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jobs description

Hourly Wage

ISS offers full-time employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program based on employment status. The hourly pay range for this position is $17.88 per hour - $18 per hour per hour...

Work Hours

The work hours for this position are Mon-Fri, 8:00 am - 5:00 pm.

Key Purpose

Serve visitors by greeting, welcoming, and directing them appropriately; notify company personnel of visitor arrival; maintains security and telecommunications system. The Reception and Guest Services person will be responsible for the delivery of Customer Service experience throughout the lobby at the customer’s location.

The guest experience begins as soon as they approach and enter the building. The atmosphere, the service and the welcome are all crucial in creating exceptional first impressions. This role will maintain a strong lobby presence and awareness and will leave all guests with a positive and lasting impression in visitor experiences and excellence.

The Reception and Guest Services person works in line with company values and create a seamless service towards all guests and colleagues visiting the facility, they will ensure that all visitors are assisted in a calm, confident, positive and proactive manner at all times.

Success Criteria
• Develop own skill base in line with agreed appraisal, taking responsibility for increased performance, and ensuring continued self-improvement
• Participate and embrace the development opportunities within group

Key Areas of Collaboration and Influence
• Support the team, and report to the Key Account Manager
• Communicate effectively with colleagues within the Business Unit and across the company so that information is disseminated effectively and participate in project groups and meetings as required

Ideal Candidate Experience
• Bachelor of Science or Bachelor of Arts degree preferred
• 2+ years of operating within a Customer Service environment providing guest hosting and/or concierge/reception services to the highest standard
• Experience working within a Corporate Environment in a concierge, host, or reception role
• IT literate including Microsoft Office application proficiency
• Must be customer focused, organized, and professional
• Must have ability to work in a team environment
• Must be able to converse with peers and Executives in a genuine, professional and confident manner
• Must possess excellent verbal communication skills
• Must possess excellent interpersonal skills
• Must be able to remain calm and effectively communicate with demanding customers

Key Accountabilities
• Welcome visitors by greeting them in person or on the telephone; answering or referring inquiries
• Provide an exceptional Customer Service experience to all colleagues and guests visiting the site
• Ensure guests are greeted courteously and their needs are anticipated at all times
• Direct visitors by maintaining employee and department directories; giving instructions
• Maintain security by following procedures; monitoring logbook; issuing visitor badges; monthly headcounts/use of space confirmations
• Ensure consistent communication with various departments to allow awareness of all VIP’s and guests arriving and leaving the building
• Maintain telecommunication system by following manufacturer's instructions for house phone and console operation, answers incoming phone inquiries
• Ensure that you are able to instantly recognize and greet key customer personnel, executives, and their guests at all times, proactively maintaining your personal knowledge of any changes throughout the executive and site management teams
• Maintain safe and clean reception area by complying with procedures, rules, and regulations
• Use operational knowledge of the Lobby and Reception to provide swift resolution to any challenges experienced by guests or colleagues, hosting guests to available check in desks where waiting times are expected to exceed the agreed SLA’s
• Maintain continuity among work teams by documenting and communicating actions, irregularities, and continuing needs
• Maintain personal awareness of all site and team procedures, embracing and implementing new procedures swiftly when received from Senior Management
• Ensure the reception desk is constantly manned and kept immaculate and tidy at all times
• Contribute to team effort by accomplishing related results as needed

Physical Demands & Work Environment
• Sitting for an extensive amount of time
• Standing for an extensive amount of time
• Must be able to work under pressure and time deadlines during peak periods
• For California employees, suitable seating is available for this position.

As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and
North Chicago IL United States


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