Guest Services Coordinator

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 3,500+ lawyers) operating from 19 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 role of Guest Services Coordinator at Kirkland & Ellis requires an individual who is highly focused on delivering exceptional customer service. This position plays a key role by handling tasks such as answering phones, welcoming guests, assisting them with navigating our office and conference space, and managing logistical challenges related to office and meeting reservations. The ideal candidate will demonstrate a keen understanding of cultural diversity and possess the ability to adapt to different cultural norms and beliefs. A positive and proactive attitude is essential to effectively handle day-to-day responsibilities in a fast-paced, innovative, and entrepreneurial environment. We are seeking a highly motivated and driven individual who is passionate about enhancing the guest experience and contributing to the overall success of the firm as part of our collaborative team

Duties and Responsibilities:

• Answer incoming calls and transfer them within the Firm and to outside numbers using the SDC system.
• Assign offices to visiting attorneys and clients, paying attention to all details including technology, secretarial assistance, and supply needs, as well as any other important information.
• Greet guests and walk them to the appropriate conference room, attorney’s office, or visitor office.
• Reserve meeting space using EMS conference booking software, noting all details including technology, A/V, catering, supplies, and other support needs.
• Arrange for all catering needs by acting as a liaison between food service staff and the person making the reservation to ensure proper food order, delivery time, and charges. Educate requesters on meal, snack, and beverage service types, as well as special event types and pricing for each.
• Add guest names to the building security website to allow entry to the building to outside guests. Arrange for temporary internal IDs for visiting attorneys.
• 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.
• Respond to guest requests and inquiries promptly and professionally
• Provide information about the property and local area, including dining, shopping, and entertainment options
• Assist guests with transportation arrangements and bookings for local tours and activities
• Resolve any issues or complaints that guests may have during their visit
• Follow up with guests after their stay to ensure their satisfaction and address any concerns or feedback
• Maintain accurate records of guest interactions and requests
• Work with the mailroom, including distributing mail, receiving and shipping packages, and maintaining mailroom equipment and supplies.
• Assist with administrative tasks including copy services, printing, and data entry and scanning documents.

Supervisory Responsibilities:

• Hire, train, and manage a team of front desk agents to ensure high-quality guest service
• Create and maintain schedules for front desk agents to ensure adequate coverage during peak and off-peak hours
• Conduct regular performance evaluations and provide coaching and feedback to team members to improve performance
• Set performance goals and metrics for the team to achieve guest satisfaction targets
• Lead team meetings to communicate updates, share best practices, and address issues or concerns
• Manage guest service-related complaints and conflicts with professionalism and diplomacy, escalating issues as needed to senior management
• Oversee the development and implementation of guest service policies and procedures, and ensure team members are trained on these protocols
• Maintain open and transparent communication with other departments, such as housekeeping, maintenance, and food and beverage, to ensure smooth operations and resolve any issues that may arise.

Administrative:

• Provide general administrative support to the department, including answering phones, responding to emails, and managing calendars
• Process invoices and expenses, and maintain accurate records of financial transactions
• Coordinate and schedule meetings, appointments, and events
• Assist with the preparation and distribution of legal correspondence and other documents.
• Perform other administrative tasks as needed

Hours:

• The Guest Services Coordinator position requires the ability to work Monday through Friday from 9:30 am to 5:30 pm. However, there may be occasional weekend, or morning/evening shifts required to cover events or busy periods. The candidate should have the flexibility to cover these shifts as needed.

Qualifications & Requirements

Education, Work Experience, Skills

• Bachelor’s Degree is preferred
• Minimum of 3 years prior experience in a high-paced customer service environment is required.

Technologies/Software

• Microsoft Outlook, Word, Excel, EMS Conference Room Booking, SDC phone system

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. #LI-NK1