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Guest Services Supervisor

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Job ID: 5272

Updated: Jan 24, 2020

Location: Chicago, IL, United States

Category: Facilities/Office Services


About Kirkland & Ellis

Kirkland & Ellis LLP is a preeminent, full-service law firm with offices around the world and a staff as diverse as the practice areas we support. Our clients range from Fortune 100 companies to medium and small corporations, financial institutions, and private equity firms.  Known for our commitment to excellence, Kirkland strives to provide superior service to our clients as well as our fellow employees. From Information Technology to Human Resources, Paralegal Services to Business Development, Kirkland offers non-attorney professionals challenging careers in a variety of functional areas. Whether starting or growing your career, Kirkland can offer a performance-driven culture filled with bright and innovative teams of co-workers.

Essential Job Functions

The Guest Services Supervisor oversees the daily operations of the Chicago Guest Services Representative department and staff.  This position works closely with the Chicago Conference Center, Catering, Facilities, and General Services staff, in support of the business needs of attorneys, clients and visitors to the Firm. The Guest Services Supervisor will be expected to manage all logistical, technical and workflow issues that may arise during daily operations to ensure the highest and most efficient end-user experience.  Additionally, this position will develop standard operational protocols and best practices for the Guest Services Representative department and solicit and analyze customer satisfaction level and present findings and proposed suggestions for improvement to management.

The incumbent must be able to work as a team member, manage multiple tasks simultaneously, be well organized with an attention to detail, have exceptional customer service orientation, problem solving skills, work extremely well under pressure, be flexible, and above all, be empathetic to the needs and concerns of our attorneys, clients, visitors, and end-users.  A willingness to take responsibility for outcomes of subordinates and develop people with both rewards and discipline as needed is required.

  • Manage all logistical, technical or public relations issues that may arise during daily operations, including, but not limited to, training, database research, resolving end-user complaints, conflicts in schedules, vendor inquiries, and ensuring highest and most efficient customer experience.
  • Develop information database, standard best practices, and protocols for answering and directing calls, reception desk duties, including greetings, coverage, scheduling, additional services and personnel and concierge activities for guests.
  • Manage the Guest Services Representative department’s physical space for cleanliness and readiness.  Coordinate with Office Services, IT Hardware and Mailroom regarding end-user requests
  • Ensure accuracy of data within the Guest Services Representative database and train staff on use of the system.
  • Provide management with regular reports on service level quality and recommendations for department enhancements.
  • Develop, train and supervise assigned staff; assign work schedules, and conduct annual review and goal setting processes.
  • Learn, develop and apply the desired scope of services for Guest Services Representative operations.  Provide appropriate level of diplomacy when services requested are deemed out of scope.
  • Strong aptitude to learn various software programs and databases.
  • Present a professional appearance through appropriate dress, written product, voice messages and demeanor.
  • Demonstrates excellent punctuality and attendance.
  • Ability to spend extended time on the telephone with a headset
  • Ability to lift or push carts of up to 40 pounds.
  • Other duties as assigned.

Qualifications & Requirements

The ideal candidate will have a minimum of five years of management/supervisor experience in front-line customer service, preferably in a hospitality or conference center facility or in the facilities management industry.  The candidate must also demonstrate clear and concise verbal skills.   High school diploma with an additional two years of continuing education is required.  Daily hours of operation for this position are M - F, 8:00 a.m. to 5:00 p.m., with additional hours during periodic evening and weekend special event coverage as needed.

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 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.