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Guest Services Representative

Job ID: 5288

Updated: Feb 4, 2020

Location: Dallas, TX, United States

Category: Facilities/Office Services

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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

POSITION OVERVIEW

The Guest Services Representative for Kirkland & Ellis requires an individual with a superior customer service orientation and keen attention to detail. As part of a cohesive team working with international clients, this position focuses on enhancing our brand representation whether by answering phones, greeting and guiding guests through the office/conference space or in their approach to solve logistical challenges when handling office or meeting reservations as well as catering or cross departmental coordination. The selected candidate will demonstrate a high degree of cultural awareness and possesses the curiosity and ability to adapt to other cultural beliefs and norms. A positive can-do attitude that carries through all day-to-day activities is expected. A fast paced, entrepreneurial and innovative environment, we are looking for a driven individual who thrives on the prospect of enhancing the experience of our guests, effecting change and, as part of the integrated whole, contributing to the success of the firm overall.  In collaboration with the Facilities Supervisor, this position will work closely with General Services, Office Services, Conference Technology & IT Help Desk while overseeing the Reception desk and coordinating work-flow. This position will focus heavily on placing and overseeing catering orders submitted by Conference Center requests. This position will also focus heavily on Scheduling, Visiting Attorney Arrivals and Offices, and Invoicing. He or She will also need to successfully resolve conference center related scheduling conflicts and handling ad-hoc requests in a timely manner. In collaboration with the Facilities Supervisor, He or She will also develop and maintain standard operating protocols for the Conference Center and Reception. This position requires excellent problem solving skills, customer service, and flexibility.

ESSENTIAL FUNCTIONS (This list is not exhaustive and may be supplemented and changed as necessary.)

Guest Services

  • Ensure Firm’s Guest Services standards are communicated and upheld within the Conference Center/Reception Area.
  • Lead by example - As the initial point of contact for all visitors to the Dallas office, present a professional appearance and attitude through appropriate attire, written and verbal communication, voice messages, and demeanor.
  • Greet all guests, clients, and K&E personnel in a professional, friendly and hospitable manner. Escort them to the appropriate conference room, attorney’s office, or visitor office as necessary.
  • Responsible for handling all aspects of conference room and visiting office requests in line with firmwide process standards utilizing Event Management System (EMS).
  • Responsible for noting and ensuring proper coordination of all details including technology, A/V, catering, supplies and other support needs.
  • Ensure all conference center meetings are scheduled accurately and communicated properly to the departments responsible for execution in a timely manner.
  • Assign offices to visiting attorneys and clients, paying attention and noting all details including technology, secretarial assistance, and supply needs, as well as any and all other important information.
  • Arrange for all catering needs by acting as a liaison between food-service staff and the individual 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.
  • Order cars for attorneys and clients, as needed.
  • Communicate all guest names to be cleared by Building Security in an accurate and timely manner.
  • Manage the new employee badging process in coordination with HR/Facilities Supervisor, as well as manage the Visitor Badge requests and log.
  • Know what is going on in each conference room at all times and help direct callers and visitors to each.
  • Perform any other tasks that are needed by anyone who asks, whether in a conference room or visiting attorney office.
  • Review, prepare and submit all invoices for catering and conference center related activities.

Conference Center Space

  • Monitor visitor area for security and overall appearance
  • Maintains the reception area in a neat and clean manner at all times.

Administrative

  • Monitor #DA Reception and #DA Conference Center emails for all general and conference center-related requests; execute requests accordingly or redirect to appropriate individuals (#DA General Services, #DA Technology, etc.)
  • Responds to email and office correspondence in a timely manner
  • Issues parking validation by logging in system accordingly and book cabs for visitors as needed
  • Directs incoming telephone calls and messages; promptly answers telephone calls to the main console and appropriately directs callers
  • Projects a professional, cheerful and helpful telephone demeanor
  • Perform basic record keeping duties
  • Control security access functions by verifying employee identification, issuing visitor passes, and by observing and reporting any unusual or suspicious persons or activities
  • Submit maintenance and after-hours’ requests to the building as needed
  • Performs other clerical duties, as assigned

OTHER FUNCTIONS (This list is not exhaustive and may be supplemented and changed as necessary.)

  • Answer vendor inquiries and direct them to appropriate contacts and locations
  • Dispense drugs (aspirin, non-aspirin, antacids, Band-Aids, first aid cream and antiseptic spray) in appropriate situations
  • Effectively handle any last minute requests and work to solve challenging situations and when necessary, escalate any problems to the Facilities Supervisor.
  • Any other functions/duties as assigned by management.

Qualifications & Requirements

Education

High School diploma or equivalent required

Associates or Bachelor’s degree preferred

Work Experience

Two (2) years minimum related experience required

Receptionist/administrative and/or background in Hospitality or Meeting Planning is preferred

Skills

  • Outstanding written and verbal communication skills
  • Punctuality and availability for work overtime; hours are Monday-Friday from 8:30 a.m. to 5:30 p.m.; with the potential to change
  • Ability to work with minimum supervision
  • Customer service driven and positive demeanor
  • Ability to multi-task
  • Professional appearance
  • Ability to handle multiple tasks and ability to work under specific time constraints
  • Proficiency in the use of software, including, but not limited to, Microsoft Office: Word, Outlook and Excel

WORK ENVIRONMENT

  • This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

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.