Club Lounge Manager

JOB SUMMARY

Responsible for the operation of the club lounge, ensuring that the highest levels of hospitality and service are provided. Areas of responsibility include guest and employee engagement, and human resources. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Maintains condition of the club lounge and orders supplies and equipment.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.

CORE WORK ACTIVITIES

Supporting Operations and Management of the Club Lounge

• Ensures that all company standards are being maintained in each area of the club lounge.

• Ensures all team members meet or exceed all brand requirements.

• Supervises all areas of club lounge operations in the absence of Room Operations management.

• Maintains working condition of club lounge equipment and orders supplies as necessary.

• Promotes both Guarantee of Fair Treatment and Open Door policies.

• Ensures employees have the proper supplies and uniforms.

• Understands night audit procedures and being able to comprehend and utilize reports as necessary.

• Understands and complies with loss prevention policies and procedures.

• Opens and closes Front Desk/ Housekeeping shifts and ensures completion of assigned shift checklist and other duties.

• Provides a safe working environment in compliance with OSHA/MSDS.

• Coordinates with Food and Beverage to support lounge operations.

• Complies with all corporate accounting procedures.

• Performs required annual quality audit.

Supporting the Management and Development of Club Lounge Team

• Stays readily available/approachable for all employees.

• Extends professionalism and courtesy to employees at all times.

• Leads by example demonstrating self-confidence, energy and enthusiasm.

• Assists/teaches team managers scheduling against guest and hours/occupied room goals.

• Sets clear performance expectations with club lounge employees.

• Assists team supervisors with constructive coaching and counseling.

• Solicits feedback for continuous improvement.

Managing the Guest Experience

• Extends professionalism and courtesy to guests at all times.

• Motivates and encourages staff to solve guest and employee related concerns.

• Provides excellent customer service by being readily available/approachable for all guests.

• Coordinates customer group requests.

• Takes proactive approaches when dealing with guest concerns.

• Assists employees in understanding guests’ ever-changing needs and expectations, and how to exceed them.

Conducting Human Resource Activities

• Trains staff and monitors adherence to all relevant policies and procedures.

• Communicates performance expectations employees in accordance with job descriptions for each position.

• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Ensures that all relevant training is provided to employees in a timely fashion.

• Assists in performing the payroll function.

• Oversees daily shift operations and ensures compliance with all policies, standards and procedures.

• Takes proactive approaches when dealing with employee concerns.

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.