Lead Receptionist

RR Donnelley•New York, NY

15h•$25 - $37

About The Position

The Lead Receptionist delivers exceptional customer service to clients and leads employees while directing workflow for reception and concierge services. The role serves as a subject matter expert and resource to the team, ensuring efficient operations, quality service, and a seamless guest journey. The position welcomes clients and guests, handles reception and concierge requests, coordinates meeting rooms and visitor arrangements, supports hospitality and events, and liaises with internal departments and external vendors. It also oversees team timekeeping, training, quality assurance, workflow, and compliance with company and client policies. Occasional support for client functions that run into the evening may be required.

Requirements

High school diploma or equivalent.
At least 3 years of concierge and/or reception experience in a customer service environment.
At least 1 year of experience working at a reception desk for a blue-chip company in a busy office environment.
Intermediate Microsoft Word and Excel skills.
Basic Microsoft PowerPoint skills.
Outstanding guest-service skills and excellent, sophisticated verbal and written communication skills.
Good time-management skills and attention to detail, with strong organizational skills.
Good knowledge and understanding of a Cisco telephone system.
Professional presentation and appearance, strong interpersonal skills, and an outgoing personality.
Excellent command of spoken and written English.
Passion for consistently achieving excellent guest service and ability to lead others effectively.
Ability to work under pressure, plan ahead, anticipate problems, and meet deadlines.
Ability to understand client needs and provide superior client service.
Ability to build and maintain strong relationships and communication channels with key interfaces and the business.
Ability to multitask, prioritize workload, and provide administrative support.
Ability to handle sensitive and confidential documents and information.
Ability to make independent decisions that conform to business needs and policy.
Good problem-solving skills and judgment about when to escalate issues.
Ability to work well in a team and interact effectively with people from diverse and multifunctional backgrounds.
Ability to work in a fast-paced environment and maintain a self-motivated, positive can-do attitude.
Integrity and alignment with the company philosophy.

Nice To Haves

Experience in the legal or financial services industries.
Prior experience working with vendors.
Operational experience working at prestigious events.
Knowledge of Condeco.
Working knowledge of audiovisual equipment.

Responsibilities

Lead employees and direct workflow for reception and concierge services while serving as a subject matter expert and resource to the team.
Ensure the team provides outstanding reception and concierge service and builds strong customer relationships.
Manage direct reports’ timekeeping and absences, ensuring system accuracy and compliance with policies and procedures.
Communicate job or deadline issues with direct reports, the manager, and the client, and promptly escalate operational problems to a supervisor or manager.
Handle client concerns and resolve them in accordance with policies and procedures.
Interpret incoming client requests, coordinate and prioritize team workflow, and delegate duties to associates.
Produce required reports on schedule and assist with large or complex jobs and high-volume administrative requests.
Conduct and oversee quality assurance, monitor workflow and deadlines, and ensure standard operating procedures are followed.
Assess incoming requests and select appropriate equipment and resources.
Train new employees on policies and procedures.
Welcome clients and guests in the office lobby, serve as a daily point of contact for escalations, and provide a seamless, personalized guest journey.
Escort guests to booked meeting rooms and notify hosts of their arrival.
Answer phones, make reservations, take and distribute messages or mail, redirect calls, and handle internal and external calls professionally.
Provide recommendations about the premises, nearby venues, and businesses; arrange events, excursions, and transportation upon request.
Assist hospitality with room setup, beverages, and food, and manage external catering requirements with third-party vendors.
Book meeting rooms using Condeco and MS Outlook, accurately recording audiovisual, room-layout, and food-and-beverage requirements.
Monitor the reception inbox and respond to emails in a timely manner.
Book transport for employees and clients.
Manage Visiting Attorney office and room bookings and visitor passes.
Liaise with other departments to support efficient communication and guest service.
Occasionally support client functions that run into the evening.
Adhere to Williams Lea policies and client-site policies.