Guest Experience & Hospitality Supervisor

MWE•Chicago, IL

1d•$83,000 - $105,000•Onsite

About The Position

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.

Requirements

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

Nice To Haves

Bachelor’s degree preferred

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.