Guest Services Specialist

Alston & Bird•Atlanta, GA

20h•Onsite

About The Position

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.

Requirements

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.
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
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

Nice To Haves

Additional languages are a plus

Responsibilities

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.