LEAD GUEST SERVICES AGENT

Job Summary

The Lead Guest Services Agent (GSA) provides direction, supervision and training to Guest Services Agents while working closely with Conference Coordinators and Conference Aide’s; reports directly to the Senior Conference Center Manager. Responsible person for ensuring there is an established warm, welcome and professional atmosphere for all clients, executives and staff members at all times. Responsible person for providing training to new hires and on-going training to current GSA’s. Creates weekly schedule and manages requests for time off amongst team, and supports coverage as needed.  

LEAD RESPONSIBLITIES:
•Day to day leadership and guidance of GSA team to maximize support to conference center
•Working with Senior Conference Center manager to create weekly GSA schedule with overall goal to motivate and maximize budgeted labor hours while being flexible to the changes of business
•Escalate all concerns with coverage of Reception Desk and needs to Senior Conference Center Manager.
•Provides timely and necessary feedback to the team to support the development of each team member.
•Supports the goals of the GSA team.
•Ensure the GSA team is providing and adhering to the platinum service standards and KPI’s.
•Responsible for uniform management. 
•Supports planning of team outings and volunteer events.
•Responds to escalations in a timely manner.
•Develop daily direction to GSA’s on all responsible areas including special projects daily, weekly, monthly as necessary.
•Proactively suggest areas of improvement to SOP’s, efficiency and management of responsible areas.
•Responsible for training new GSA’s and developing appropriate training schedule.
•Ensure GSA’s complete required trainings as necessary.
•Responsible person for the organization and cleanliness of both reception areas.
•Assist with coverage in any area needed.
•Create coverage schedule in the events of PTO, Call-outs or training.
•Ensure all schedules are entered into and updated in MYSTAFF
•Provide input to the Senior Conference Services Manager with regards to employee performance, particularly while preparing for annual and semi-annual performance reviews
•Conduct quarterly and yearly performance appraisals for all team members 
•Conduct performance appraisals, coaching and counseling, etc. for direct reports in Reception Services.

Long Description

DAILY RESPONSIBLITIES:
•Properly greet and handle visitors with a smile and maintaining eye contact through the entire interaction. Following established procedures with regard to both expected and unexpected arrivals, coordinating with in-house security as appropriate. Addressing guests and clients by name whenever possible.
•Answering telephones in a friendly, professional manner, taking messages with accuracy and appropriately handling or referring questions and requests. Proper telephone techniques include always putting a smile in one’s voice and enhancing personalization by using names.
•Implementing established security policies and procedures with regard to arriving and departing visitors, contractors, delivery persons, etc.
•Managing closely all activity in the internal visitor processing system.
•Register all guest activity and liaise with other centers on visitor processing.
•Acting as an overall Hospitality Services resource to guests, visitors, and employees in providing way-finding and amenities within building, commutation and transportation, community retail, neighborhood amenities, and organizational information.
•Communicating requests to the appropriate internal support departments such as, building maintenance (heating and cooling issues), information technology (computer issues), Audio Visual technology (meeting room technical support), and mail room (package pickups and deliveries).
•Having a thorough understanding of the emergency procedures and being prepared to carry out designated tasks in the event of a fire or other emergency.
•Adhering to Hospitality signature look.
•Maintaining the attractive, neat appearance of the Reception area, where applicable keeping newspapers and periodicals in order, coffee service replenished, etc.
•Troubleshooting a wide variety of requests and situations, both for guests and for team members
•Gaining an understanding of the company culture, key areas of activity and creating “transparency”.
•The ability to provide coverage due to call outs, PTO, and/or associates leaving early.
•Prepare and submit daily reports to appropriate recipients. 
•Participate in daily, weekly, and monthly meetings.  

CONFERENCE CENTER SPECIFIC RESPONSIBILITIES:
•Greet and direct and / or escort clients to designated meeting room
•Conduct overall room appearance site inspection and work with Facilities Management to maintain facilities
•Work closely with Conference Center team (Coordinators, Catering, Audio/Visual) on overall execution of events
•Handling on-floor conference room activities, both visually and by means of the reservations system, being aware of meeting start / end times, attendees in the room, food and beverage orders, etc. Advising the appropriate staff members of changes in meeting room status, special requests, etc.
•Assist in conference room readiness inspections to determine if the room is equipped with proper event materials such as pads and pencils
•Oversee the completion of sign-in sheets process from start to finish (daily meeting to GSA send out sign-in sheet to client). 
•Manage and maintain all conference center, training and meeting materials
•Booking of events into EMS and following protocol for email confirmation and internal correspondence. 
•Coordinating and planning events on an ad hoc basis to support the Conference Coordinator team.

Long Description

KEY COMPETENCIES:
•A genuine sense of hospitality, with a commitment to delivering the Platinum Service® Standard in all aspects of the GSA job.
•The ability to work under pressure, prioritizing tasks and juggling many jobs simultaneously, while constantly interacting with visitors in a public environment.
•Excellent listening and oral communication skills.
•Basic computer skills and knowledge of office technology / equipment.
•Punctual, dependable and dedicated to achieving operational excellence, down to the smallest of details.
•Willingness to adapt schedule based on business needs 
•Discreet, ethical and committed to maintaining a high degree of confidentiality.
•A consistently professional approach, with a mindset to take ownership and responsibility within and outside one’s job domain.
•A kind leader dedicated on providing Radical Candor and having difficult conversations.