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Guest Services Supervisor

Job ID: 6229

Updated: Jan 5, 2022

Location: Houston, 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

The Guest Services Supervisor is responsible for all daily operational aspects of the conference center and reception in the Kirkland & Ellis Houston office. The Supervisor provides guidance, training, encouragement, coaching and an excellent example in quality hospitality to the Conference Center/Reception staff. The Supervisor is to provide exceptional customer service and extreme professionalism to clients, guests, and all K&E personnel. The Supervisor serves as the firm’s hospitality expert and ensures world class service to all guests of the conference center.

The Supervisor works collaboratively with the Facilities & Conference Technology Departments to ensure consistent communication related to conference center management and use. They work closely with the on-site catering staff, to ensure alignment of expectations and coordination of set ups, menus and food service. This individual also oversees the receptionist function, which include the following essential responsibilities: managing and enforcing high quality client services; supervising administrative tasks performed by Guest Services Representatives & Coordinators; and developing and implementing procedures to maximize outstanding professional client contact and an excellent representation of the firm. 

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

  • Manage daily operations of the firm’s Conference Center and Reception to ensure firm’s Guest Services Standards are communicated and upheld

  • Review and prepare department budget, maintain inventories of necessary supplies and ensure fiscal responsibility

  • Review, prepare and submit all invoices for catering and conference center related activities

  • Direct and oversee the scheduling of meeting rooms, training sessions and social events conducted by the firm or within the firm

  • Develop, implement and evaluate room set-ups, transition and striking processes

  • Create and implement strategies to maximize conference center utilization and customer satisfaction

  • Monitor and produce reports regarding activity, demand and use of the facilities

  • Manage, train, evaluate and assist with hiring conference center and reception personnel

  • Lead by example: Present a professional appearance and attitude through appropriate dress, written product, voice messages and demeanor.

  • Ensure the highest quality and most professional client contact and customer service.

  • Oversee the efforts in coordinating conference room reservations/meetings, including catering, audio-visual equipment and video conferencing needs

  • Maintains appearance and proper functioning of conference facilities by submitting necessary requests for repairs and upgrades

  • Perform other clerical duties, as assigned

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

  • Communicate goals and objectives to the respective team members effectively, providing clear direction to achieve the best results

  • Monitor the performance of departmental personnel and identify performance issues, oversees the performance evaluation process

  • Any other functions/duties as assigned by management

Qualifications & Requirements

The ideal applicant will have at least 5 years hospitality management and/or event coordinating experience and will demonstrate expertise in providing prompt, professional and courteous services for all hospitality-related and event-related customer requests with a critical eye for detail and excellence.  The selected candidate must have excellent verbal and written communication skills, must show strong interpersonal and staff management skills, and will prove his or her ability to be process-oriented, yet flexible.  He or she must be able to interact with individuals on all levels of the firm’s business and must be extremely creative and able to make quick and accurate decisions.  Preferred candidates will be proficient in Microsoft Word, Excel and PowerPoint.

Education

Bachelor degree required

Work Experience

Five (5) years related experience required

Background in Corporate Concierge, Hospitality Meeting and/or Event Planning is preferred

Skills

  • Exceptional customer service skills
  • Excellent written and oral communication skills
  • Ability to work with minimum supervision
  • Ability to multi-task and manage a fast paced environment
  • Proficiency in the use of software, including, but not limited to, Microsoft Office: Word, Outlook and Excel
  • Ability to handle multiple tasks and ability to work under specific time constraints and pressure
  • Must be creative and capable of making quick and accurate decisions

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.