Guest Services Specialist

THE FIRM

As a leading international law firm, we are dedicated to excellence through impactful communication, collaboration, and community involvement. Our company culture has earned us one of the "100 Best Companies to Work For" for 27 consecutive years. This honor, along with many others, highlights our commitment to innovation and professional development. At Alston & Bird LLP, our foundation is made of trust, reliability, and compassion.

JOB DESCRIPTION

Under direction of the Guest Services Manager, efficiently manage and coordinate all services related to visitor experience, firm business calls, reservation management, Atlanta Daily Vitals and Red Carpet Service by being professional, caring, resourceful and motivated. An Alston & Bird Guest Services Specialist is proactive in anticipating clients’ needs and responds promptly to the requests of customers by aligning services to the customers’ needs and schedules. This position operates out of our office in Atlanta GA.  

A Guest Services Specialist is a good steward of the Firm’s TOP ECHELON service culture which the Firm relies on to deliver world class service to our clients, guests, business partners, attorneys, and administrative staff. TOP ECHELON is a distinguishable brand of service that extends beyond the norm and empowers us to exceed internal and external customer expectations.

ESSENTIAL DUTIES

• Key member of the firm’s Global Reservations team

• Operate Firm’s telephone, reservation, and visitor management systems.

• Greet clients and guests with a calm, courteous, and professional demeanor

• Deliver responsive, personalized telephone service for all business calls, providing information about the Firm and its practice areas as needed.

• Compose and distribute the daily Atlanta Office Vitals email highlighting visitors, and upcoming events.

• Serve as a resource for Conference Room Space Policy; process intake forms and coordinate approvals with ATL administration.

• Confirm meeting details, including guest registration, meals, technology needs, and room setup.

• Act as concierge for visiting attorneys: manage Red Carpet requests, access cards, floor maps, office resources, and local directions.

• Process guest identification and escort visitors per ISO policies.

• Liaise between clients and internal departments to address requests promptly.

• Coordinate with First Responders and Firm Medical Response Team for emergencies.

• Maintain a client-ready reception area.

• Provide overtime support as needed, sometimes on short notice.

• Creates a positive first impression as the initial point of contact for the ATL office, embodying a polished, professional presence in alignment with firm policy.

• Perform other duties as assigned.

SKILLS NEEDED TO BE SUCCESSFUL

EDUCATION AND EXPERIENCE

• Intermediate knowledge of Microsoft suite, event/space management systems (preference given to candidates with experience using Korbyt) and field-based data entry systems

• Previous experience of 5 or more years in customer service or a front desk position at a professional service establishment

• Highly adept at learning new IT systems and acting as a trusted subject matter expert within them

• High School diploma or equivalent, with preference to advanced degrees.

ORGANIZATIONAL AND TASK MANAGEMENT

• Ability to organize work in a manner that facilitates timely and efficient completion of tasks

• Ability to learn and adapt quickly to changing situations with minimal planning/information

• Ability to develop proficiencies with firm approved technology to include application support, data analysis (reports), and troubleshooting

• Ability to resolve issues quickly and efficiently 

COMMUNICATION AND LISTENING SKILLS

• Strong command of the English language, both verbal and written. Additional languages are a plus

• Ability to effectively utilize verbal and written communication

• Ability to clearly and accurately convey information in a professional and respectful tone with colleagues, clients, and others

• Ability to share ideas, feedback, and opinions in a constructive and professional manner

• Ability to listen and be open to learning from other people’s advice and observations

PERFORMANCE STANDARDS

• Promote a positive attitude about the Firm, your work responsibilities, and the competencies of our department

• Understand and execute Firm Guest Services Specialist Service Standards outlined on the ABNet Private Site

PHYSICAL EFFORT

EQUAL OPPORTUNITY EMPLOYER

Alston & Bird LLP is an Equal Opportunity Employer does not discriminate on the bases of any status protected under federal, state, or local law. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status or disability in relation to our recruiting, hiring, and promoting practices.

The statements contained in this position description are not necessarily all-inclusive, additional duties and responsibilities may be assigned, and requirements may vary from time to time.

Professional business references and a background screening will be required for all final applicants selected for a position.

If you need assistance or an accommodation due to a disability you may contact donavan.mclean@alston.com.

Alston & Bird is not currently accepting resumes from agencies for this position. If you are a recruiter, search firm, or employment agency, you will not be compensated in any way for your referral of a candidate even if Alston & Bird hires the candidate.