The Receptionist/Concierge is a highly visible, interactive, professional who coordinates with the Office Administration and Office Services teams to provide the highest level of customer service to all clients (both internal and external) and guests of the firm. The individual must thrive and take pride in this front-facing, fast-paced service role. The primary function of the Receptionist/Concierge is to be a front-line “ambassador” who plays an important strategic role in building the firm’s relationship with clients and guests. To best serve our clients, this role requires an individual who is fluent in both English and Spanish.

• The Receptionist/Concierge interacts with both internal and external clients. Interaction will include greeting clients that visit the office in-person as well as contact via telephone and email as well.  The successful candidate listens, articulates clearly and takes appropriate actions.  The Receptionist/Concierge anticipates the unexpected, asks the right questions and manages situations with poise. 
• Must meet and exceed guests’ expectations and provide superior client service which requires a professional, outgoing and welcoming personality that understands the value of first impressions, client service and dedication to creating a memorable experience for all guests. To make a great first impression, there are four “must-do’s”: (i) friendly welcome; (ii) stand to greet the client/guest; (iii) make eye contact; and (iv) smile.  
• Greet clients and guests politely by name, engaging with them, and escorting them to their meeting room and provide light administrative support as needed.
• Assist all clients and visitors and facilitate their arrivals and departures using appropriate technology and other means to provide accurate information. Notify attorneys and/or their PA’s of visitor arrivals promptly with reminders if necessary. 
• Anticipate the needs and expectations of each individual client or guest and responding to varied requests.
• Attend to concierge needs of clients/guests to include car service reservations, parking garage assistance, restaurant reservations, assist with travel needs (check airlines and print boarding passes), or other hospitality-driven services that clients or visiting attorneys might request.
• Answer and screen all incoming external and internal telephone calls in a welcoming and professional manner, communicating clearly and effectively with all callers.
• Approach others in a tactful and professional manner, react well under pressure, treat others with respect, accept responsibility for actions and follow through on commitments.
• Identify and resolve problems in a timely manner; gather and analyze information and develop alternative solutions; use reason when dealing with emotional situations; and possess the ability to manage changing circumstances quickly and calmly while being responsive to the needs of the clients and guests. 
• Possess the ability to balance team and individual responsibilities; exhibit openness to others’ viewpoints and ideas; contribute to building a positive team committed to supporting co-workers and clients/guests.
• Have an in-depth understanding about the firm, the people, and the clients.
• Inform Office Administrator of any and all facilities issues; ensure that the client reception area is kept clean and professional in appearance, and is in compliance with client confidentiality requirements.
• Serve as liaison with the building when it comes to service requests for maintenance, etc.
• Provide additional light administrative support, to include but not limited to supporting with events, name tag preparation, iPublish invitations, tracking of RSVP’s, etc. Additional administrative duties could include processing invoices via Chrome River.
• Book conference rooms and visitor offices to ensure that all necessary components for meetings (A/V, food, room configuration, and similar requirements) are provided. Coordinate with food services vendor for all client and internal meeting requests; track all data for client and internal billing purposes.
• Attend all necessary training provided by the firm as required to perform job functions.
• Maintain a flexible work schedule to change hours as necessary to accommodate events, meetings, firm holidays, weather and other types of emergencies.
• Professional appearance and strict adherence to firm’s dress code is required for this position.
• All members of the firm are encouraged to participate in our Global Responsible Business program.
• Other special projects and duties as assigned.

QUALIFICATIONS

REQUIRED SKILLS

• Strong written and verbal skills in both Spanish and English.
• Strong organizational skills and calendar management skills
• Resourceful in problem solving and meeting client and visitor needs
• Professional appearance and outgoing positive demeanor
• Ability to manage multiple tasks efficiently and effectively
• Excellent communication and interpersonal skills
• 45 wpm typing skills
• Basic knowledge of Microsoft Office suite

EDUCATION, CERTIFICATIONS, AND/OR EXPERIENCE

• Relevant hospitality and/or administrative experience with high visitor and call volume in a medium-to-large sized professional services organization preferred

Core hours are 8:30 a.m. to 5:00 p.m. with a one hour break. Must be flexible to work overtime hours as needed.   

This job description sets forth the responsibilities of this position and may be changed from time to time as shall be determined.

Hogan Lovells is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, age, national origin, disability, sexual orientation, gender identity or expression, marital status, genetic information, protected Veteran status, or other factors protected by law.

Hogan Lovells complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact our Benefits Department at [email protected].