Guest Services Specialist Onsite

Firm Information

Reed Smith is a dynamic international law firm dedicated to helping clients move their businesses forward. With an inclusive culture and innovative mindset, we deliver smarter, more creative legal services that drive better outcomes for our clients. Our deep industry knowledge, long‑standing relationships and collaborative structure make us the go‑to partner for complex disputes, transactions and regulatory matters.

Our team of 3,000 people (including more than 1,600 lawyers) across more than 30 offices in the United States, Europe, the Middle East and Asia, operate as one global partnership to drive progress for our clients, for ourselves and for our communities.

The Guest Services Specialist will team with the Guest Services staff to ensure a warm, welcoming, and professional atmosphere for clients, recruits, customers, and personnel. Located in the lobby and main reception areas, Guest Services staff are the first point of contact for visitors and are responsible for making them feel comfortable, directing them to their appointments, and meeting and assisting them during their stay.

The Guest Services Specialist will convey the highest standards of guest services and relations, and will interact closely with timekeepers, executive assistants, and other staff on coordination of client and visitor appointments, particularly when utilizing the reception, conference rooms, and on‑site dining facilities. The Specialist position is a customer‑facing role and requires an individual with strong communication skills, a great customer service attitude, and willingness to take on new projects and learn new skills.

• Create and maintain a welcoming environment by greeting and assisting all visitors and Reed Smith personnel.
• Properly greet Firm visitors and personnel with a smile and maintain eye contact through entire interaction.
• Answer telephones in a friendly, professional manner, taking accurate messages and appropriately handling or referring questions and requests. Proper telephone techniques include always putting a smile in one’s voice and enhancing personalization by using names.
• Follow established procedures with regard to both expected and unexpected arrivals.
• Become familiar with Firm clients and visitors and address by name whenever possible.
• When situated in Lobby arrival area, follow established security policies and procedures with regard to arriving and departing visitors, contractors, delivery persons, etc.
• Review conference room schedules for catering, technology, and set‑up requirements.
• Confirm room reservations and bookings.
• Prepare and maintain conference rooms for internal and external customers, to include set‑up and breakdown of catering requests.
• Clean up conference rooms after/between meetings.
• Assist with creating and distributing employee  and building access cards.
• Assist guests with light photocopying, printing, scanning, facisimile, and sending or receiving courier packages and any other such requests.
• Handle car service requests for visitors and personnel.
• Communicate requests to the appropriate internal support departments.
• Instruct couriers and people making deliveries to enter through the freight area.
• Send e‑mails to the Office Managing Partner announcing guests at the office from any of the other Reed Smith offices.
• Deliver a high level of concierge resource and services to guests, including dining recommendations and reservations, finding their temporary/visitor offices, locating amenities within the building, facilitating communication and transportation assistance, and providing community retail, neighborhood amenities, and organizational information.
• Adhere to Guest Services signature look and report to work in business attire with name badge worn properly.
• Update and maintain supply of restaurant, hotel, transportation, and entertainment guides.
• Troubleshoot a wide variety of requests and situations, both for guests and for members of the Firm.
• Perform general office administrative tasks such as creating word documents, spreadsheets, publications, and signage.
• Assume overall responsibility for all…