Bell Person/Ambassador Supervisor

The La Jolla Beach & Tennis Club is currently seeking a highly skilled Bell Person/ Ambassador to join our team at our beautiful oceanfront property

Be a part of the diverse team at La Jolla Beach & Tennis Club, Inc. Our landmark hotels and restaurants have become La Jolla institutions, which are founded on family values and community mindedness. La Jolla Beach & Tennis Club, Inc. offers excellent benefits and a great work environment for our employees.

What we offer:

• Free daily meal and salad bar
• Free parking
• Benefits including: Medical, Dental, Vision, 401K (based on employment status)
• Paid vacation, sick, and holiday time
• Dining discounts for employees (and up to 6 guests) at the Marine Room, The Shores Restaurant, and our Club Dining
• Property retail shop and hotel discounts
• $500 referral bonus for referring new employees to The La Jolla Beach & Tennis Club

What we ask:

• Consistently provide professional, attentive, and genuinely friendly service
• Promote and follow LJBTC, Inc's Signature Service standards and requirements to ensure a lasting impression of exemplary service resulting in satisfied and loyal members and guests

SUMMARY

The Club Bellperson/Ambassador Supervisor directs the Bellperson/Ambassador department, which includes the Ambassador Booth operation as well as the Bellperson team within Guest Services. The Ambassadors are the first persons at the La Jolla Beach & Tennis Club to have contact with the Club members, resort guests, and visitors. As the Club's "Ambassador", supervisor this individual must possess strong customer service skills and consistently provide professional, attentive and genuinely friendly service. The ability to utilize aggressive hospitality skills, make quick decisions and take ownership of requests/needs is required. This individual must be able to effectively supervise the Bell/Ambassador staff to ensure a fluid arrival experience at the Club. This individual also needs to ensure high customer service and be able to resolve issues quickly and efficiently. This person must have the ability to provide concise and accurate directions to the staff and protect the properties from entry by unauthorized persons. The Bellperson/Ambassador Supervisor Guest duties include various services as help with assistance with luggage, inquiries, scheduling, handling guest disputes, internal conflicts, and other customer service needs. This individual must promote and follow LJBTC, Inc.'s Signature Service standards and requirements ensuring a lasting impression of exemplary service resulting in supremely satisfied and loyal members and guests.

Full Time - Flexible Schedule weekends and holidays required

Pay Rate $21/hr.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Overseeing Bell/Ambassador staff, completing all training, assisting with scheduling, holding the team accountable, and any additional tasks that may be provided.
• Leads the team by example in providing +1 service for all hotel guests and members to ensure a welcoming environment for our clientele.
• Using the member system NorthStar to track and log all members who enter property and their guests.
• Uses the opera hotel system to prepare for guest arrival and print parking passes for all hotel guests who enter property.
• Oversees charges for member and hotel guest's fees and uses micros to do so.
• Greets members, guests, and visitors, with a smile.
• Assist with heavy arrival day direction for the team and property placement, planning for any events, member events or holiday activities.
• Assisting with VIP arrivals and ensuring amenities inside the rooms delivered by the bell team
• Must have full availability and able to assist with shift coverage any time throughout the day, and available during all holidays.
• Ensures lobby, bell storage, podiums, port-a-cache and courtyards area is clean and tidy within both properties.
• Monitors resort entrances to ensure that only authorized personnel, guests, and/or visitors enter.
• Responds to all guest/member, employee, and patron requests in a friendly and efficient manner.
• Provides quality service to all members and guests that meets or exceeds expectations by anticipating their needs, always maintaining a polite, friendly, professional demeanor.
• Regulates vehicle and pedestrian traffic at property entrance to maintain an orderly flow with an emphasis on expediency and customer service.
• Registers guests entering the property. Fills out appropriate forms and posts information to computer system.
• Requests identification from guests who are not pre-authorized by the sponsoring member or hotel guests.
• Assists guests and members with directions and instructions, as needed, to area and regional visitor attractions.
• Maintains active communication between various departments
• Uses Voice Mail, outlook email, and 2-way Radio communication at appropriate times.
• Creates and updates current SOPs to keep the training and staff up to date with department procedures and policies.
• Holds all team members accountable to their tasks,and handles internal disputes/conflicts.
• Uses ten codes to communicate via radio to other security officers and staff.
• Ensures accurate and full records of exceptions is kept.
• Interviews, recommends hiring of and supervises ambassador personnel.
• Reviews financial statements and tracks expenses via online checkbooks and ensures expenditures stay within budget limits.
• Assists guests with luggage, answers inquiries and delivers amenities.
• Responds to other guest requests.
• Refers complaints of service shortfalls to designated departments for investigation and follow up.
• Attends the staff meeting held for company managers and supervisors twice monthly.
• Is familiar with hotel facilities and their hours of operation, as well as local events
• Prepares daily, weekly, monthly and other reports.
• Purchases supplies for Ambassador Department
• Strong administrative and organizational skills are a requirement.
• Other duties as may be assigned by department Manager.

OUTCOME

The Bellperson/Ambassador Supervisor will create a positive member, guest and visitor impression. Bellperson/Ambassador Supervisor will ensure a fluid and seamless arrival experience for guest/members/visitors by anticipating the services needed by all arriving parties. The Supervisor's roll in motivation and training will lead to friendly and efficient customer services and will enhance customer satisfaction. The servicing of guests and members in an efficient and positive manner will influence the customers' perception of the company as friendly, helpful, professional and reliable, and will help generate repeat business.

SUPERVISORY RESPONSIBILITIES

Supervises subordinates in the Ambassador Department. Is responsible for the overall direction and coordination of the Club Ambassadors. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

A high school diploma or general education degree (GED); or one to two years' related experience and/or training; or equivalent combination of education and experience.

WRITTEN COMMUNICATION SKILLS

Ability to read, writes, and understands comprehensive correspondence, memos, and reports. Ability to accurately document security related observations and incidents for use by other department members and the management team.

VERBAL COMMUNICATION SKILLS

Ability to effectively and accurately present information in one-on-one and small group situations to customers, guests, members, and employees of the organization. Effective verbal skills while utilizing the phone and radio are essential.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in English to customers, guests, members, and other employees of the organization. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively in English to customers, managers, guests, or employees of organization.

MATHEMATICAL SKILLS

Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

REASONING ABILITY

Ability to apply understanding based on company policies and procedures in carrying out instructions furnished in written, oral, or diagram form. Ability to deal with customer service related problems involving several variables in standardized situations. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

All employees in this position must obtain and maintain current CPR and First Aid Training Cards.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to stand and talk or hear. The employee is frequently required to use hands to finger, handle or feel objects, tools, or controls the employee is occasionally required to walk; sit; and reach with hands and arms. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand, walk and talk or hear. The employee is occasionally required to sit.

The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORKING CONDITIONS

ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee frequently works near moving mechanical parts. The noise level in the work environment is usually moderate to loud. You are also exposed to moving vehicles. Employees are required to perform all tasks as safely as possible and to adhere to the applicable safety procedures.

La Jolla Beach and Tennis Club Inc. is committed to ensuring a safe work environment for all employees. In compliance with federal "Right to Know" requirements, the company freely discloses this information so that all employees are informed about potential hazards in the work place. We encourage all employees to immediately report any known or potentially dangerous hazards to management.

INTERACTION

Employees in this position may interact on a daily basis with numerous departments, safety committee members, guests, club members, and visitors. Employees may occasionally interact with owners and Board Members.

SCHEDULING

This company operates seven days a week, 24 hours a day. At times it may be necessary to move you from your accustomed shift if business, staffing, or task assignments demand. In addition, it should be understood that business needs determine the number of hours that you work.