PRIMARY OBJECTIVE OF POSITION:
Directs and administers all Club Level operations to ensure profitability, control costs and quality standards to ensure total guest satisfaction. Assistant Club Level Manager to be fully versed in the Langham brand standards and Forbes service standards and communicate this information to the Club Level team.
RESPONSIBILITIES AND JOB DUTIES:
Guest Service:
Greet members and guests warmly, addressing any inquiries or concerns promptly and courteously.
Ensure high levels of customer service satisfaction by anticipating and fulfilling guest needs.
Handle guest feedback and resolve any issues in a timely and productive manner.
Staff Management:
Assist in recruiting, training, and supervising Lounge staff, ensuring all colleagues adhere to Company policies, as well as Langham Brand and Forbes service standards.
Schedule staff shifts effectively to maintain optimal coverage during peak hours.
Provide ongoing coaching and feedback to staff to improve performance and customer service skills.
Operations Management:
Oversee daily operations of the Club Lounge, including opening and closing procedures and inventory management.
Monitor and maintain cleanliness and organization of the Lounge area, ensuring a pleasant environment for guests.
Collaborate with the Kitchen and Bar staff to ensure efficient food and beverage service, maintaining quality and presentation standards.
Administrative Tasks:
Assist in managing Lounge budgets and expenses, including monitoring cost and revenue streams.
Maintain accurate records of inventory levels, placing orders as needed to replenish supplies.
Safety and Compliance:
Always ensure compliance with health and safety regulations and company policies.
Train staff in emergency procedures and protocols to ensure the safety of guests and employees.
Conduct regular inspections of the Lounge area to identify and address any safety hazards or maintenance issues.
PHYSICAL DEMANDS:
Requires walking or standing to a significant degree.
Ability to lift 20 lbs.
SPECIAL SKILLS REQUIRED:
Considerable knowledge of computer systems for registration, reservations and backup systems.
Previous experience in a similar role within the hospitality industry.
Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
Ability to read, write, speak, and understand the English language to communicate with guests and team members.
Excellent customer service skills, with a focus on exceeding guest expectations – Brand and Forbes standards.
Organizational and multitasking abilities, with a keen attention to detail.
Knowledge of food and beverage operations, including inventory management and cost control.
Flexibility to work mornings, evenings, weekends, and holidays as requested.
EDUCATION REQUIRED:
A high school diploma or equivalent is required. A degree or certification in hospitality management or related fields is preferred, but not required.
EXPERIENCE REQUIRED:
Minimum of two to three years’ experience as Assistant and/or Manager, preferably in Front Office of a luxury hotel.
LICENSES OR CERTIFICATES:
CPR Certification and/or First Aid Training preferred. Ability to obtain any government required license or certificate.
EOE, Including Disability/Veterans
Langham Hospitality Group
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