Assistant, Guest Services

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Assistant, Guest Services

Operations

Position Summary

The Guest Services Assistant is responsible for managing a wide range of administrative tasks under a single role, spanning responsibilities under Switchboard, Business Administration, Room Reservation, Risk Management, Facilities, and Visitor Support. They work with the global teams from the Firm’s 46 offices across the AsiaPac, Americas, and EMEA regions. The work is primarily conducted through the Firm’s proprietary tools, and via calls and email management.

The Office Operations Team is structured to collaborate and work as a unit alongside the Firm’s Office Operations key contacts across all global offices to provide a high quality, client service experience. The Assistant should demonstrate flexibility by actively seeking to improve working processes, anticipate needs and take action accordingly with the guidance of his/her immediate leader.

The following are the primary responsibilities for each line of business under Guest Services and Office Administation that the Guest Services Assistant is expected to learn and perform as a key member of the team.

Services

Facilities

• Monitor email system and ensure to address and/or respond to end users in a timely manner
• Efficiently assist end-users following end-to-end processes for facilities requests, room moves, maintenance and all other facilities projects required by the stakeholders
• Log tickets through iOffice and simultaneously coordinate with service counterparts
• Follow through on requests and extend further assistance where needed through proper monitoring of communication
• Generate recurring service reports from iOffice, and Kastle, and ensure seamless handover of tasks across all counterparts

Switchboard

• Operate multi-line telephones using the Arc Console in order to address/relay incoming, outgoing and intra-system calls; and direct them to the appropriate parties and employees
• Record oral information from callers and communicate these accordingly to the concerned parties
• Properly handle threatening, harassing or fraudulent calls as needed
• Conduct routine test calls ensuring proper call routing
• Properly respond to escalated issues and analyze root causes
• Manage shared calendars to ensure coverage needs are monitored and seen through
• Generate recurring service reports and ensure seamless handover of tasks across all shifts

Business Administration

• Manage shared mailbox and ensure to address and/or respond to end users in a timely manner
• Assist callers with concerns related to print requests, courier services, coverage needs and general administrative requests
• Prioritize, manage multiple requests and communicate the status and progress of assignments in a timely manner

• Follow through on requests and extend further assistance where needed through proper monitoring of communication
• Generate recurring service reports and ensure seamless handover of tasks across all shifts

Room Reservation

• Manage multiple mailboxes and ensure to address and/or respond to end users in a timely manner
• Assist multiple end-users simultaneously and ensure that all room requirements and needs are logged
• Manage the room reservation system
• Generate recurring service reports and ensure seamless handover of tasks across all shifts

Risk Management

• Monitor email system and ensure to email updates are escalated accordingly and in a timely manner
• Track and tag International SOS and management of Business Continuity n the Cloud (BCIC) and AlertMedia
• Consistently update the project files
• Manage completion of Business Continuity Plans across all Firm offices
• Generate recurring service reports and ensure seamless handover of tasks across all shifts

Visitor Support

• Monitor shared mailbox and ensure to address and/or respond to end users in a timely manner
• Manage hotel reservations for and/or on behalf of the incoming traveler and provide recommendations where needed
• Arrange vehicle support and security detail through close coordination with Manila Internal Services
• Manage calendar markers, Welcome Emails and feedback survey in a timely manner
• Assist traveler and/or Practice Assistant for all other travel needs and queries
• Generate recurring service reports and ensure seamless handover of tasks across all shifts

The following are the overall responsibilities that the Guest Services Assistant is expected to perform.

Administrative

• Report to and take direction from the department’s corresponding leadership team
• Coordinate with various global points of contact and internal clients to accommodate and fulfill requests and queries
• Generate reports and analysis and provide recommendations where needed
• Consistently track daily productivity

• Show excellent attention to detail and have a thorough knowledge of department and Firm procedures and resources, and uphold and utilize these
• Participate in departmental initiatives related to training, quality, reports, and overall administration, business development, resources / processes, and community
• Participate in annual goal setting with Team Leader with the objective of meeting or exceeding yearly goals, and seeking managerial guidance and support as necessary

Communication

• Effectively manage conversations with internal clients through emphatic listening
• Understand the primary needs of end users and offer recommendations

Technical

• Conduct routine test calls ensuring proper call routing
• Escalate and respond to technical issues and service challenges
• Demonstrate proficiency in the use of the Firm’s software programs including but not limited to Microsoft Applications (Outlook, Word, Excel, PowerPoint), Cisco Telephone System, Intranet Navigation, and the use of office equipment such as PDF Scanners, copiers, and video conferencing units
• Must be flexible and can adapt to change in workflow requests

Relationship Management

• Use good judgment at all times; ask follow up questions if instructions are unclear, efficiently communicate feedback, concerns, issues and workarounds
• Ensure all restricted information, matters, issues, and personal effects of all principals are treated with utmost confidentiality
• Enable good working relationships with internal departments, by properly coordinating requests with necessary teams and solving incidents in a timely manner

Service Certification Requirement

The Guest Services Assistant is required to pass the service certification to equip them with the necessary skills and tools to perform their assigned tasks. Necessary support will be provided during this period. Failure to pass the Service certification process will result in failure to meet standards of work quality and performance, hence, the probationary employment will be terminated.

Qualifications

A Guest Services Assistant is responsible in ensuring that his/her skill set is up to date and that he/she maintains a level of familiarity with the Firm’s departments, key personnel, internal systems and procedures. This ensures that he/she is able to carry out his/her role effectively and, where appropriate, discuss any training requirements with the Team Leader.

Immediate requirements include:

• Bachelor's degree
• Relevant work experience is necessary
• Excellent written and oral communication skills
• Excellent interpersonal skills with the ability to balance being an individual contributor and a team player
• Pleasant voice and professional demeanor in order to communicate with a group of attorneys, clients, vendors, and staff and give a positive impression on the Firm
• Has the ability to communicate by telephone and/or mail and provide information with substance, courtesy and tact
• Excellent customer service skills
• Must be flexible to work with shifting schedules, on weekends, holidays, and irregular hours on occasion and/or more than 35 hours per week to perform the essential duties of the role
• Basic Microsoft Applications (Outlook, Excel, Word, PowerPoint)

Location and Reporting

• This position is based in Manila and reports to the Guest Services & Office Administration Manager.

This role reports to

Equal Opportunities

White & Case is committed to creating a fair workplace. It is our Firm’s policy to recruit, employ, train, compensate, and promote without regard to race, religion, creed, national origin, age, gender, sexual orientation, marital status, military or veteran status, disability, genetic information, or any other category protected by applicable law.
 
If you require assistance and/or adjustment to participate in our application and/or interview process, please email us. We will be happy to work with you.

The Firm may modify and amend any job description at any time in its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.

Note to Recruitment Agencies

Our internal Recruitment team manages all aspects of lateral hiring. All agencies must have signed terms of business—specific to the relevant office—before submitting any candidates. CVs or applications sent directly to White & Case partners or employees will also not be considered formal introductions. If you have questions, please contact the relevant Recruitment team. We work with our preferred suppliers when engaging agencies.