Guest Services Specialist

Guest Services Specialist Cooley is seeking a Guest Services Specialist to join the Office Services/Facilities team.

Position summary: Under the direction of the Operations Manager and/or Director of Administration, the Guest Services Specialist is responsible for overseeing the day-day hospitality service operations and directing large multifaceted service offerings. Specific duties and responsibilities include, but are not limited to, the following:

Hospitality and events

• Liaise with various service vendors, caterers and third party contracted vendors to provide high quality food services and offerings
• Research options associated with all internal and external events and help coordinate with Operations Manager and other departments on large scale event projects
• Work with the Activities Committee and other local and firmwide managers to help coordinate events for the local office
• Locate and contract with services providers related to events, as needed
• Assist Administration, Marketing, Legal Talent, Professional Development and other departments with coordination of events
• Oversight of conference room bookings through an online software tool (EMS)
• Analyze conference room usage reports
• Provide best in class service to clients by paying significant attention to details, from food service to welcome protocols
• Oversee all internal hospitality areas
• Coordinate all hospitality communications
• Liaise with outside vendors and internal departments for meeting events, catering setup on premises to ensure best first impression for clients, employees and visitors
• Manage updates to local office’s CooleyNet page, assist with weekly office updates and quarterly newsletters
• Assist Operations Manager and/or Director of Administration with the management of the Café Manager and onsite café vendor team and implement cost saving measures and suggest ways to generate increased revenue through café sales. Ensure café vendor provides efficient and cost-effective food services. Conduct research and RFPs on a regular basis to ensure our café is competitive and resourceful. Assist Director of Administration with negotiating contracts and renewals, as needed
• Review weekly café sales and operating expense reports. Participate in monthly business review meetings with café manager and with the Operations Manager and/or Director of Administration
• Ensure café vendor maintains the café area, kitchens and lunchrooms as well as related supplies and equipment to include vending machines, water coolers and appliances
• Under the direction of the Operations Manager and/or Director of Administration, monitor and report out in-house food and beverage expenses, including catered meals, coffee room supplies and equipment
• Prepare and reconcile budgets for in-house food and beverage meetings including all practice group and departmental meetings
• Oversee day-to-day operations and departmental workflow
• Promote workflow expectations and priorities. Inspire the team to go above and beyond
• Working closely with the Manager of Operations and/or Director of Administration, ensure all Guest Services staff receive on-going training in safe food handling and storage protocols as well as other relevant hospitality skills
• Assist with the development of routine operational and/or administrative procedures for the most effective and efficient utilization of the conference center facility
• Assist Operations Manager and/or Director of Administration in coordinating and monitoring daily attendance within the department and propose coverage recommendations
• Assist Operations Manager and/or Director of Administration to arrange evening and weekend overtime coverage, including staffing for events (coordinate coverage from other departments with Office Technology Manager and Office Services Manager)

Financial management

• Collaborating with the Operations Manager and/or Director of Administration, prepare draft annual expense budgets and monitor monthly expenditures for hospitality
• Prepare monthly variances and submit to the Operations Manager and/or Director of Administration
• Review and code all Guest Services invoices prior to sending to accounting and finance for payment
• Responsible for reviewing chargeback reports, client supply charges, copy center billing books and café (where applicable) sales reports and report results of same to Director of Administration
• Maintain inventory control system
• All other duties as assigned or required

Skills and experience

Required

• After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
• Ability to work extended and/or weekend hours, as required
• Ability to travel, as required
• 3+ years of hospitality and event planning experience

Preferred

• Bachelor's Degree
• Previous law firm or other professional services experience
• Experience with electronic scheduling platforms

Competencies

• Excellent customer services skills
• Proven leadership skills
• Excellent organizational, communication and presentation skills
• Ability to work effectively with all personnel
• Ability to analyze and solve problems
• Ability to work independently
• Professional demeanor
• Reliable and cooperative manner
• Ability to work under pressure, handle multiple tasks and manage shifting priorities

Cooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices.

EOE.

The expected hourly pay range for this position with a work schedule of 40 hours per week is $34.50 - $42.00 ($71,760.00 - $87,360.00 annually). Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate.

We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 20 days of Paid Time Off (“PTO”) and 10 paid holidays each year. We provide generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.