Assistant, Guest Services

2 days ago

Manila, National Capital Region, Philippines White & Case LLP Full time ₱30,000 - ₱60,000 per year
Firm Summary

White & Case is an elite global law firm serving leading companies, financial institutions and governments worldwide. Our long history as an international firm means we are perfectly placed to help our clients resolve their most complex legal challenges wherever they may be.

With lawyers operating from more than 40 locations, working around the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market. We are distinguished by our on-the-ground presence in the world's key financial markets and our strengths in handling complex cross-border work.

It's not just about our global network of offices; it's the global interconnectedness of the Firm that our people, and our clients, value most. We work well together across geographic and practice boundaries. It's one of the reasons we attract and retain cross-border work.

Our lawyers are globally minded, enterprising, collaborative and committed to excellence. Our people represent 90 nationalities and speak 80 languages.

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.

Duties and Accountabilities 1

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
  • 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
  • At least 2 years of college education
  • Relevant work experience in a global customer service environment is necessary
Essential Job Requirements
  • At least 2 years of college education
  • Excellent written and oral communication skills
  • Basic knowledge of Microsoft Word, Outlook, Excel, PowerPoint
  • Excellent interpersonal skills with the ability to balance being an individual contributor and a team player
  • Has a positive approach to daily task management and can quickly build confidence, respect and trust with others
  • 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; 40 hours per week to perform the essential duties of the role
Location & Reporting
  • This role is based in Manila and reports to the Office Operations Manager

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