Assistant, Guest Services

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 and staff operating from more than 47 locations, working in virtually every country of 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 and shared services centers; 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.
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 Administration that the Guest Services Assistant is expected to learn and perform as a key member of the team.

Duties and Accountabilities1

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

Switchboard
a. 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
b. Record oral information from callers and communicate these accordingly to the concerned parties
c. Properly handle threatening, harassing or fraudulent calls as needed
d. Conduct routine test calls ensuring proper call routing
e. Properly respond to escalated issues and analyze root causes
f. Manage shared calendars to ensure coverage needs are monitored and seen through
g. Generate recurring service reports and ensure seamless handover of tasks across all shifts

Business Administration
a. Manage shared mailbox and ensure to address and/or respond to end users in a timely manner
b. Assist callers with concerns related to print requests, courier services, coverage needs and general administrative requests
c. Prioritize, manage multiple requests and communicate the status and progress of assignments in a timely manner
d. Follow through on requests and extend further assistance where needed through proper monitoring of communication
e. Generate recurring service reports and ensure seamless handover of tasks across all shifts

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

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

Visitor Support
a. Monitor shared mailbox and ensure to address and/or respond to end users in a timely manner
b. Manage hotel reservations for and/or on behalf of the incoming traveler and provide recommendations where needed
c. Arrange vehicle support and security detail through close coordination with Manila Internal Services
d. Manage calendar markers, Welcome Emails and feedback survey in a timely manner
e. Assist traveler and/or Practice Assistant for all other travel needs and queries
f. 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 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:

• High school diploma or its equivalent
• 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 varied 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 & Reporting

• This role is based in Manila and reports to the Office Operations Manager

  
  

1The 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.

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