Guest Experience & Hospitality Supervisor

Guest Experience Supervisor

Build your big career with the firm that does Big Law, Better. McDermott Will & Schulte is a leading global law firm that brings together more than 1,700+ lawyers and 1,400 business professionals. We celebrate excellence, collaboration, and community and have been recognized as a top workplace by USA Today, Fortune, The American Lawyer, Vault and others. We are also certified by Great Place to Work.

At McDermott, we don't just invest in your future, we accelerate your career – wherever it may lead. That includes supporting you both in and outside of the office.

With us, you'll find:

• A firm where everyone belongs: Our award-winning culture prioritizes warmth and authenticity — we encourage you to be yourself!
• Enthusiasm for all perspectives: We're smarter and stronger when everyone has a voice and a seat at the table. We welcome unique viewpoints and ideas, and we make opportunities for you and your career to thrive.
• Support to feel your best and do your best: Wellness is integral to building a successful career and a rich life. That's why our benefits program supports your physical, emotional, mental, and financial health, with an emphasis on work-life balance.
• Real rewards for real work: We offer generous compensation packages that recognize hard work and excellence.

Job Description:

Position Summary:

The Guest Experience Supervisor is responsible for overseeing the daily operations of the firm's front office, conference center, and hospitality services to ensure a seamless and professional experience for our internal and external clients. This role provides direct supervision to the Hospitality Supervisor, Guest Experience & Hospitality Coordinators and front-line staff, ensuring service excellence, operational efficiency, and adherence to firm policies. The Guest Experience Supervisor serves as the primary point of contact for escalations, coordinates cross-functional support, and implements best practices to enhance workplace services.

This role requires a hands-on, service-oriented leader with excellent communication skills, strong organizational abilities, and the capacity to manage multiple priorities effectively. The Guest Experience & Hospitality Supervisor plays a key role in maintaining a welcoming and high-performing workplace environment.

Essential Functions and Responsibilities:

• Supervise and support Guest Experience & Hospitality Coordinators and other front-line staff, providing guidance, training, and day-to-day direction to maintain high service standards.
• Oversee front office and conference center operations, ensuring that all interactions, spaces, and services reflect the firm's professional image.
• Assist in developing and enforcing policies and procedures to improve efficiency and workplace experience services.
• Ensure the capturing and tracking of dietary restrictions and hospitality notes in the firm's Client Management Software.
• Act as the primary escalation point for front office, conference services, and hospitality-related concerns, ensuring prompt and professional resolution.
• Ensure seamless coordination of conference room scheduling, catering, audio-visual support, and guest office assignments.
• Collaborate with HR, Facilities, and IT teams to facilitate smooth office operations, including onboarding support for new employees and visiting professionals.
• Monitor vendor relationships and service agreements related to catering, office supplies, and hospitality services, ensuring service quality and cost-effectiveness.
• Assist with budget monitoring for front office and hospitality operations, ensuring responsible cost management.
• Oversee inventory management for hospitality supplies, ensuring timely replenishment and availability.
• Gather and implement feedback to continuously enhance service quality and the overall workplace experience.
• Ensure compliance with firm policies, security protocols, and building regulations for all visitors and operational functions.
• Stay informed about industry best practices in workplace hospitality and guest experience, suggesting improvements where applicable.

Job Specifications:

• Bachelor's degree preferred
• At least five (5) years of related work experience in a law firm, professional services, or hospitality environment
• Knowledge of Microsoft Office Suite (Excel, Outlook, PowerPoint, and Word)
• Knowledge of videoconference systems
• Ability to handle confidential and sensitive information with the appropriate discretion
• Strong written and verbal communication skills
• Strong organizational skills
• Strong client service skills
• Ability to work under minimal supervision
• Ability to work in a fast paced, time-critical environment; handling multiple priorities

Successful candidates will be provided with outstanding career opportunities and will receive a competitive total rewards package with the opportunity to earn performance-based bonuses.

Target Hiring Range $83,000 - $105,000

Please note that quoted salary ranges are not guarantees of what final salary offers may be. Base pay is based on market location and may vary depending on job-related knowledge, skills, experience, and geographic location. Base pay is only one part of the Total Rewards that MWS provides to compensate and recognize our staff professionals for their work. Full time positions are eligible for a discretionary bonus and a comprehensive benefits package.

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

• While performing the duties of this job, the employee is required to sit, use hands, reach with hands and arms, stoop, talk and hear
• Employee must occasionally lift up to twenty (20) pounds

Work Environment:

Typical indoor office environment

Disclaimer:

The above statements are intended to describe the general nature and level of the work being performed by people within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.