Job Description
JOB TITLE: Conference Center Guest Service Agent
REPORTS DIRECTLY TO: Conference Center Manager
DEPARTMENT: Conference Services
SUMMARY:
The Guest Service Agent (GSA) is responsible for establishing a warm, welcoming, and professional atmosphere for all clients, executives, and staff members at all times. The GSA will be the first point of contact for visitors to the area, making them feel comfortable, directing them to their appointments and meetings, and assisting them during their stay.
RESPONSIBILITIES:
- Greet visitors and clients with a smile and stand as they get on the floor.
- Direct and/or escort clients to the designated meeting rooms.
- Conduct overall room appearance site inspection and work with Facilities Management to maintain facilities.
- Work closely with the Conference Center team (Coordinators, Catering, Audio/Visual) on the overall execution of events.
- Handling on-floor conference room activities, both visually and using 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.
- Conduct opening and closing walkthroughs when the business requires.
- Assist with coat check and luggage.
- Assist in conference room readiness inspections to determine the room is equipped with proper event materials such as pads, pencils, event handouts, and welcome packages.
- Prepare conference aide welcome packet for temporary staff when applicable.
- Preparing daily agendas, and printing daily packets for daily meetings.
- Expedite all requests to send packaged materials back to clients.
- Book meetings/events in EMS and follow protocol for email confirmation, no-show management, and internal correspondence.
- Follow protocol for personalized email confirmations and internal correspondence.
- Answering telephones in a friendly, professional manner, taking messages with accuracy, transferring phone calls, 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.
- Register visitors for meetings/events taking place in the conference centers.
- Acting as an overall Hospitality Services resource to guests, visitors, and employees in providing way-finding and amenities within the building, commutation and transportation, community retail, neighborhood amenities, and organizational information.
- Standing during peak business hours and when greeting guests.
- 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 uniform and grooming policies.
- Maintaining the attractive, neat appearance of the Reception area.
- Troubleshooting a wide variety of requests and situations, both for guests and members.
- Gaining an understanding of the company culture, and key areas of activity, and creating “transparency”.
- Assist with coverage in other locations as needed. Adhere to flexible schedules to meet business demands.
- Prepare and submit daily reports to appropriate recipients.
- Participate in daily, weekly, and monthly meetings.
- Abiding by the “20 Second Rule” and notifying the manager on duty of any occurrences.
- Capacity to take on additional duties as assigned; Additional adjustments or responsibilities may be changed or added as necessary.
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, prioritize tasks and juggle 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.
- 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 high school graduate, with some college, preferred. Two to three years of experience in a client service/reception position within a hospitality or corporate environment.