Guest Services Specialist

THE FIRM

At Alston & Bird, an international law firm, we take pride in our work through impactful communication, collaboration, and community involvement. Our company culture has been recognized for Fortune magazine’s “100 Best Companies to Work For©” for 25 years in a row. This accolade, along with many others, fosters a continuous drive for innovation and professional development amongst our employees. Here at Alston & Bird, we have built a foundation of trust, consistency, and humanity that contributes to our overall success.

JOB DESCRIPTION

The San Francisco office of Alston & Bird has a fantastic opportunity for a Guest Services Specialist to join our team! Our Guest Services Specialists provide the highest level of service and exhibit A&B's high standards of excellence to all our internal and external clients. The Guest Services Specialist should have work experience in administrative skills and general office operations. Under direction of the Office Administrator, the Guest Services Specialist will efficiently coordinate all services related to visitor experience, Firm business calls, internal reservation system, food & beverage amenities, and emergency medical response by being professional, caring, resourceful and motivated.

A Guest Services Specialist is a good steward of the Firm’s TOP ECHELON service culture which the Firm relies on to deliver the highest value to our clients. TOP ECHELON is a distinguishable brand of service that extends beyond the norm and empowers us to exceed internal and external client expectations. The required office hours for this position are 8:00 am – 4:30 pm daily.

ESSENTIAL DUTIES

• Greet and receive customers in a consistently warm and sincere manner incorporating key hospitality concepts to ensure a memorable and professional experience for all guests.
• Provide responsive, personalized telephone service to all Firm business calls in a calm, friendly, and caring manner.
• Extensive knowledge of firm’s telephone system, reservation system, and office buildings visitor management / guest badging system.
• Serve as client liaison between other departments and personnel within the firm and building operations to address client requests/needs quickly and efficiently.
• Provide services for meetings and events in reservation system to include room set-up, food & beverage, staffing and furniture inventory.
• Act as visiting attorney’s concierge by submitting and communicating Red Carpet requests, providing access card distribution and tracking, security clearance, floor maps, office resources and general directions in the local area.
• Coordinate and distribute daily vitals information via email for which attorneys, staff, and internal visitors can rely on for office information.
• Coordinate office facilities and maintenance requests.

• Maintain breakroom supplies and equipment for in office.
• Provide general administrative support to Office Administrator and attorneys such as processing invoices, receipts, internal office moves access card management, and hire departure assistance etc.

• Serve as a resource for inquiries about the Firm.
• Serve as a liaison between First Responders and Firm Medical Response Team for emergency medical calls.
• Working knowledge of basic technology equipment functionality in conference rooms/floors.
• Ensure food safety practices are being followed in accordance with the California Department of Public Health for all meetings and events.
• Ability to provide overtime support as the business needs require, sometimes with little notice.
• Perform other related duties as assigned.

SKILLS NEEDED TO BE SUCCESSFUL

Organizational and Task Management

• Ability to organize work in a manner that facilitates timely and efficient completion of assigned tasks.
• Ability to discern and reconcile competing priorities, manage multiple tasks or assignments, and complete assignments within established deadlines.
• Ability to learn rapidly and adapt quickly to changing situations with minimal planning/information.
• Ability to maintain required ServSafe Certification(s) and ServSafe Alcohol associated with food and alcohol service.
• Proficiency with firm issued mobile device, to be utilized during workday and on person, always functioning while in office. 
• Ability to resolve issues quickly and efficiently without disrupting client progress.

Communication and Listening Skills

• Strong command of the English language, both verbal and written.
• Ability to communicate Firm, Administrative Support Services, and Conference Center Standards outlined in the Firm Manual and ABnet Private Site to colleagues, clients and other individuals.
• Ability to effectively utilize verbal and written communication with colleagues, clients, and other individuals.
• Ability to convey information clearly and accurately in a professional and respectful tone with colleagues, clients, and others.

Performance Standards

• Brand Image – Maintain a positive perspective about Alston & Bird, your work responsibilities, and the competencies of the Conference Services department in both good and challenging times.
• Space Standards – Maintain and follow all operational standards associated with but not limited to Conference Rooms, Breakrooms, Red Carpet Service, Touchdown Rooms, Telephone Rooms, Visiting Attorney Offices, Common Areas and Conference Center.
• Event Service Standards – Understand and execute Alston & Bird Event Service Standards for dinner service and receptions outlined on the ABNet Private Site.

EDUCATION AND EXPERIENCE

• Previous experience of 5 or more years in the hospitality industry.
• Proficiency in Microsoft Outlook and Microsoft Teams is necessary.
• Proficiency in Microsoft Word and Excel is necessary.
• Excellent written and oral communication skills.
• Positive interpersonal and customer service skills.
• Basic experience with audio visual equipment.
• ServSafe Manager and ServSafe Alcohol certifications in accordance with state law
• High school diploma or GED equivalent required. B.A. or Associates degree preferred.

PHYSICAL EFFORT

• Substantial movements of the wrists, hands, fingers and legs.
• Reaching above head, crouching and kneeling to gain access to food and bar supplies and equipment.
• Ability to remain standing and walk around during normal work shift for about six or seven hours each day.
• Ability to walk up and down stairs if necessary.
• Ability to push catering carts loaded with chafing dishes filled with food, china, glassware, silverware, flowers, or bar supplies weighing about 50-60 lbs.
• Ability to lift chafing dishes filled with food weighing about 30 lbs. or boxes of wine and alcoholic beverages and subsequently to lift them 40” high to set them on buffets or bars.
• Talking - expressing or exchanging ideas by means of spoken word.  Ability to convey detailed or important spoken instructions to other workers accurately.
• Hearing - ability to receive detailed information through oral communication.

The salary range for this position in California is $55,000-$70,000 and represents the firm’s good faith minimum and maximum range for this role at the time of posting. The actual salary offered will be dependent on various factors, including but not limited to, the candidate's experience, education, relevant certifications, geographic location, market demands, and specific business needs. Generally, candidates are considered for the higher end of the salary range when they bring the requisite level of experience and expertise to the role.

EQUAL OPPORTUNITY EMPLOYER

Alston & Bird LLP is an Equal Opportunity Employer does not discriminate on the bases of any status protected under federal, state, or local law. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status or disability in relation to our recruiting, hiring, and promoting practices.

The statements contained in this position description are not necessarily all-inclusive, additional duties and responsibilities may be assigned, and requirements may vary from time to time.

Professional business references and a background screening will be required for all final applicants selected for a position.

If you need assistance or an accommodation due to a disability you may contact garett.bechdolt@alston.com.

Alston & Bird is not currently accepting resumes from agencies for this position. If you are a recruiter, search firm, or employment agency, you will not be compensated in any way for your referral of a candidate even if Alston & Bird hires the candidate. 

Salary : $55,000 - $70,000