Guest Services Agent/Reception

Job description

The Guest Services Agent will provide a welcoming approach to all UTAS employees and visitors while efficiently managing reception areas to accommodate employee and guest needs.  The role is client facing and the Guest Services Agent will provide friendly, knowledgeable and courteous first impressions to guests and visitors while anticipating needs. 

Various duties to include: verifying identity, checking in and out any visitors and referring / escorting visitors to reception or meeting areas.  The receptionist will be responsible for answering incoming calls, directing calls, as well as general office support with a variety of clerical tasks.  The GSA will also organize/support and conduct facility tours for the client’s guests/customers in coordination with UTAS designees.  Reports to the JLL Sr Facility Manager/Regional Manager

Essential Duties and Responsibilities

·  Greet / host / provide support for guests, visitors and employees
·  Ensure IFM Human Experience services (reception, AV, foodservices, mail/ print services, conference services, fitness centers, etc.) are executed in a manner consistent with the SLA’s, standard processes, professional brand image and compliant with applicable local laws, rules and regulations. Conduct routine walkthroughs and assessments of the soft service delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to ensure flawless execution and stable service delivery for the Client
·  Answer in-coming calls
·  Answers telephones and directs the caller to the appropriate employee. Will transfer a caller to an associate’s voice mailbox when the associate is unavailable
·  Point of contact for packages/deliveries
·  Prepares packages and creates shipment labels
·  Update phone lists
·  Respond and follow through to requests for information and communicate with all levels of management with minimal supervision
·  Organizes and maintains reception / front desk areas
·  Housekeeping Duties (i.e.: pick up and display newspapers, umbrellas, coffee machine maintenance, etc.)
·  Maintain conference rooms for cleanliness / reserve conference rooms, including ordering and/or setup
·  Resolve problems associated with all building services including: janitorial, mailroom, copier services, parking, badging, and conference rooms
·  Assists with the coordination and scheduling of office/building maintenance activities
·  Works collaboratively within the facility management team
·  Anticipates and responds to Client’s needs and concerns
·  Identifies potential risks and escalate, to ensure no incident or disruption to the Client’s operations
·  Additional job duties, as requested

Supervisory Responsibilities
This job has no supervisory responsibilities—but could eventually become the supervisor to the current receptionist staff.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Must have reliable mode of transportation.

Education and/or Experience
High school diploma or general education degree (GED); or at least two years related experience and/or training; or equivalent combination of education and experience.   Hospitality industry experience preferred.

Language Skills
Ability to read and write comprehend simple instructions, short correspondence, and memos. 

Speaks clearly & articulately with active listening skills.

Microsoft Office and Other Simple Computer Programs

Ability to use Word, Outlook and Excel to prepare documents and communicate with others.  Able to use calendar / scheduling feature in Outlook and able to use a phone / switchboard.

Customer Service

Excellent customer service and relationship building skills

Interpersonal Skills

Strong organizational skills; able to manage multiple priorities.

Works well with others with strong interpersonal skills.

Flexible & adaptable; able to work independently and in a team environment.

Problem Solving

Able to identify and solve problems and react accordingly to a variety of work situations.

Makes sound decisions under time pressures.

Physical Demands
The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Work Environment
The job must be performed at the client’s Rockford, IL location.

Work Hours

7:00 – 5:00 Monday – Friday

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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at Accommodation.Reques@am.jl..com . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.