Owen Reed is looking to recruit a committed and knowledgeable Guest Services Representative to join a top law firm in London.

The Guest Services Representative is responsible for front-of-house operations, managing meeting rooms, and providing facilities and office services. This role delivers an efficient, client-focused, and professional service to partners, staff, and clients while maintaining a high level of hospitality and professionalism.

JOB RESPONSIBILITIES

This list is not exhaustive and may be supplemented and changed as necessary.
•Meeting Room Management: Manage conference space bookings in EMS to ensure maximum meeting room utilization. Ensure that all required information (including catering, AV, and other services) is accurately captured to meet client and meeting needs.
•Visitor Management: Register visitor details in the Building Visitor Management system, ensuring smooth access and security.
•Technical Support Coordination: Report and escalate technical issues, liaising with relevant departments for prompt resolution.
•Shift Handover: Provide comprehensive handovers at the end of each shift, highlighting key events, special requests, or urgent issues.
•Switchboard Operations: Professionally answer and manage switchboard telephone calls, transferring or redirecting calls as needed while ensuring timely and appropriate responses to queries.
•Access Control: Manage access to floors via the intercom, ensuring caller identity is confirmed before granting access.
•General Administrative Support: Provide ad-hoc administrative and operational support as required.

QUALIFICATIONS

•Customer Service Excellence: Proven track record of delivering exceptional customer service, with a focus on hospitality and professionalism.
•Strong Communication Skills: Excellent verbal and written communication skills with a professional telephone demeanor.
•Organizational Abilities: Strong multitasking abilities, with the capacity to prioritize and manage time effectively in a fast-paced environment.
•Flexibility and Adaptability: Willingness to adapt to changing work assignments and schedules.
•Teamwork and Collaboration: Ability to work effectively both independently and as part of a broader Guest Services team, interacting positively with colleagues at all levels.
•Problem-Solving Skills: Proactive in identifying issues and resolving them efficiently, escalating when necessary.
•Confidentiality and Professionalism: Ability to maintain a high level of confidentiality and present a professional appearance and demeanor at all times.
•Attention to Detail: Strong attention to detail to ensure high-quality service and accurate documentation.
Technologies/Software:
•Room Booking System Experience: Proficiency with online room booking systems e.g., EMS or similar platforms is essential.
•Helpdesk Software Experience: Familiarity with ServiceNow or other Helpdesk service tool is advantageous.
•General IT Skills: Comfortable using standard office equipment e.g., telephone, PC, laptop.