at Pacific Langham Chicago Corporation in Chicago, Illinois, United States
Job Description
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 Quality League tools and helps to 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, Tripadvisor, 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.
• Monitor the arrival and departure time for VIP guests and give a personal welcome and farewell.
• Coordinate and ensure that all limo arrivals and departures are personally welcomed and given a farewell.
• 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 VIP and, Sunshine guests, challenges with suite inventory, departure times, etc.
• Assist the Front Office MOD’s with lobby presence during peak times.
• 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
