SUMMARY The Receptionist is the face of the firm and makes the first impression. The primary function of the Receptionist is to be a front-line ambassador who plays an important strategic role in building the firm's relationship with clients and guests. The Receptionist is a highly visible, interactive, professional who ensures a high level of customer service to all clients and guests of the firm and provides a positive client experience for all levels of interaction. The individual must thrive and take pride in this front-facing service role. This position will have responsibility on the main reception and conference center floor and will require resourcefulness and working knowledge of the conference center protocols.
JOB DESCRIPTION Communication The Receptionist interacts with clients and guests either by telephone or in-person. The Receptionist listens, articulates clearly and takes appropriate actions. The Receptionist anticipates the unexpected, asks the right questions and manages situations with poise.
- Serve as the voice and face of the firm.
- Answer and screen all incoming external and internal telephone calls in a welcoming and professional manner. Communicate clearly and effectively with all callers.
- Approach others in a tactful and professional manner; react well under pressure; treat others with respect; accept responsibility for actions; follow through on commitments.
- Assist all clients and visitors and facilitate their arrivals and departures using appropriate technology and other means to provide accurate information. Notify attorneys of visitor arrivals promptly with reminders if necessary. Guide visitors to appropriate conference rooms and visitor offices and provide light administrative support.
- Act as primary responder to security issues in a calm and professional manner and report issues to management appropriately. Liaise with building management as appropriate.
Guest Services The Receptionist has the ability to meet and exceed guests' expectations and provide services they need. The role requires a professional, outgoing and welcoming personality that understands the value of first impressions, client service and dedication to creating a memorable experience for all guests. To make a great first impression, there are four must-do's : (i) friendly welcome; (ii) stand to greet the client/guest; (iii) make eye contact; and (iv) smile.
- Provide a warm, welcoming environment for all clients and guests.
- Greet clients and guests politely by name, engaging with them, and escorting them to their meeting room.
- Ensure all requests are dealt with in a timely and friendly manner.
- Identify and resolve problems in a timely manner; gather and analyze information and develop alternative solutions; use reason when dealing with emotional situations; and the ability to manage changing circumstances quickly and calmly while being responsive to the needs of the clients and guests.
- Anticipate the needs and expectations of each individual client or guest and responding to extremely varied requests (e.g., offering an umbrella to a client/guest when it is raining).
- Attend to Receptionist needs of clients/guests to include car service reservations, parking garage assistance, restaurant reservations, check airlines and print boarding passes, theatre tickets, or other hospitality-driven services that clients or visiting attorneys might request.
- Ability to balance team and individual responsibilities; exhibits openness to others' viewpoints and ideas; contributes to building a positive team; committed to supporting co-workers and clients/guests.
- Improve and promote quality and a first class experience; demonstrates accurateness and thoroughness; follows all policies and producers, applies feedback to continue to improve.
Knowledge Center / Resource - The Receptionist serves as a source of information for the office and has a wide range of resources available to guests. Provide working knowledge of conference related technical skills such as setting up conference calls, long distance dialing, LAD-related issues for visitors.
- Ability to provide clients with inside knowledge of the best coffee shops, restaurants, and dry cleaning services in the area and provide guidance as guests/clients navigate their travel and time in the city.
- Have a depth of understanding about the firm, the people, and the clients.
- Inform Conference and Events Coordinator, Facilities Manager and/or Office Administrator of: any and all facilities issues; ensure that the client reception area is kept clean and professional in appearance, and is in compliance with client confidentiality; and check all amenities equipment.
- Familiarize oneself with firm personnel, policies and procedures.
- Attain proficiency in the conference room reservation software (Service Now). Book conference rooms and visitor offices and ensure that all necessary components for meetings (A/V, food, room configuration and similar requirements) are provided. Coordinate with food services vendor for all client and internal meeting requests; track all data for client and internal billing purposes.
Other Responsibilities - Attend all necessary training including software(s) as required to perform job functions.
- Handle multiple tasks to include, but not limited to event preparation such as envelope stuffing or name tag preparation, Excel projects, short correspondence, photocopying, faxing, mailing, and light assistant duties.
- Maintain a flexible work schedule to change hours as necessary to accommodate events, meetings, firm holidays, weather and other types of emergencies; overtime as required.
- Professional appearance and strict adherence to firm's required dress code for this position.
- All members of the firm are encouraged to participate in our Global Citizenship program.
- Other special projects and duties as assigned.
QUALIFICATIONS EDUCATION, CERTIFICATIONS AND/OR EXPERIENCE:
- Relevant hospitality/ administrative experience with high visitor and call volume in a medium-to-large sized organization preferred
- 45 wpm typing skills, good spelling and grammar, and basic knowledge of Microsoft Office suite
- Effective and professional verbal communication skills
- Strong organizational skills and calendar management skills
- Resourceful in problem solving and meeting client/visitor needs
- Professional appearance and outgoing positive demeanor
- Ability to write, read and comprehend correspondences, memos, emails, and basic instructions
- English is required; other languages are a plus
PHYSICAL DEMANDS - Must be able to lift 10 pounds
- Must be able to climb stairs and walk guests around the conference center
HOURS Core Hours are 8:00 a.m. to 4:00 p.m. with a one-hour break. Must be flexible to work overtime hours. This job description sets forth the authorities and responsibilities of this position and may be changed from time to time as shall be determined. In New York, the annualized salary range for this position is $55,000 to $68,000 depending on the candidate's overall experience and other job-related factors permitted by law. Full time employees may be eligible for a discretionary bonus. In addition, full time employees as well as some part time employees, will be eligible for the firm's fringe benefits as they currently exist. Hogan Lovells is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, age, national origin, disability, sexual orientation, gender identity or expression, marital status, genetic information, protected veteran status, or other factors protected by law. This job description sets forth the responsibilities of this position and may be changed from time to time as shall be determined. Hogan Lovells is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, age, national origin, disability, sexual orientation, gender identity or expression, marital status, genetic information, protected Veteran status, or other factors protected by law. Hogan Lovells complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact our Benefits Department at ...@hoganlovells.com.