Reception and Event Coordinator

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 $27.11 per hour - $33.50 per hour per hour. 

Work Hours

The work hours for this position are Mon-Fri, 10:00 am - 7:00 pm.

The Reception and Event Coordinator oversees all aspects of the space to include, booking the events, planning the events with the clients.

Serve visitors by greeting, welcoming, and directing them appropriately; notify company personnel of visitor arrival; maintains security and telecommunications system. The Reception and Event Coordinator 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 Event Coordinator 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
• Well organized with outstanding coordination and multitasking ability
• Is able to communicate up, down and across the organization to ensure success
• Knowledge of principles and processes for providing customer service; up to, and including, customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Intermediate skill level using Google applications (Gmail, docs, sheets, slides, hangouts, etc.) and Microsoft Office Suite
• Meeting room software with booking and administrative rights on updating menus
• Meeting room space management
• Strong knowledge of AV set up and oversight
• Working with local partners on events, IE, local farmers, restaurants
• Excellent verbal and written communication skills
• Reliable, responsible, dependable, and capable of fulfilling obligations and has a deep desire to anticipate, engage and satisfy customer needs Uses a systematic approach to problem-solving
• Always promotes positive guest and co-worker relationships
• Can calmly and effectively adapt to constructive feedback in high-stress environments

Key Areas of Collaboration and Influence

• Collaborates throughout the client organization with individuals who play a role in the success of the department
• Coordinate activities with other internal departments
• Participates in/leads management team meetings
• Interfaces with vendors and key service users within client organizations
• Coordinates with clients regarding inquiries for hosting high end or large/ custom events

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
• Demonstrates experience using basic computer software, previous knowledge of CaterTrax or a similar catering software and Google Suite a plus
• Can effectively communicate and relate to all levels within and outside the organization

Key Accountabilities

• Deliver consistent quality in planning of VIP and complex events
• Builds professional relationships with key site service users to instill confidence and build organizational trust
• 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 Demand & Work Environment
• Must be able to lift a minimum of 25lbs
• Come to work properly dressed according to the dress code
• Employee must be able to work under pressure and time deadlines during peak periods

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

HSEQ Compliance: All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns. 

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 educational background. We look to lead our industry by example and to positively influence the market wherever we operate.