LOBBY RECEPTIONIST

Job Summary

The Lobby Receptionist provides exceptional service and support across a variety of responsibilities including reception, guest relations, and meeting coordination. This role is the first point of contact for high-profile clients, guests, and internal stakeholders, requiring a polished, professional, and welcoming demeanor at all times. By embodying a culture of excellence, the Lobby Receptionist ensures every interaction reflects the highest standards of hospitality, discretion, and efficiency.

Job Responsibilities
Guest Reception & Experience
•Greet all guests and visitors warmly, ensuring every person feels welcomed, acknowledged, and valued.
•Check in visitors efficiently and escort them to their destination as needed.
•Proactively review VIP guest profiles and provide personalized greetings using service excellence standards.
•Act as a knowledgeable way-finder and concierge resource, confidently speaking to building amenities, surrounding areas, transportation, restaurants, and local happenings.
•Build rapport with employees and repeat guests, creating memorable experiences that foster long-term relationships.

Lobby and Conference Center Oversight
•Act as the face of the lobby and reception areas, maintaining professionalism and presence at all times.
•Collaborate with building and hospitality teams to support smooth lobby operations, including assisting with vendor and employee access.
•Monitor overall room appearance and functionality, reporting maintenance issues or safety concerns promptly.
•Manage meeting room reservations through internal systems, focusing on strategic assignment and maximum space utilization.
•Be alert to changes in meetings, room needs, and special requests, proactively communicating with the appropriate internal support teams (e.g., AV, IT, facilities, food services).

Communication & Emergency Protocols
•Answer and direct calls via the global switchboard, manage message delivery, and provide accurate information to guests and colleagues.
•Communicate clearly and consistently with team members and department leaders to ensure smooth transitions and thorough coverage across all shifts.
•Stay current on emergency procedures and be prepared to act as the point of contact during incidents or evacuations, executing assigned safety roles.
Professionalism & Continuous Improvement
•Demonstrate commitment to the company’s Platinum Service and Service Excellence Standards.
•Maintain an impeccable personal presentation in line with hospitality brand standards and dress policy.
•Remain open and receptive to feedback, actively participating in training and development initiatives.
•Support onboarding and cross-training of new team members; share expertise to elevate the entire team’s performance.
•Contribute to a culture of innovation, identifying new ways to enhance the guest experience and streamline operations.

Qualifications:

•Associate degree or equivalent experience in a client-facing, VIP or hospitality environment.
•Previous experience in reception, concierge, guest services, or office coordination preferred.
•Ability to sit or stand for long periods and move throughout large office buildings or campuses as needed.
•Availability to support rotating shifts or provide coverage during high-traffic periods, including early mornings, lunch coverage, and special events.

Key Competencies:
•Hospitality Mindset: Passionate about delivering exceptional service and creating a welcoming atmosphere.
•Ownership Mentality: Takes responsibility for guest experience and resolves issues proactively.
•Adaptability: Comfortable with change and able to prioritize tasks in a fast-paced environment.
•Communication: Clear, professional verbal and written skills with strong attention to detail.
•Technology Proficiency: Basic computer knowledge and familiarity with office systems and reservation platforms.
•Teamwork: Works collaboratively and flexibly to support colleagues and business needs.
•Confidentiality: Maintains discretion with sensitive information and high-profile guests.