as needed.
Perform other duties as assigned or required.
Where applicable, assist with purchasing by ordering supplies and managing special requests for office supplies and stationery, including letterhead and business cards.
Where applicable, assist with the Facilities/Office Services Emergency Preparedness plan, including safety and disaster recovery plan maintenance, emergency food inventory, fire drills, emergency team recruiting, and employee safety training.
Where applicable, process and code vendor invoices.
Where applicable, coordinate content for the local office CooleyNet webpage and keep it up to date and useful.
Where applicable, remain aware of office and department events and direct employees to relevant information sources.
Where applicable, draft or circulate the daily office visitor email.

Benefits

Competitive compensation.
Medical benefits.
Health savings account with applicable medical plan.
Dental insurance.
Vision insurance.
Health and/or dependent care flexible spending accounts.
Pre-tax commuter benefits.
Life insurance.
Accidental death and dismemberment coverage.
Long-term care coverage.
Backup care for children and/or adults.
Other parental support benefits.
Firm-paid life insurance, AD&D, long-term disability, and short-term medical benefits for benefited employees.
20 days of paid time off each year.
10 paid holidays each year.
Generous parental leave.
Fertility benefits.
Benefit orientation for new employees.