Club Lounge Supervisor - The Ritz-Carlton

About the role

The Ritz-Carlton, Chicago, a luxury hotel in the historic Gold Coast, offers guests an array of amenities and experiences, from shopping along Michigan Avenue to visiting world-renowned museums. The Club Lounge Supervisor oversees the exclusive Club Lounge, ensuring guests receive personalized, anticipatory service.

Responsibilities

• Oversee the Club service for guests and ensure a quality experience with high food quality standards and service.
• Prepare food and beverage for the club room.
• Maintain clean and sanitary kitchen and club areas.
• Provide information concerning the hotel and the city to guests and service their immediate needs.
• Oversee the team of Club Lounge Attendants.
• Work in concert with the Club Lounge Manager and assist as necessary.
• Aid in training and on-boarding of new ladies and gentlemen.
• Aid in coaching and counseling of ladies and gentlemen.
• Act as a line of support to ladies and gentlemen with guest concerns.
• Set-up and maintain continental breakfast buffet, honor bar and hors d'oeuvres.
• Offer services of ticket agencies, limousine service and tour guide organizations to guests.
• Service each guest comment/complaint according to procedure - escort and service VIP guests.
• Prepare food and beverage items and set out all hot and cold food items following all food safety regulations.
• Replenish all food and beverage items during the meal period.
• Ensure all foods are kept at safe temperatures.
• Ensure all tables are bussed and cleaned throughout the entire time club hour are open.
• Ensure all tables are properly cleaned, and dining area is vacuumed.
• Greet each guest as they arrive. Assist with service if required and replenish coffee as time permits.
• Build rapport with all guests at all times, solving problems when able and reporting any complaints or issues immediately to management for resolution.
• Learn about the hotel’s guests through conversations - to be measured by a minimum standard of learning three pieces of information about at least 10 of the hotel’s guests per day.
• Create and maintain a pleasant presentation.
• Maintain a clean area, store food and remove all trash. Take trash out to dumpster as needed.
• Continuously look for cost-effective ways to improve appeal.
• Maintains a friendly, cheerful and courteous manner at all times.

Requirements

• High school education or equivalent.
• ServSafe Food Handler Certificate or equivalent.
• Bassett TIPS Certification or equivalent.
• One year previous customer service related experience.
• High school graduate level mathematical aptitude, know ordering procedures and be knowledgeable of safe food handling processes.
• Past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Proficient in professional oral and written English.
• Manual coordination to punch buttons, grasp items in hand, and to balance and carry trays loaded with food and beverages.
• Lifting trays, dish racks, glass racks, etc. 20 -40 lbs.
• Pushing carts, Queen Marys, hotbox, portable bar 50 -100 lbs.
• Bending/kneeling Ability to bend to lower level cabinets and lift trays.
• Climbing approximately 12 steps 20% of 8 hours.
• No driving required.
• Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.

Qualifications

• High school graduate or equivalent.
• Must have ServSafe Food Handler Certificate or equivalent.
• Must have Bassett TIPS Certification or equivalent.
• One year previous customer service related experience.
• High school graduate level mathematical aptitude, know ordering procedures and be knowledgeable of safe food handling processes.
• Past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Proficient in professional oral and written English.
• Manual coordination to punch buttons, grasp items in hand, and to balance and carry trays loaded with food and beverages.
• Lifting trays, dish racks, glass racks, etc. 20 -40 lbs.
• Pushing carts, Queen Marys, hotbox, portable bar 50 -100 lbs.
• Bending/kneeling Ability to bend to lower level cabinets and lift trays.
• Climbing approximately 12 steps 20% of 8 hours.
• No driving required.
• Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.