Club Services Manager

JOB SUMMARY

Serves as the Manager on Duty and oversees Club Services operations,
to include, concierge, bell staff, transportation, valet, night audit,
and PBX/communications. Assists in managing the execution of all operations
in the rooms 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. Represents Club management in resolving any member or club
related situation. 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

• 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.

Providing Exceptional
Customer Service

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

• Strives
to continually improve guest and employee satisfaction and maximize
the financial performance of the department.

• 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 all team members meet or exceed all hospitality
requirements.

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.

MIRJ

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.