Club Lounge Manager - The Ritz-Carlton

Iconic architecture, a thriving culinary scene, beautifully landscaped public spaces, and an array of museums are just part of what draws visitors to the Windy City. At The Ritz-Carlton, Chicago, a luxury hotel set atop Water Tower Place in the historic Gold Coast, guests have every opportunity to explore the city—from shopping along Michigan Avenue to viewing world-renowned works at the Art Institute. Yet with our hotel's spa, rooftop lounge, locally inspired restaurant, indoor lap pool, and spacious accommodations overlooking the city, guests may never want to leave.

The Ladies and Gentlemen in the Club Lounge are dedicated to delivering personalized, anticipatory service that creates memorable experiences for every guest. As the Club Lounge Manager, you will lead the daily operations of the Club Lounge, inspiring and developing a team committed to The Ritz-Carlton's legendary service standards. You will oversee the guest experience, ensure exceptional food and beverage presentation, maintain the highest operational and quality standards, and build meaningful relationships with guests through thoughtful, personalized service. By fostering a culture of excellence, accountability, and teamwork, you will create Ritz-Carlton guests for life while driving operational success and elevating the Club Lounge experience.

Recognized as "the gold standard" of hospitality, The Ritz-Carlton selects only the most passionate and skilled hospitality professionals. As one of our Ladies and Gentlemen, you will reflect the values that make us the world's finest luxury brand. Here, in a diverse environment where individual aspirations are fulfilled and quality of life is enhanced, you will be inspired to lead by example, empower your team to achieve their fullest potential, and create exceptional moments for our guests and each other. Through your leadership, passion for hospitality, and commitment to continuous improvement, you will help ensure the Club Lounge remains a hallmark of luxury, personalized service, and unforgettable guest experiences.

Oversees and manages the guest experience for arriving, departing and in-house club lounge guests and VIP’s as determined by the hotel by ensuring accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns.  Manages and elevates the guest experience through activations and hotel presence within the Front Office and Culinary teams. Oversees and manages all aspects of the club lounge program to provide exceptional and personalized experiences for our most loyal guests. Promotes a safe environment and quality services to achieve maximum guest satisfaction and financial success. 

• Orchestrates, details, welcomes, develops and coordinates VIP arrivals in the club lounge. 
• Orchestrate the Front Office, Housekeeping, Concierge, and Restaurant outlets to provide a seamless experience for our guests throughout their stay.
• Oversee set-up and maintain continental breakfast buffet, honor bar and hors d'oeuvres.
• Work closely with the Executive Office to identify areas of improvement in the Guest Experience.
• Fulfill the increasing demand for management presence on weekend to specifically cater to our premium guest.
• Execute last minute High-end Retail clientele, arrivals and departures that meet and exceed expectations.
• Spearhead communication with room departments regarding guest loyalty program to include communicating prior to arrival, personalizing service before/during/after the stay, updating guest profile database, deciding and executing against all profile and special requests.
• Determine and order all supplies and maintain inventory control minimizing unnecessary expenses.
• Provide elevated customer service through pre-arrival engagement with guests of the loyalty programs as well as VIPs (research their preferences and successfully execute against all requests).
• Contact in-house VIPs and high value guests of the loyalty program to gain insight about their stay.
• Follow-up on any complaints or problems a guest may experience in a timely and professional fashion and determine response to ensure a quality guest experience.
• Serve as a historical docent of the Hotel to magnify the significance of the Hotel’s branding initiatives.
• Ensure proper communication to hotel on all hotel activities in a way that insures that guest needs are being met in a timely fashion.
• Skill and proficiency of all required computer systems (Microsoft Suite, POS, PMS, MARSHA, EMPOWER, etc.)

• Engage guests by providing knowledgeable recommendations on wines, spirits, cocktails, and food pairings to enhance their Club Lounge experience.

• Greet each guest as they arrive. Assist with service if required and replenish coffee as time permits.
• Build rapport with all guests at all times, solving problems when able and reporting any complaints or issues immediately to management for resolution. 
• Learn about the hotel’s guests through conversations – to be measured by a minimum standard of learning three pieces of information about at least 10 of the hotel’s guests per day.
• Pass on any sales leads on a daily basis that are obtained during discussions with guests to management.
• Create and maintain a pleasant presentation.
• Maintain a clean area, store food and remove all trash. Take trash out to dumpster as needed.
• Continuously look for cost-effective ways to improve appeal.
• Assists department in maintaining safety equipment and emergency procedures for the safety of all guests and employees.
• Maintains a friendly, cheerful and courteous manner at all times.
• All other duties as assigned, requested or deemed necessary by management.

Education/Formal Training

High School diploma or equivalent

Valid Food Handlers Certification

Valid Basset TiPS Certification

Experience

Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.

Knowledge/Skills

• Must have total understanding of all hotel front office procedures.
• Requires working knowledge of guest services and hotel services, policies or operations.  Working knowledge is generally learned on-the-job.
• Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Must be fluent in oral and written English.
• Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
• Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.

Physical Demands

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

• Ability to read written forms of communication and monochrome computer screen.
• Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
• Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
• 90% of shift is standing, Bending/kneeling - repeated bending and kneeling required
• Mobility - must be able to reach all areas of hotel to assist clients.
• Carrying and lifting of bar equipment, files and office items up to 25 lbs.

Environment

Work inside 95%Material/Equipment used. Prolonged standing at indoor, thermostatically climate-controlled workstation.

Independent PTO plan

Medical, dental, & vision insurance

Eligible to participate in the Company’s 401(k) program with employer matching

Flexible spending accounts options

Basic Life and AD&D insurance

Short-term disability options

Employee Assistance Program

Great discounts on Hotels, Restaurants, and much more

$70k - $80k/Annually