Guest Services Specialist

Alston & Bird•Atlanta, GA

20h•Onsite

About The Position

Alston & Bird LLP is a leading international law firm dedicated to excellence through impactful communication, collaboration, and community involvement. The firm has been recognized as one of the "100 Best Companies to Work For" for 27 consecutive years, highlighting its commitment to innovation and professional development. The foundation of Alston & Bird LLP is built on trust, reliability, and compassion. The Guest Services Specialist, under the direction of the Guest Services Manager, is responsible for efficiently managing and coordinating all services related to visitor experience, firm business calls, reservation management, Atlanta Daily Vitals, and Red Carpet Service. This role requires a professional, caring, resourceful, and motivated individual who is proactive in anticipating clients’ needs and promptly responds to customer requests by aligning services with their needs and schedules. Operating out of the Atlanta GA office, the Specialist is a steward of the Firm’s TOP ECHELON service culture, which aims to deliver world-class service to clients, guests, business partners, attorneys, and administrative staff by exceeding internal and external customer expectations.

Requirements

Intermediate knowledge of Microsoft suite, event/space management systems 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
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
Strong command of the English language, both verbal and written
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

Nice To Haves

Experience using Korbyt (event/space management system)
Advanced degrees
Additional languages

Responsibilities

Serve as a key member of the firm’s Global Reservations team
Operate the 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
Create 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