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Guest Services Representative

Job ID: 6604

Updated: May 26, 2022

Location: Boston, MA, 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 overall responsibility of the Guest Services Representative is to effectively and efficiently support the delivery of superior customer service to all clients and personnel in the Firm’s Boston office. Receptionist responsibilities will be to answer and direct incoming calls to the appropriate parties, greet clients and visitors, and arrange and assign conference rooms and visiting office space. The Guest Services Representative will provide general office support by performing a variety of administrative duties and tasks as well as assisting with special projects, as needed. The ideal candidate must be able to work collaboratively with other administrative personnel and must be flexible and able to multi-task and prioritize a variety of responsibilities. The Guest Services Representative will be the primary point of contact with visitors and guests and, therefore, must possess a professional image and phone presence. The shift of this position is Monday - Friday 10:00 am - 6:00 pm, and has a fully onsite schedule.

Essential Functions

  • Answer incoming calls and transfer within the Firm and to outside numbers using the SDC system.
  • 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.
  • Greet guests and walk them to the appropriate conference room, attorney’s office, or visitor office.
  • Reserve meeting space by using EMS conference booking software, noting all details including technology, A/V, catering, supplies and other support needs.
  • Arrange for all catering needs by acting as a liaison between foodservice and the person 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. 
  • Monitor meeting start times to ensure rooms are vacated on schedule.
  • Check visitor offices prior to guest’s arrival and after departure, to ensure correct set up.
  • Order cars for attorneys and clients, as needed.
  • Add guest names to building security website to allow entry to the building to outside guests.  Arrange for temporary internal IDs for visiting attorneys.
  • 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.
  • Know what is going on in each conference room at all times and help direct callers and visitors to each.
  • Maintain department supplies including keeping an inventory, and ordering supplies
  • Provide back-up administrative support to Practice Assistants and other administrative personnel
  • Collaborate with IT and Catering in coordinating internal and external events, including coordination of supplies, signage, room set-up and any other requests
  • Work in collaboration with Operations Manager and General Services team in a combined effort to schedule, assist, report and follow up on building related maintenance requests
  • Perform any other tasks that are needed by anyone who asks, whether in a conference room or visiting attorney office.

Qualifications & Requirements

The qualified candidate will have 2+ years of experience in a customer service related role preferably in a law firm or professional services environment.  Excellent written and verbal communication skills; a customer service orientation; a proactive work ethic; attention to detail and the ability to work well under pressure in a constantly changing environment are required.  The qualified candidate must have regular and predictable attendance and the ability to work overtime before and at the end of the workday.  Strong organizational skills are essential, including the ability to analyze, assess and prioritize work assignments with minimal supervision.

Ability to handle multiple incoming telephone lines is required.  All qualified candidates will have a strong working knowledge of the internet, document management systems, and the MS Office Suite.  A Bachelor’s degree is preferred or the equivalent combination of education and work experience is required.

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.