Club Lounge Supervisor

Job description

At more than 80 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. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

Desired profile

Qualifications :

Job Summary

The Club Supervisor is responsible for executing the day-to-day operations of the hotel Club Floors under the direction and guidance of the Assistant Club Manager

The incumbent in the position ensures The Ritz-Carlton Club Operations delivers products and services that meet Ritz-Carlton's target customer needs, and ensure satisfaction of the ladies and gentlemen in the RC Club.

Club Supervisor energizes the Gold Standards, live the Ritz-Carlton philosophy, develops and implements hotel-wide strategies that are aligned with the company's strategic objectives or Key Success Factors, ultimately providing a return on investment to the owner and The Ritz-Carlton Hotel Company.

The primary responsibilities of the role include:

· 
Set expectation and hold Club Level team accountable for implementing the operations strategy and RC Club initiatives throughout all aspects of RC Club operations.

· 
Direct the daily activities of RC Club according to Ritz-Carlton operating standards to ensure brand integrity.

· 
Assist Club / FOH Manager to select, develop and retain diverse workforce.

· 
Effectively manage performance through PDR, build team synergy, embrace and enliven The Employee Promise on a daily basis to enable business success.

· 
Ensure products and services delivered by RC Club Operations meet or exceed guest expectations, create customer loyalty, and enhance The Ritz-Carlton Mystique.

· 
Lead RC Club Team in executing The Gold Standards and continually focus on improving guest satisfaction

· 
Live The Ritz-Carlton philosophy and emphasize the importance of the company's values on a daily basis

· 
Participate in daily line-up, energize The Gold Standards and model desired service behaviors in all interactions with guests and employees.

· 
Assist Club Manager to develop an operations strategy for RC Club that is aligned with Ritz-Carlton's business strategy.

· 
Build support for and champion the accomplishment of key Ritz-Carlton organizational objectives including brand initiatives.

· 
Continually communicate a clear and consistent message regarding departmental vision and goals to produce desired results.

· 
Live The Employee Promise by supporting decisive actions taken by employees who pursue important Ritz-Carlton organizational objectives, even if such actions are not completely successful.

· 
Introduce needed change, even in the face of opposition; take calculated risks to move the department or team forward.

· 
Establish and maintain open, collaborative relationships with direct reports and entire RC Club team. Ensure direct reports do the same for their team.

· 
Utilize employee feedback and an “open door” policy to identify and address employee problems or concerns in a timely manner. Ensure employees are treated fairly and equitably. When necessary facilitate a beneficial resolution of team conflict.

· 
Encourage others to share their points of view even if different from his/her own. Utilize the different perspectives of team members to their fullest extent to achieve business success.

· 
Use technology to professionally communicate and influence throughout the organization.

· 
Demonstrate business ethics and personal integrity (i.e., is widely trusted; is seen as a direct, truthful individual).

· 
Is highly visible and interfaces with customers on a daily basis to obtain feedback on quality of RC Club's products, service levels and overall satisfaction; effectively respond to and resolve guest problems and complaints in a timely manner.

· 
Ensure that a customer recognition program is in effect throughout all RC Club areas; maintain active guest database by keeping track of guest history and guest preferences to anticipate guest needs. Energize guest preference collection process.

· 
Celebrate successes and publicly recognize the contributions of team members; ensure recognition occurs throughout the division.

· 
Ensure Rooms/brand initiatives are implemented and communicate follow-up actions to team as necessary.

· 
Participate in/conduct daily line ups and monthly departmental meetings

· 
Attend DH meetings and Rooms Line ups in the absence of Club Manager

· 
Communicate anticipated business demands daily with each employee

· 
Evaluate the staffing requirement and prepare work schedules weekly for the assigned staff, adhering budget goals

· 
Ensure that Club Lounge is never left unattended

· 
Develop and use systems and processes to organize and keep track of information.

· 
Make key decisions to keep the operation running smoothly sometimes with incomplete information and under tight deadlines and pressure.

· 
Create an atmosphere in all RC Club areas that meets or exceeds guest expectations and enhance The Ritz-Carlton Mystique.

· 
Participate in walk-through of the RC Club Floors including Club Lounge, pantry and stores to ensure guest rooms, public space and heart of the house areas are well maintained and preventative processes are in place.

· 
Monitor and maintain cleanliness and working condition of department equipment and supplies.

· 
Ensure staff's knowledge of hotel services, features, and amenities

· 
Ensure that the RC Club staff grooming is maintained to the highest possible standard

· 
Assist the team whenever necessary in performing all job functions

· 
Set expectations and hold RC Club team accountable for demonstrating desired service behaviors as outlined in The Rooms Basics. Ensure guest expectations are met or exceeded from beginning to end of service experience (e.g., warm welcome, check-in/out, fulfillment of special requests, fond farewell). Observe service behaviors of employees and provide timely feedback to individuals, and to the Club Manager on staff performance; continuously focuses on improving service performance.

· 
Empower employees to provide excellent guest service. Assist Club Manager in conducting training and establishing guidelines so that employees understand expectations and parameters of empowerment.

· 
Ensure hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures (SOPs); consults Human Resources as necessary.

· 
Establish a good rapport with service providers such as restaurants outside of the hotel, so that our guests receive personal service all over the city

· 
Ensure that all departments are fully acquainted with Club Lounge Services

· 
Seek out others for information, support, guidance and assistance as necessary.

· 
Assist Club / FOH Manager to select RC Club team members with the appropriate skills and in a timely manner to meet the business needs of the operation, ensuring “the right people are placed in the right positions”. Use approved selection tools and processes to select talent (e.g. Quality Selection Process (QSP)).

· 
Ensure new hires participate in the division's orientation program and receive the appropriate new hire training to successfully perform their job.

· 
Ensure service, technical skills and leadership training occurs throughout the department; ensure team members are cross-trained to support successful daily operations.

· 
Readily critique own behavior to acknowledge mistakes and improve future leadership performance.

· 
Act independently to improve and increase skills and knowledge.

· 
Perform all technical/procedural requirements of the job.

· 
Attend all compulsory trainings and meetings

· 
Maintain complete knowledge of:

· 
Hotel features/services, hours of operations

· 
Hotel room types, numbers/names, layout, amenities and locations

· 
Hotel room rates, special packages and promotions

· 
Daily Club and suite rooms count and expected arrivals/departures

· 
Scheduled daily group activities, names and location of meeting/banquet rooms

· 
Local events, attraction, holiday schedules

· 
Maintain complete knowledge of all Buffet items, product brands, alcoholic and non-alcoholic beverages available in the Club Lounge

· 
Maintain complete knowledge of and strictly abide by liquor regulations, particularly those prohibiting taking alcohol off premises, service to minors, intoxicated individuals and driving under influence of alcohol

· 
Strive for continuous improvement in food presentations and cutting edge service styles

· 
Prepare special reports and handle special projects as directed by Club / FOH Manager

· 
Successful completion of the training/certification process

· 
Show respect to diversity by using only official language “English” at work place

The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.