Club Level Manager

Primary Objective Of Position

The Club Level Manager will ensure the highest level of service for all hotel Club guests. The Club Level 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 Brilliant recognition program for guests is in place and executed according to Brilliant/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 labor costs.

· 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.

· Assists the front office with the management of the arrivalqueue and avoid unnecessary and excessive delays on high demand days and weekends.

· Works as a liaison between Sales and the Front Desk to maximize the overall experience for Sales and Group VIP guests.

· Coordinates VIP arrival times and special requests with housekeeping and engineering.

· Coordinates VIP amenities and delivery times with Private Kitchen.

· Monitors the arrival and departure time for VIP guests and gives a personal welcome and farewell.

· Ensures follow up throughout the guest stay for all VIP guests.

· Ensures that all VIP guest needs are communicated throughout the respective departments and the hotel.

· Holds weekly meetings with the MOD’s and Housekeeping to review and discuss strategies.

· Assists the Front Office MOD’s with lobby presence during peak times.

· Actively promotes Chuan Spa and the F&B outlets to club guests and all hotel VIP guests.

· Attends key hotel operational meetings and communicates appropriately with subordinates so that all colleagues are well informed. Initiates monthly departmental meetings.

· Assists with the awareness and promotion of all Room and F&B promotions.

· Maintains strong relationships with the Culinary team and Food & Beverage team re daily food and beverage presentations.

· Other duties as assigned by the 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.

· Ability to use the PMS and Brilliant programs and guest room key making system.

· Ability to solve challenges and use good judgment when interacting with guests and colleagues.

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 with preferredexperience in Food and Beverage.

Licenses Or Certificates

Food and beverage handler certificates required.

EOE, Including Disability/Veterans