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Guest Services Supervisor

Job ID: 6812

Updated: Sep 6, 2022

Location: Chicago, IL, United States

Category: Facilities/Office Services

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About Kirkland & Ellis

At Kirkland & Ellis, we are united in our ambition and drive to move forward. We share core values that help us achieve excellence: collaboration, talent empowerment, service, inclusion, respect and gratitude. Our people are our greatest asset, and we invest in the brightest talent and encourage a diversity of perspectives and strengths to create dynamic teams that operate at the pinnacle of their field. Our talented professionals show up every day knowing they will engage in meaningful work, continuous learning and professional development.

As one of the world’s leading law firms, we serve a broad range of clients with market-leading practices in private equity, M&A and other complex corporate transactions; investment fund formation and management; restructurings; high-stakes litigation and trials; and government, regulatory and internal investigations. We handle the most complicated and sophisticated legal matters because we don’t just meet industry standards, we create them. We bring innovation and entrepreneurialism to every engagement and, as a result, have long-standing client relationships with leading global corporations and financial sponsors. With 6,500 employees (including 3,000+ lawyers) operating from 18 offices across the United States, Europe and Asia, we are one of the largest law firms in the world and a top financial performer.

Essential Job Functions

The Guest Services Supervisor will provide support to the Guest Services Department and Guest Services Manager.  This role is responsible for ensuring the successful daily operations of the conference center and phone operations.

In collaboration with the Guest Services Manager and Hospitality Manager, this position will work closely with Catering, Conference Technology, Hardware and Facilities. The Guest Services Supervisor is responsible for maintaining a seamless guest experience and operating standards for the conference center and main phone line operations, manage all meeting room reservations, ensuring requests are met in a timely and accurate manner and resolving conference room related scheduling challenges. 

Essential Job Functions:

Manage and ensure exceptional customer service is provided by the Guest Services Representatives to all attorneys, clients and visitors in the conference center.

Conduct on-boarding, trainings and manage Guest Services Representatives schedules to ensure sufficient daily coverage at all reception desks.  

Assist with answering phones, responding to e-mail requests and greeting guests at the reception desk based on staffing needs.

Oversee the scheduled daily meetings and visitor offices to ensure that all information is accurate and communicated properly to all participating departments to ensure that every meeting runs seamlessly.

Interface with Catering, Conference Technology, Facilities, General Services, Secretarial Services and other service departments to guarantee preparedness of the conference center for all meeting needs.

Collaborate with Guest Services Manager and Hospitality Manager on creating and implementing standard operating procedures for reception desks, catering and phone operations.

Arrange for all catering needs by acting as a liaison between foodservice staff and the client, making the reservation to ensure proper meals have been arranged at the correct delivery times and charges are allocated properly.  Educate requesters on catering menu options/pricing and any requests for rented linen, floral, décor, furniture and entertainment.

Add guest names to building security website or coordinate expedited security to allow a smooth arrival to the building for outside guests. 

Be the single point of contact for all calls - act as the information ’hub’ of the office, knowing where to transfer people and what departments can help service each request.

Address and troubleshoot any service challenges should they arise.

Oversee physical inspections of the conference rooms daily for appearance and preparedness.

Prepare and monitor room reservation reports daily.

Maintain profiles and lessons learned on all meetings.

Follow up prior to the meeting to make sure all details have been properly communicated and executed.

With the Guest Services team, review weekly and monthly meeting and events report, effectively managing all meeting details and providing clear direction to all additional operational departments involved.

Provide accurate pricing and billing codes for the user groups and ensure meetings are billed properly.

Process invoices with preferred vendors, included but not limited to food service providers, vending service providers, outside catering companies/restaurants, florists, and linen companies.

Assistance with preparing the catering chargebacks and uploading catering charges to the appropriate GL Code/Department Budget or Client Matter.

Assist with special projects and requests as needed, directed by the Guest Services Manager.

Present a professional appearance and attitude through appropriate dress, written product, voice messages and demeanor.

Qualifications & Requirements

Must have a minimum of 3-5 years of management/supervisor experience in front-line customer service, preferably in a law firm, conference center or other fast-paced environment, the demonstrated ability to work in a fast-paced atmosphere to manage multiple competing tasks and demands, a high level of interpersonal skills to handle sensitive and confidential situations, the ability to interact and communicate with individuals at all levels of the organization, superior organizational skills, a customer service orientation, a proactive work ethic, attention to detail and flexibility to be available for evening events as needed.

Bachelor’s Degree is preferred or the equivalent combination of education and work experience is required. Proficient in the use of software, including but not limited to Microsoft Outlook, Word, Excel and Power Point.  Heavy utilization of room scheduling database, so the ability to maneuver efficiently in EMS or similar database is required.  .

How to Apply

Thank you for your interest in Kirkland & Ellis LLP.  To complete an application and submit your resume, please click "Apply Now."

Equal Employment Opportunity

All employment decisions, including the recruiting, hiring, placement, training availability, promotion, compensation, evaluation, disciplinary actions, and termination of employment (if necessary) are made without regard to the employee’s race, color, creed, religion, sex, pregnancy or childbirth, personal appearance, family responsibilities, sexual orientation or preference, gender identity, political affiliation, source of income, place of residence, national or ethnic origin, ancestry, age, marital status, military veteran status, unfavorable discharge from military service, physical or mental disability, or on any other basis prohibited by applicable law.

Closing Statement

The www.kirkland.com job postings and recruiting mailbox are for candidates only. If you are a recruiter, search firm or employment agency, and do not have a signed contract with Kirkland & Ellis LLP ("K&E") and have not been asked specifically to submit candidates, you will not be compensated in any way for your referral of a candidate even if K&E hires the candidate. Direct contact with K&E employees in an attempt to present candidates is inappropriate and will be a factor in determining any future professional relationship with the Firm.

Talemetry Abbreviated Job Desc

The Guest Services Supervisor will provide support to the Guest Services Department and Guest Services Manager.