RECEPTION TEAM LEAD

Job Summary

The Rapport Team Lead position reports to the Rapport Manager. The Reception Team Lead will provide guidance and leadership to the New York based Reception Team.

This role is responsible for the following:

• Acts as first point of contact for all activities and emergencies in the reception area.
• Promoting teamwork and quality service through daily communications and coordination.
• Developing and maintaining positive working relationships.
• Developing and supporting a team approach to reach common goals.
• Ensures that team can answer FAQ ‘s and speak knowledgably about the building and surrounding areas, transportation, local restaurants, and New York happenings. 
• Performs other duties as assigned.

Essential Duties & Responsibilities:

• Oversees the New York Reception Team operation. 
• Train and mentor staff to deliver exceptional service to internal and external clients.
• Ensuring the team has received training on Goodwin’s reception manual.
• Able to build consensus and influence team members to achieve goals and objectives. 

The Reception Team Lead will participate in and monitor the following tasks:

• Welcoming all internal and external clients in a friendly manner.
• Notifying meeting hosts of all guest’s arrivals.
• Escorting clients to their meeting destinations.
• Answering incoming telephone calls.
• Replying to all incoming emails in a timely manner.
• Notifying all necessary departments of pop-up/last minute reservations or cancellations.
• Notifying Office Services of out-going mail or inter-office mail to be picked up at reception.
• Ensuring all visitor names are added to the New York security system, Envoy.
• Preparing and sending weekly receptionist schedule.
• Editing and sending the Daily Bulletin of visitors for the current day.
• Sending out a Weekly Bulletin that includes all upcoming events, visitors coming to the office the following week, and listing all new hires.
• Distributes permanent ID badges and loaner badges as needed.
• Checking the supplies in all conference rooms on the reception floor and ensuring they are stocked. The timing of this task is daily roughly at these times 8:00 am-9:00 am, 12:00 p.m. -1:00 p.m., and 4:00 p.m. - 5:00 p.m. This will depend on the occupation of the conference rooms.
• Ensuring all client meetings have an onsite contact.
• Distributes car vouchers as needed.
• Ensures that the Reception Desk and seating area are consistently presentable.
• Knowledgeable of FAQ ‘s and able to speak knowledgably about the building and surrounding areas, transportation, local restaurants, and New York ‘happenings. 
• Punctual, dependable, and dedicated to achieving excellence.
• Proficiency in computer software programs, including MS Office and EMS is a plus.
• Ability to stand/walk for extended periods of time.

CRC Responsibilities

• As a CRC, responsible for booking and confirming conferences room and visiting offices. This includes but is not limited to:
• Maintain conference room calendar in EMS.
• Create and/or manage reservations and bookings in EMS.
• Sends Visiting office welcome letters to all visitors for the following day.
• Vet and confirm firmwide reservations to ensure IT info is correct.
• Vet services and other requests in the EMS dashboard.
• Ensure all entered billing codes are accurate in EMS, if not, reach out to meeting host for correct billing information
• Approve and assist with Visiting Office requests in OfficeSpace.
• Reach out to the meeting host to move meetings and accommodate pending conference room requests.
• Placing admin holds on conference rooms and removing visiting offices as needed.
• Performs other duties as assigned.

Preferred Qualifications:

• A commitment to delivering exceptional service.
• Excellent oral and written communication skills.
• Excellent organizational skills, with the ability to work under pressure, prioritize, and ability to multitask.
• Strong computer skills and knowledge of office technology/equipment.
• A good understanding of greeting clientele and the special role of a Hospitality Ambassador within a corporate environment.