Club Lounge and Guest Relations Manager

JOB SUMMARY

Assists in managing the execution of all operations in the rooms area
departments (e.g.,Front Office, Engineering/Maintenance, Housekeeping)
and managing staff. Strives to continually improve guest and employee
satisfaction and maximize the financial performance of the department. Monitors
compliance with standards and procedures. Leads specific team while assisting
with meeting or exceeding property goals.

CANDIDATE
PROFILE

Education and Experience

• High school diploma or GED; 4 years experience in the guest services, front
desk, housekeeping, or related professional area.

OR

• 2-year
degree from an accredited university in Hotel and Restaurant Management,
Hospitality, Business Administration, or related major; 2 years experience
in the guest services, front desk, housekeeping, or related professional
area.

CORE WORK ACTIVITIES

Leading Room Operations Team

• Verifies that goals
are being translated to the team as they relate to guest tracking
and productivity.

• Creates and nurtures a property environment
that emphasizes motivation, empowerment, teamwork, continuous improvement and
a passion for providing service.

• Understands employee and guest
satisfaction results and developing game plans to attack need areas and expand
on the strengths.

• Verifies that the team has the capabilities to meet
expectations.

• Leads by example demonstrating self-confidence, energy
and enthusiasm.

• Assists employees in understanding guests’
ever-changing needs and expectations, and exceeding them.

Managing Property Rooms Operations Function(s)

•
Assists in managing the execution of all operations in the rooms area
departments (e.g., Front Office, Engineering/Maintenance, Housekeeping).

• Follows property specific second effort and recovery plan.

•
Publishes all guest satisfaction results in a timely fashion including all guest
satisfaction forms, comment cards and guest letters.

• Takes proactive
approaches when dealing with employee concerns.

• Extends professionalism
and courtesy to employees at all times.

• Communicates/updates all goals
and results with employees.

• Meets semiannually with staff on
a one-to-one basis.

• Assists/teaches the team scheduling against guest
and hours/occupied room goals.

• Performs hourly job functions
as needed.

• Performs other duties, as assigned, to meet business
needs.

Managing and Monitoring Activities that Affect
the Guest Experience

• Understands the brand's service
culture.

• Provides excellent customer service by being readily
available/approachable for all guests.

• Strives to continually improve
guest and employee satisfaction.

• Takes proactive approaches when
dealing with guest concerns.

• Extends professionalism and courtesy
to guests at all times.

• Responds timely to customer service department
request.

• Verifies that all team members meet or exceed all hospitality
requirements.

Managing Profitability

•
Assists in performing required annual Quality audit with General Manager (GM)
& Regional Director (RD).

• Verifies that a viable key control
program is in place.

• Reviews financial statements, sales and activity
reports, and other performance data to measure productivity and goal achievement
and to determine areas needing cost reduction and program improvement.

•
Strives to maximize the financial performance of the department.

Conducting Human Resources Activities

• Interviews
and assists in making hiring decisions.

• Receives hiring recommendations
from team supervisors.

• Verifies that orientations for new team members
are thorough and completed in a timely fashion.

• Solicits employee
feedback, utilizes an “open door” policy, and reviews employee satisfaction
results to identify and address employee problems or concerns.

• Verifies
property policies are administered fairly and consistently, disciplinary
procedures and documentation are completed according to Standard and Local
Operating Procedures (SOPs and LSOPs) and support the Peer Review Process, where
applicable.

• Celebrates successes and publicly recognizes
the contributions of team members.

Every day, we set
the standard for rare and special luxury service the world over and pride
ourselves on delivering excellence in the care and comfort of our
guests.

Your role will be to ensure that the “Gold Standards”
of The Ritz-Carlton are delivered graciously and thoughtfully every day.
The Gold Standards are the foundation of The Ritz-Carlton and are what guides
us each day to be better than the next. It is this foundation and our belief
that our culture drives success by which The Ritz Carlton has earned
the reputation as a global brand leader in luxury hospitality. As part of our
team, you will learn and exemplify the Gold Standards, such as our Employee
Promise, Credo and our Service Values.

And our promise to you is that we offer the chance to be proud of the work
you do and who you work with.

In joining The Ritz-Carlton,
you join a portfolio of brands with Marriott International. Be where
you can do your best work, begin your purpose, belong to
an amazing global team, and become the best version
of you.