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Guest Services Supervisor

Job ID: 6036

Updated: Sep 29, 2021

Location: Chicago, IL, 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

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.

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 providing a seamless guest experience and service in the conference center.  Manage all meeting room reservations, ensuring requests are met in a timely and accurate manner and resolving conference room related scheduling challenges. 

The Guest Services Supervisor will focus on the customer service provided at the reception desks and will maintain standard operating procedures for the conference center while greeting and escorting outside clients, vendors and visitors to the appropriate department, floor or conference room.

 

ESSENTIAL JOB FUNCTIONS

  • Manage and ensure quality customer service is provided by the Guest Services Representatives to all attorneys, clients and visitors to the conference center.
  • Conduct training and manage Guest Services Representatives schedules to ensure sufficient daily coverage at all reception desks.
  • Coordinate with all Firm departments, attorneys, and staff to proactively schedule all visitor offices and meetings in the conference center and workrooms.
  • Interface with catering, conference technology, general services, secretarial services and other service departments to guarantee preparedness of the conference center for all meeting needs.
  • Implement standardized operating protocols for catering activities, reception desks including greetings, coverage, scheduling, and additional services.
  • Oversee the scheduled daily meetings to ensure that all information is accurate and communicated properly to all participating departments to ensure that every meeting runs smoothly.
  • 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 available for evening events as needed. Must be proficient in MS Word and type a minimum of 40+ wpm. Excel experience is also strongly preferred.

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.