CONFERENCE CENTER GUEST SERVICES AGENT

Job Summary

Key Responsibilities:

• Properly greet and handle visitors with a smile and maintaining eye contact through the entire interaction. Following established procedures regarding both expected and unexpected arrivals, coordinating with in-house security as appropriate. Addressing guests and clients by name whenever possible.
• Answering external and internal phone calls in a friendly, professional manner, taking messages with accuracy, and appropriately handling or transferring any requests. Proper telephone techniques include always putting a smile in one’s voice and enhancing personalization by using names.
• Implementing established security policies and procedures regarding arriving and departing visitors, contractors, delivery persons, etc.
• 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 Hospitality signature look.
• Maintaining the attractive, neat appearance of the reception area, ensuring any periodicals, furniture, and other items are in order.
• Fulfill phone, email and in-person requests for conference space utilizing the reservation system (EMS), assisting with reservations of more complex meetings (catering, video conference, data collaboration, etc.).
• Sending initial confirmations in connection with bookings and following up at specified intervals prior to the event to confirm the status of the meeting, the accuracy of participant counts, the need for special AV, catering, etc.
• Assist coordinator team with large events that may have many external guests. 
• Troubleshooting a wide variety of requests and situations, both for guests and for members.
• Prepare and submit accurate daily reports to appropriate recipients.
• Participate in daily, weekly, and monthly meetings. 
• Print and post weekly schedules in back offices.
• Send out the Daily Schedule for the Daily Meeting.

Conference Center Responsibilities:

• Greet and direct and / or lead clients to designated meeting room. 
• Conduct overall room appearance site inspection and submit tickets to Facilities Management to maintain conference center appearance.
• Work closely with Conference Center team (Coordinators, Conference Aides, Catering, Audio/Visual) on overall execution of events. (i.e. notifying event coordinators of catering arrival, assisting with guest registration for large events, assisting with large room flips etc.)
• Handling on-floor conference room activities, both visually and by means of the reservations system, being aware of meeting start / end times, attendees in the room, food and beverage orders, etc. Advising the appropriate team members of changes in meeting room status, special requests, etc.
• Assist in conference room readiness inspections to determine the room is equipped with proper event materials such as pads, pencils, event handouts, sign-in sheets, etc.
• Manage and maintain any training and meeting materials in the conference center.
• Minor booking of events into EMS and following protocol for email confirmation and internal correspondence.

Preferred Qualifications:

• 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, prioritizing tasks and juggling 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 and team focused approach, with a mindset to take ownership and responsibility within and outside one’s job domain when needed.
• Two to three years’ experience in a customer service/reception position within a hospitality or corporate environment.