Guest Services Manager

Guest Services Manager

Cooley is seeking a Guest Services Manager to join the Washington, DC Office Services/Facilities team.

The Guest Services Manager is primarily responsible for overseeing all aspects of hospitality service operations and directing large multifaceted service offerings.

Financial management:

• Prepare and manage annual expense budgets and monitor monthly expenditures for hospitality
• Report monthly variances to the Director of Administration
• Review and code all Guest Services invoices prior to sending to accounting and finance for payment
• Maintain inventory control system

Hospitality and events:

• Liaise with various service vendors, caterers and third party contracted vendors to provide high quality food services and offerings
• Manage all internal event planning and external event coordination including large scale event projects
• Collaborate with Administration, Legal Talent and Marketing teams on 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

Staff supervision and administration:

• Supervise, train and coach the Guest Services team including food service attendants and receptionists/concierge staff
• Establish clear expectations and work priorities and inspire the team to go above and beyond
• Ensure all Guest Services staff receive on-going training in safe food handling and storage protocols as well as other relevant hospitality skills
• Develop routine operational and/or administrative procedures for the most effective and efficient utilization of the conference center facility
• Coordinate daily attendance and determine staffing needs within the department
• Review and approve requests for time off and determine need for vacation coverage by tracking Guest Services team requests; arrange for coverage
• Arrange evening and weekend overtime coverage, including staffing for events (coordinate coverage from other departments with Office Technology Manager and Office Services Manager)
• Prepare and present introductory period and annual performance evaluation reviews for Guest Services team
• Counsel Guest Services staff and resolve employment problems when appropriate, in collaboration with central HR and Office Administrator
• Perform terminations as required after consultation with the Office Administrator and central HR.
• Plan and conduct staff meetings
• 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
• 5+ years of hospitality and event planning experience

Preferred:

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

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 annual pay range for this position with a full-time schedule is $110,000 - $130,000. 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 21 days of Paid Time Off (“PTO”) and 10