Club Level Supervisor

4 weeks ago

Chicago, United States The Langham Full time

Job Summary
- **PRIMARY OBJECTIVE OF POSITION**:

- Requirement
- **RESPONSIBILITIES AND JOB DUTIES**:
- At all times strive to represent Langham in the most professional and courteous manner.
Be informed about daily operations and events.
Be present in the guest area during high traffic times to assist the Club Lounge colleagues and to ensure smooth operations.

Monitor service levels and guest satisfaction, addressing any issues or concerns in a timely manner.

Foster a positive and collaborative work environment, promoting teamwork and accountability.

Lead by example, demonstrating excellent service standards and attention to details.

Provide personalized service to Club Lounge guests, anticipating their needs and preferences.

Handle guest inquiries, requests, and complaints professionally and courteously.
- Ensure Show Time is conducted in all areas and all colleagues are fully versed in Langham’s company philosophy, brand standards and Forbes service standards.
Ensures all colleagues are trained on defect resolution skills with appropriate follow up processes in place.
Ensures that Langham’s Brilliant program for guests is in place and executed according to Brilliant/Langham Hospitality Group standards.
Uses training and development tools and creates a culture of empowerment for hourly colleagues to make decisions which will lead to creating great memories for our guests.
Ensures that daily training is provided for technical skills, hospitality updates, communication, management, and organizational skills and leads by example.
Assists in Club Lounge food service, cleaning, or related guest service activity.
Performs other duties as requested. For example, special requests from guests or special projects from departmental managers.
Be knowledgeable about all emergency plans and know how to act upon them.
Run shift reports and review Club Lounge colleague checklists to ensure compliance and completion.
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Club Level Supervisor is to be fully versed on the Langham Brand Standards, Forbes Service Standards and Front Office operating systems to develop, support, and ensure performance accountability for the Club Lounge team.

**PHYSICAL DEMANDS**:
- Requires walking or standing to a significant degree.
Ability to lift 20 lbs.

**SPECIAL SKILLS REQUIRED**:
- Ability to read, write, speak, and understand the English language to communicate with guests and team members.
Thorough organizational and supervisory skills proficient in accomplishing the task.
Ability to coach and develop subordinates to encourage their growth in the hotel and hotel company.
Ability to analyze complex statistical data and make judgments accordingly.
Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.

**EDUCATION REQUIRED**:
- High School Diploma required. College degree in the hospitality field preferred.

**EXPERIENCE REQUIRED**:
- Minimum of 6 months’ experience in a Front Office role, preferably in luxury hotel in a supervisory role.
Strong Leadership abilities with excellent communication and interpersonal skills.
Ability to multitask and thrive in a fast-paced, dynamic environment.
Proven record of delivering exceptional guest service and maintaining high standards of quality.
Knowledge of food and beverage operations, including wine service and mixology.
Flexibility to work mornings, evenings, weekends and holidays as needed.

**LICENSES OR CERTIFICATES**:
- CPR Certification and/or First Aid Training preferred. Ability to obtain any government required license or certificate.

**_EOE, Including Disability/Veterans_**
- Terms of employment
Full time

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