Job Description

Williams Lea by RRD is a global business support services company with a strong legacy—over 200 years of experience delivering world-class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world—especially within legal, financial, and professional services industries.

We’re a people-powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it’s supporting law firms with critical document production or helping financial institutions manage high-volume print and digital communications, we’re the behind-the-scenes team making everything run smoothly

Job Description

Lead Receptionist for Global Client US Head Quarter office in Los Angeles. The Receptionist Lead delivers exceptional customer service for our clients. Responsibilities include leading employee(s) and directing workflow for reception and concierge services while serving as a subject matter expert and resource to the team.

Job duties

(* denotes an “essential function”)

• *Ensure team provides outstanding reception and concierge service to client, while building strong customer relationships

• *Communicate with direct reports, manager and client on job or deadline issues

• *Immediately escalate operational problems or issues to Supervisor or Manager

• *Handle client concerns and be able to problem-solve resolutions in accordance with policies and procedures

• *Produce required reports on schedule

• *Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction

• *Ensure clients and guests are welcomed in the office lobby and serve as a daily point of contact for any employee, visitor/guest or client escalations

  • *Ensure a seamless and personal guest journey

  • *Escort guests to their booked meeting room within the building, informing the host of the guest’s arrival

  • *Understand customer’s needs and provide them with 5 Star professional service.

  • *Attend to guests wishes and requirements.

  • *Answer the phone and make reservations, take and distribute messages or mail and redirect calls

  • *Acquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations

  • *Arrange events, excursions, transportation etc. upon request from guests

  • *Handle external and internal calls in a professional manner

  • *Assist hospitality with setting up rooms with beverages and food

  • *Manage any external catering requirements from third party vendors

  • *Book meeting rooms using Condeco and MS Outlook accurately and ensure that all AV, room layout and food and beverage requirements are noted

  • *Continually monitor reception inbox ensuring e-mails are responded to in a timely manner

  • *Book transport for employees and clients

  • *Manage Visiting Attorney office and room bookings and visitor pass management

  • Liaise with other departments to ensure efficient communication and guest service, and creating a 'one team' approach to delighting your guests

  • Occasional requirement to support client functions that run into the evening

  • Adhere to Williams Lea policies in addition to client site policies.

Qualifications

• High school diploma or equivalent
• Minimum 3 years’ Concierge and/or reception experience in a customer service environment, legal or financial services industries preferred
• 1 year or more experience working on a reception desk for a blue-chip company within a busy office environment
• Intermediate Microsoft Office Word and Excel skills
• Basic Microsoft PowerPoint skills
• Prior experience working with vendors preferred
• Outstanding guest services skills,
• Excellent and sophisticated communication skills, both verbal & written
• Good time management skills
• Good knowledge and understanding of a Cisco telephone system
• Must possess professional presentation/appearance
• Great interpersonal skills and an outgoing personality
• Excellent command of the English language, both in verbal and written communication
• Operational experience working at prestigious events preferred
• Attention to detail with good organizational skills
• Must possess passion to achieve excellent guest service consistently
• Demonstrates the ability to lead others effectively
• Ability to work under pressure, plan ahead and anticipate problems
• Ability to meet all required deadlines
• A welcoming positive manner and an understanding of what good customer service looks like
• Acts with integrity at all times and embraces the company philosophy.
• Ability to understand the needs of the client and provide customer service and superior client service.
• Ability to create and maintain strong relationships and channels of communication with key interfaces and the business
• Knowledge of Condeco and working knowledge of A/V equipment an advantage
• Ability to multitask, prioritize workload and provide administrative support.
• Ability to handle sensitive and/or confidential documents and information.
• Able to make independent decisions that conform to business needs and policy.
• Good problem-solving skills, with the ability and understanding of when to escalate a problem to a supervisory or managerial level.
• Must work well in a team environment
• Must be able to interact effectively with multi-functional and diverse backgrounds.
• Ability to work in a fast-paced environment.
• Must be self-motivated with positive can-do attitude.

Additional Information

The rate of pay for this role at the noted RRD location is $24.00 / hour. Typically, roles follow step
progressions to a target rate or set increments over time. Depending on the role, in addition to the hourly
rate of pay, the total compensation package may also include overtime, shift differential, call-in, and/or stand-by pay. RRD’s benefit offerings include medical, dental, and visioncoverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

It is the policy of Williams Lea to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity of expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Williams Lea is a drug-free workplace and performs pre--employment substance abuse testing.

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All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

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