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Guest Services Manager

Job ID: 6413

Updated: Mar 22, 2022

Location: San Francisco, CA, 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 Manager is responsible for ensuring the successful operation of the Guest Services team within the San Francisco office.  The Manager is responsible for the day to day operation of Guest Services and also manages the operation of the outsourced food service vendor. This position works closely with Facilities, General Services, Audio Visual/Conference Technology, and Hardware to support the business needs of attorneys, clients and visitors. The Guest Services Manager will be expected to oversee all logistical details including: room scheduling, catering, support, and address service issues that may arise during daily operations, including, but not limited to, resolving room conflicts in scheduling, and ensuring highest and most efficient use of facility.  Additionally, this position will develop standard operational protocols for Guest Services and will solicit and analyze customer satisfaction levels, present findings, and propose suggestions for improvement.

This position requires an individual with superior customer service, professional communication, and team leadership abilities.  Qualified candidates will demonstrate strong competence in performance management, project management, and time management.  The selected candidate will demonstrate expertise in providing high-quality support services, including first-rate capability of identifying, analyzing, and problem-solving service-related issues.  Qualified candidates must demonstrate excellent written and oral communication skills.

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 problem solving skills, work extremely well under pressure, be flexible, and above all, be empathetic to the needs and concerns of our attorneys, clients and visitors. A willingness to take responsibility for outcomes of subordinates and develop people with both rewards and discipline as needed is required.

 

ESSENTIAL JOB FUNCTIONS

Essential responsibilities for this position include: planning, executing, tracking and reporting on all guest services-related activities, providing input and reviewing the guest services budget, overseeing the performance of staff by setting performance expectations, developing plans for ongoing skill development, evaluating performance and providing routine feedback.  The Guest Services Manager is expected to collaborate with cross-functional and firm-wide teams, as well as daily collaboration with the San Francisco office management team.

  • Develop standard protocols for reception desks including greetings, coverage, scheduling, event planning, tours, and any additional services required by attorneys, clients, staff, or guests.
  • Manage all Conference room physical space for cleanliness and readiness at all times.  Coordinate with Facilities, General Services, Audio Visual/Video Conferencing, and IT Hardware to guarantee the preparedness of conference rooms for its client’s needs.
  • Ensure accuracy of data within the room and meeting reservation system and train Guest Services staff on use of the system.
  • Food Service – Oversee daily operation of outsourced food service provider, ensuring a high level of customer service, consistently high quality product; timely delivery, setup/cleanup of conference rooms, coordinate staff and backup personnel for larger events as needed, set pricing for daily catering activities and special events, analyze monthly invoice and review all client and office related charges; assist with the review and negotiation of service agreements and annual budgets; budget for and purchase catering equipment as necessary.
  • Coordinate with functional or administrative departments to plan room reservations, catering and related needs for their events; coordinate menus and services for ongoing catering requests. 
  • Maintain and apply working knowledge of accounting procedures. Responsible for assisting with developing department budget, properly tracking, and reporting on the financial aspects of the department. Reviews, processes, and approves payment of all vendor invoices.
  • Participates in the recruiting, hiring and when necessary disciplinary processes of all regular and contracted/ temporary employees.
  • Develop, train and supervise assigned staff; assign work schedules, and conduct annual review and goal setting processes.
  • Recommend staffing needs for the department, including new hire positions, promotions, and terminations.
  • Learn, develop, and apply the desired scope of services for Guest Services operations.  Provide appropriate level of diplomacy when services requested are deemed out of scope.
  • Work with staff to implement firm-wide policies.
  • Collaborate with cross-functional and firm-wide teams to share best practices, create a consistent experience across all Kirkland offices, and identify opportunities to continuously improve the services provided to attorneys and clients. 
  • Utilize and promote appropriate security measures as determined by daily operations and special event standards.
  • Must have a good working knowledge of accounting procedures.  This position will be responsible for the analysis, negotiation, and payment of all vendor invoices, and will be responsible to properly track and report on all financial aspects of the general services departments, including the creation and management of an annual budget.
  • Proficiency in the use of software, including, but not limited to, Word, Outlook, and Excel. Must be willing to take ownership of the planned implementation of a workspace management software.  Must be able to accurately collect, analyze and report on data for all functional areas.

 

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

  • Any other functions/duties as assigned by management

Qualifications & Requirements

Education, Work Experience, Skills

  • Undergraduate degree required
  • Experience working with conference room scheduling software (e.g. EMS)
  • Event planning preferably in a corporate conference center or in the hospitality industry
  • Minimum of 5 years of management/supervisor experience including oversight of contract vendor
  • Superior customer service, excellent written/oral communication skills, and leadership abilities
  • Proficiency in the use of software, including, but not limited to, Microsoft Office: Word, Outlook, Excel, PowerPoint, Visio

 

WORK ENVIRONMENT

  • This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, and scanners.
  • This role requires professional appearance through appropriate business attire, written product, voice messages and demeanor.
  • Daily hours of operation are currently M - F, 8:30 a.m. to 5:00 p.m., with additional hours during periodic evening and weekend special events.  Hours subject to change based on business needs.

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.