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 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.