PRIMARY OBJECTIVE OF POSITION:
The Club Lounge Manager will ensure the highest level of service for all hotel Club guests. The Club Lounge Manager will work closely with the Managers of the Front Office in order to create seamless arrivals, stays, departures and Club Lounge food and beverage services.
RESPONSIBILITIES AND JOB DUTIES:
- Supervises the day-to-day operation of the Club Lounge service on the Club floors.
- Ensures that Langham’s 1865 recognition program for guests is in place and executed according to 1865/LHG standards.
- Uses leadership tools to help create a culture of empowerment for hourly colleagues so that they make decisions leading towards building great memories.
- Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours.
- Initiates additional tasks to improve existing procedures and guest satisfaction.
- Responsible for the interviewing and selection process of Club Lounge attendants.
- Ensures that service standards are being met or exceeded consistently by all staff.
- Assist the front office with the management of the arrival queue and avoid unnecessary and excessive delays on high demand days and weekends.
- Oversee and maximize the guest experience for our VIP accounts, American Express Fine, Virtuoso, Trip Advisor, etc.
- Work as a liaison between Sales and the Front Desk to maximize the overall experience for Sales and Group VIP guests.
- Coordinate VIP arrival times and special requests with housekeeping and engineering.
- Inspect VIP rooms and correct any room deficiencies prior to arrival.
- Coordinate VIP amenities and delivery times with Private Kitchen.
- Ensure follow up throughout the guest stay for all VIP guests.
- Ensure that all VIP guest needs are communicated throughout the respective departments and the hotel. Note these needs and preferences in OPERA.
- Hold weekly meetings with the MOD’s and Housekeeping to review and discuss strategies for upcoming guest arrivals.
- Assist the Front Office MOD’s with lobby presence and management duties.
- Actively promote Chuan Spa and the F&B outlets to Club guests and all hotel VIP guests.
- Attend key hotel operational meetings and communicates appropriately with subordinates so that all colleagues are well informed. Initiates monthly departmental meetings.
- Assist with the awareness and promotion of all Room and F&B promotions.
- Maintains strong relationship with the culinary team and Food & Beverage team re: daily food and beverage presentations.
- Other duties as assigned by the Assistant Director of Front Office.
SPECIAL SKILLS REQUIRED:
- Ability to effectively deal with colleagues and guests alike, some of whom will require higher levels of patience, tact and diplomacy to defuse anger and collect accurate information.
- Has the ability to run both a guest reception department as well as a concierge desk.
- Ability to use the PMS and 1865 programs and guest room key making system.
- Ability to solve challenges and use good judgment when interacting with guests and colleagues.
- Ability to grasp, lift and/or carry or otherwise move packages, boxes and luggage up to 100 lbs. continuously throughout shift.
- Ability to stand, walk and/or sit and continuously perform essential job functions.
- Sufficient manual dexterity in one hand to be able to load and unload luggage.
- Strong preference for someone with international experience and ability to speak additional languages.
EDUCATION REQUIRED:
Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.
EXPERIENCE REQUIRED:
Minimum of 5 years in a luxury hotel and it is preferred this individual possesses a thorough knowledge of the City of Chicago. Needs to have a minimum knowledge of F&B service standards. Strong preference for someone with international experience.
LICENSES OR CERTIFICATES:
No special licenses required.
EOE, Including Veterans/Disabilities
The Langham, Chicago
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