Guest Services Associate

Job Title

Guest Services Associate

Job Description Summary

The primary function of the Guest Services Associate is to provide exemplary customer service to all One Liberty Place guests and tenants while supporting the Experience Manager and building management team. The Guest Services Associate position posts at the Lobby Visitor Management Desk in the Main Lobby and the Tenant Lounge and Conference Suites on the 3rd Floor. While posted at the Visitor Desk, the Guest Services Associate will greet all tenants and visitors, provide courteous and efficient service in registering all visitors, and encompass their role as the first very impression of the building. While positioned in the Tenant Lounge and Conference Suites, the Guest Services Associate will assist in arranging events, meetings, services, gifts and reservations as well as Guest Services errands for the tenants.

Job Description

KEY COMPETENCIES

• Outstanding customer service and excellent interpersonal and communication skills
• Knowledge of Philadelphia’s cultural, dining, and entertainment venues, and ability to match client desires to the appropriate venue
• Able to multi-task in a fast-paced environment, accommodating and communicating to a broad range of clientele with varied needs
• Able to think quickly and efficiently when confronted with a client request
• Motivated self-starter and creative problem-solver
• Equipped with a “How can I help?” attitude
• Strong organizational skills and ability to multi-task
• Proactive and approachable
• Professional demeanor and appearance
• Takes initiative and anticipates needs of others
• Commitment to company values
• Computer literacy, specifically MS Office applications and Internet
• Self-starter, motivated, takes initiative, and anticipates needs of others
• Always provide a hospitality experience and have a cheerful personality
• Basic IT knowledge as well as the ability to assist with audio and visual displays
• Computer literacy, specifically MS Office applications and Internet

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Assists in the management of the Conference Suites and Tenant Lounge:
  • Coordinates with meeting planners and tenants by planning, coordinating and executing tenant community events.
  • Partners with building management team and building staff for notifications, logistics, security, authorization and proper insurance for vendors, etc.
  • Participates in Tenant Appreciation Program that includes appreciation events, tenant anniversaries and lease renewals, thank you cards and gift delivery
  • Helps with relative content for the tenant experience app, using business knowledge of the Philadelphia CBD and actively seeks to grow adoption through marketing initiatives
  • Responsible for the serving of alcohol to tenants – follows limitations or restrictions regarding service. Works with the Director of Security and Designee for all issues regarding illegal or irresponsible consumption of alcohol by tenants or guests.
• Supports the Experience Manager in the following capacity:
  • Scheduling and maintaining calendar, obtaining all pertinent meeting details
  • Coordinates arrangement and set-up for Conference Center, including coordinating and room set-up, catering and Audio Visual equipment
  • Promotes the overall maintenance, safety and cleanliness of the facility as well as the functionality of all equipment and appliances while on shift
  • Instrumental in the sales and marketing of the conference center, including promotions and promotional materials and maintains the CRM Database
  • Utilizes the Resource Scheduler Operations System and Tenant Experience app to assist in scheduling the use of conference spaces
• Assists with the Guest Services program and responsible for the off-site Guest Services
  • Stays current on knowledge of local events and cultural attractions
  • Canvases surrounding retail establishments and reports to Experience Manager
  • Responds to in-person, phone and email requests from tenants
  • Coordinates tickets to concerts, theme parks, movie theaters and other venues
  • Coordinates the ordering and delivering of balloon and floral arrangements, in addition to corporate and gift baskets, as requested by tenants and building management
  • Performs deliveries and services when directed by Experience Manager
  • Helps create guides for One Liberty Place’s tenants and guests – restaurant locations, shows, maps, etc., secures restaurant reservations, arranges limousine and car services
• Completes required administrative tasks
  • Able to handle tenant requests
  • Assists in the maintenance of the Conference Suites and Tenant Lounge
• Performs daily closing duties of the Conference Suites and Tenant Lounge. Please refer to the Opening and Closing duties. Some of the closing duties may include but are not limited to:
  • Check that the facility is in order and make sure it is secured
  • Help Prepare the Self-Serve Bar as needed the night before:
    • Cut up produce and garnishes
    • Clean up coffee machines
    • Clean and put away infused water dispenser, glassware and other supplies
    • Check inventory and supply levels for the next day

• Responsible for the Visitor Management Systems and Procedures at the lobby reception desk and oversees all functions of the Visitor Management Desk responsibilities:

• Courteously and professionally greets all tenants, employees and guests of ONE Liberty Place
• Accountable for the building’s Visitor Management System, Passage Point, and to update and enforce the No Admittance List
• Signs in and provides visitor badges to all authorized visitors according to the policies, rules, and regulations
• Contacts tenants in a courteous and professional manner when a guest is not pre-registered or if the guest states that their arrival is unexpected
• Kindly refuse guests if the tenant reports they are not allowed to their office
• If the visitor does not have proper identification or the guest is on the Building “No Admittance” List, the guest must be escorted upstairs by a tenant representative
• This post must never be unstaffed. Breaks and Lunches will be covered by the Associate Conference Lounge Guest Services.

• Reports to the Director of Security or Security Supervisor on staff of any events or issues that threaten the safety of the building
• Responsible for visitor and guest coordination of all special tenant events, registration and access of VIP guests and visitors, which may include printing of pre-approved badges, assisting with table set up, maintaining an accurate guest list, etc.
• Answers any tenant phone calls and provides guidance/ information as requested
• Escort validated tenant visitors to the correct elevator bank if capable and necessary
• Assist the Security Console Desk in the following capacity:

• Review and sign off on Tenant’s Property Removal Passes

• Other duties as assigned and/or requested

IMPORTANT EDUCATION

• Highschool Education or GED Equivalent
• At least five years of experience in hospitality or high-end customer service-related field.

EXPECTATIONS

• Be very knowledgeable of the surrounding area and be able to provide building and local area information
• Obtain a RAMP (Responsible Alcohol Management Program) Certification
• Complete VMS, CCure, Work Order system training
• Adhere to “Best Impressions” standards (no cell phones, clear desks, no food, no gum chewing, greet everyone with a smile)
• Be professionally attired at all times to ensure that serve as representational at all times and to corporate standards with professional name tags

Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, email HRServices@cushwake.com or HRServices@cwservices.com. All inquiries not related to accommodations will go unanswered.