Guest Services Manager

Kirkland & Ellis; Chicago (IL); On-site; USD 116,000 - 144,000; Full time

Job summary

Kirkland & Ellis in Chicago is seeking a Guest Services Manager to lead hospitality operations across the firm's conference center, reception areas, and food service programs. You will guide a team of Guest Services professionals, manage staffing and budgets, and ensure exceptional service for attorneys, clients, and visitors.

You will coordinate meetings and events, optimize guest experiences, and partner with internal stakeholders to deliver events from planning through execution while

Qualifications

• Bachelor's degree required.
• 5+ years in hospitality management or conference center operations.
• Experience supervising or managing a team.
• Strong customer service orientation with excellent interpersonal & communication skills.
• Proficiency with MS Office and scheduling software.

Responsibilities

• Oversee daily operations of Guest Services, conference center, reception, and food service.
• Lead Guest Services team and manage staffing plans.
• Coordinate meetings, events, and guest experiences to meet service standards.
• Monitor performance metrics and identify process improvements.
• Oversee vendor relationships and budgeting to meet objectives.
• Collaborate with stakeholders to plan and execute events from start to finish.

Skills

Leadership

Customer service

Communication

Project management

Budgeting

Education

Bachelor's degree

Tools

Microsoft Office Suite

Conference room scheduling software

Job description

About Kirkland & Ellis

At Kirkland & Ellis, we don’t just meet the standard for legal excellence — we set it. Our culture is built on teamwork, ingenuity and an unwavering commitment to continuous growth. We tackle the most sophisticated legal challenges with bold ideas and innovative solutions, powered by the exceptional experience and ambition of our 7,000+ people, including 4,000+ attorneys, across 24 offices worldwide. Our dedicated professionals share our lawyers’ commitment to excellence and show up each day to do meaningful work that helps drive global business, investment and innovation forward.

About Kirkland & Ellis

At Kirkland & Ellis, we don’t just meet the standard for legal excellence — we set it. Our culture is built on teamwork, ingenuity and an unwavering commitment to continuous growth. We tackle the most sophisticated legal challenges with bold ideas and innovative solutions, powered by the exceptional experience and ambition of our 7,000+ people, including 4,000+ attorneys, across 24 offices worldwide. Our dedicated professionals share our lawyers’ commitment to excellence and show up each day to do meaningful work that helps drive global business, investment and innovation forward.

What You’ll Do

The Guest Services Manager is responsible for overseeing the daily operations of the firm's Guest Services Department, ensuring the delivery of exceptional hospitality and service throughout the office. This role manages conference center operations, reception services, food service operations, event execution, and hospitality programs while leading a team of Guest Services professionals.

The Guest Services Manager will serve as a key point of contact for attorneys, business professionals, clients, and visitors, ensuring all meetings, events, and guest experiences are executed seamlessly and in accordance with the firm's service standards.

Responsibilities

• Oversee the day-to-day operations of the Guest Services Department, including conference center services, reception coverage, hospitality spaces, cafés, and pantry operations.
• Ensure a consistently high level of service for attorneys, clients, visitors, and employees.
• Manage guest experience initiatives and identify opportunities to enhance service delivery.
• Monitor departmental performance and implement best practices to improve operational efficiency.
• Oversee the planning and execution of internal and external meetings, conferences, seminars, trainings, and special events.
• Coordinate room scheduling, catering services, event logistics, audiovisual support, and guest accommodations.
• Partner with internal stakeholders to ensure events are successfully delivered from planning through execution.
• Ensure conference rooms and event spaces are maintained and presented to the highest standards.
• Manage café, coffee bar, catering, and food service operations.
• Partner with vendors to maintain quality standards, service expectations, and budget objectives.
• Review menus, pricing, and service offerings to ensure alignment with client and business needs.
• Monitor inventory, vendor performance, and service delivery metrics.
• Lead, coach, develop, and performance manage Guest Services team members.
• Establish staffing plans and oversee scheduling to ensure appropriate departmental coverage.
• Foster a collaborative, service-focused culture centered on operational excellence and client satisfaction.
• Provide ongoing training and professional development opportunities for team members.
• Assist in developing and managing departmental budgets.
• Review invoices, monitor expenditures, and identify cost-saving opportunities.
• Analyze service data, client feedback, and operational metrics to recommend improvements.
• Support departmental reporting and other administrative functions as needed.

What You’ll Bring

Qualifications

• Bachelor's degree required.
• Minimum of 5 years of experience in hospitality management, conference center operations, event management, corporate services, or a related field.
• Previous supervisory or management experience required.
• Experience overseeing food service, catering, hospitality, or conference center operations.
• Strong customer service orientation with exceptional interpersonal and communication skills.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong organizational, problem-solving, and decision-making abilities.
• Proficiency with Microsoft Office Suite and conference room scheduling software.
• Experience managing vendor relationships and service contracts preferred.

Knowledge, Skills & Abilities

• Strong leadership and team development skills.
• Excellent verbal and written communication abilities.
• Ability to build effective relationships across all levels of an organization.
• Proven project management and event coordination capabilities.
• Strong financial acumen, including budgeting and expense management.
• Commitment to providing exceptional client and guest experience.

Why Join Us

This is an opportunity to lead a highly visible hospitality function within a professional services environment. The Guest Services Manager plays a critical role in shaping the client and employee experience by overseeing hospitality operations, conference services, food service programs, and special events while leading a dedicated team focused on service excellence.

Compensation

The base salary range below represents the low and high end of the salary range for this position in Chicago. This range may differ based on your geographic location and cost of living considerations. At Kirkland & Ellis, we consider compensation more than just a base salary. We offer an exceptional range of flexible benefits including comprehensive healthcare, paid time off, and retirement. We also offer personal support and tailored learning and development opportunities all designed to help you realize your full potential both in life and at work.

Compensation Range

Chicago: $116,000 - $144,000

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.