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About the Role

The Receptionist Lead delivers exceptional customer service for clients, leading employees and directing workflow for reception and concierge services while serving as a subject matter expert and resource to the team.

Responsibilities

Ensure team provides outstanding reception and concierge service to client, while building strong customer relationships
Conduct all timekeeping and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures
Communicate with direct reports, manager and client on job or deadline issues
Immediately escalate operational problems or issues to Supervisor or Manager
Handle client concerns and be able to problem-solve resolutions in accordance with policies and procedures
Intake jobs by interpreting and understanding all manners of client request, and coordinate workflow within the team, prioritizing jobs and delegating duties to associates
Produce required reports on schedule
Assist the team in completing large or more complex jobs
Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction
Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines
Assess incoming requests selecting the best equipment and/or resources for successful completion
Make sure team follows standard operating procedures
Train new employees on policies and procedures
Ensure clients and guests are welcomed in the office lobby and serve as a daily point of contact for any employee, visitor/guest or client escalations
Ensure a seamless and personal guest journey
Escort guests to their booked meeting room within the building, informing the host of the guest’s arrival
Understand customer’s needs and provide them with 5 Star professional service
Attend to guests wishes and requirements
Answer the phone and make reservations, take and distribute messages or mail and redirect calls
Acquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations
Arrange events, excursions, transportation etc. upon request from guests
Handle external and internal calls in a professional manner
Assist hospitality with setting up rooms with beverages and food
Manage any external catering requirements from third party vendors
Book meeting rooms using Condeco and MS Outlook accurately and ensure that all AV, room layout and food and beverage requirements are noted
Continually monitor reception inbox ensuring e-mails are responded to in a timely manner

Requirements

High school diploma or equivalent
Minimum 3 years’ Concierge and/or reception experience in a customer service environment, legal or financial services industries preferred
1 year or more experience working on a reception desk for a blue-chip company within a busy office environment
Prior experience working with vendors preferred
Operational experience working at prestigious events preferred
Must possess professional presentation/appearance
Acts with integrity at all times and embraces the company philosophy
All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen

Skills

Intermediate Microsoft Office Word and Excel skills
Basic Microsoft PowerPoint skills
Outstanding guest services skills
Excellent and sophisticated communication skills, both verbal & written
Good time management skills
Good knowledge and understanding of a Cisco telephone system
Great interpersonal skills and an outgoing personality
Excellent command of the English language, both in verbal and written communication
Attention to detail with good organizational skills
Must possess passion to achieve excellent guest service consistently
Demonstrates the ability to lead others effectively
Ability to work under pressure, plan ahead and anticipate problems
Ability to meet all required deadlines
A welcoming positive manner and an understanding of what good customer service looks like
Ability to understand the needs of the client and provide customer service and superior client service
Ability to create and maintain strong relationships and channels of communication with key interfaces and the business
Knowledge of Condeco and working knowledge of A/V equipment an advantage

Experience Level

Minimum 3 years’ Concierge and/or reception experience
1 year or more experience working on a reception desk

Education Level

High school diploma or equivalent

Salary/Compensations

USD 17.88 - USD 24.28 - hourly

Benefits

medical, dental, and vision coverage
paid time off
disability insurance
401(k) with company match
life insurance and other voluntary supplemental insurance coverages
parental leave
adoption assistance
tuition assistance
employer/partner discounts

About the Company

RRD provides marketing, packaging, print, and business services to the world’s most respected brands.
The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact.
Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey.
At RRD, we value innovation, authenticity, and integrity.
To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools during interviews to ensure an authentic and secure experience.
We appreciate your cooperation as we work to maintain a transparent and equitable hiring process.

Equal Opportunity

RRD is an Equal Opportunity Employer, including disability/veterans