Concierge Lead

Overview

Williams Lea by RRD is a global business support services company with a strong legacy—over 200 years of experience delivering world-class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world—especially within legal, financial, and professional services industries.

We are a people-powered organization with a presence in North America, the UK, Europe, and Asia Pacific. We have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it’s supporting law firms with critical document production or helping financial institutions manage high-volume print and digital communications, we are the behind-the-scenes team making everything run smoothly.

Shift: Monday - Friday 7:30 am-4:30 pm

Williams Lea is hiring for a Reservations & Concierge Lead!

First impressions are everything, and those impressions reflect our core principles and values.

The Reservations & Concierge Lead is focused on building and developing our team of brand Ambassadors at both front of house and within reservations. The role involves a strong focus on direct supervision of our client facing teams and a hands-on approach to supporting these environments.

The ideal candidate possesses a positive attitude, collaborative management style and is laser focused on delivering exceptional client service.

In fact, you re passionate about client service and possess an acute attention to detail.

Your role is to provide an integrated visitor experience treating all visitors like VIPs and projecting the brand of the firm.

This is an ideal position for someone who has experience in the luxury hotel world.

• Provide hands on leadership support for Reservations & Concierge team.
• Identify problems and issues at the earliest possible moment and solve them.
• Monitor performance of staff, provide feedback, coaching and training as required.
• Manage team scheduling, holiday, working hours and other admin related issues.
• Must have excellent organizational skills and attention to detail.
• Must be able to meet deadlines and complete all projects in a timely manner.
• Able to make independent decisions that conform to business needs and policy.
• Good problem-solving skills, with the ability and understanding of when to escalate a problem to a management level.
• Good written and verbal communication skills.
• Must work well in a team environment.
• Ability to work in a fast-paced environment.
• Professional telephone demeanor.
• Must be self-motivated with positive can-do attitude.
• Proven customer service skills are required to create, maintain and enhance client service relationships.
• Must be able to communicate and interact effectively with multi-functional and diverse backgrounds.

Education

• Bachelor s degree or equivalent experience
• Minimum (5) years Reservations/ Concierge experience

Experience

• Previous client service experience essential
• Corporate Meeting room booking experience desirable
• Hospitality & Events experience essential
• Excellent written and oral Communication skills required
• Positive interpersonal skills required
• Excellent computer and typing skills required, Excel and word proficiency required
• Excellent listening and comprehension skills required
• Expected to work with guests and visitors to ensure superior satisfaction
• Will be required to take initiative and get creative in resolving guest challenges.

The salary range for this role at the noted RRD location is $27.88 - $29.00 / hour. Starting pay decisions are determined based on multiple factors including but not limited to relevant education, qualifications, skills, experience, certifications, proficiency, performance, shift, location, and other business needs. Typically, roles follow step progressions to a target rate or set increments over time. Depending on the role, in addition to the hourly rate of pay, the total compensation package may also include overtime, shift differential, call-in, and/or stand-by pay.

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

It is the policy of Williams Lea to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Williams Lea is a drug-free workplace and performs pre-employment substance abuse testing.

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All employment offers are contingent upon the successful completion of both a…