Citrus Club Operations Supervisor

2 weeks ago

Phoenix, Arizona, United States Pyramid Global Hospitality Full time
Position Overview

The Citrus Club is a premium, adults-only lounge providing exceptional concierge services, a refined selection of beverages, and buffet-style dining exclusively for guests aged 21 and over.

This venue offers a superior experience where luxury service flourishes, reminiscent of the historic Arizona Biltmore citrus groves.

As a Citrus Club Operations Supervisor, you will be responsible for managing the elevated and tailored VIP experiences associated with the daily and anticipated operations of the Citrus Club.

Your duties will encompass overseeing the Pre-Arrival, Arrival, In-House, Departure, and Post-Stay Experiences. It is essential to ensure that all guests receive a warm and personalized welcome.

Coordination of site inspections and travel familiarization tours will be conducted in collaboration with Sales, Marketing, and Conference Managers. Experience in ordering and scheduling within the food and beverage and accommodations sectors is preferred.


Key Responsibilities:
  • Manage the elevated Citrus Club experience, including Pre-Arrival Communication, Email Correspondence, Arrivals, In-House, Departure, and Post-Stay experiences.
  • Support the Director of Guest Experience with all aspects of ordering, forecasting, scheduling, and food & beverage activations.
  • Assist in the recruitment, training, coaching, and development of team members in alignment with Forbes Travel Guide Standards.
  • Ensure daily pre-shift briefings for team members covering all operational requirements.
  • Oversee Travel Familiarization and Site Inspection experiences within the Citrus Club.
  • Complete and update checklists as necessary.
  • Address guest complaints through thorough research to identify effective solutions and negotiate outcomes.
  • Supervise Food & Beverage offerings in the Citrus Lounge, including product ordering, cleanliness for health inspections, and monitoring presentation and expenses.
  • Ensure the elevated presentation of all food and beverage items.
  • Collaborate with the Director of Guest Services to manage inventory of liquor and food & beverage supplies.
  • Participate in all relevant hotel operational meetings in the absence of the Director of Concierge & Guest Experience.
  • Coordinate with Personal Concierge Team Members for Pre-Arrival, Arrival, In-House, Departure, and Post-Departure Experiences.
  • Ensure all checklists are completed and signed off by the end of each shift.
  • Provide training and technical system functionality based on Forbes Standards.
  • Prepare welcome drinks, chilled towels, and other items to ensure success for all travel fam and site inspections.
  • Manage the ordering of necessary food and beverage items and maintain scheduling and forecasting experience.
  • Work closely with various departments including Food & Beverage, Culinary, Sales, Marketing, Front Office, Housekeeping, and Engineering to address operational needs.
  • Offer guidance and support to all Personal Concierge and pantry team members.

This is a full-time role requiring availability for days, nights, weekends, and holidays.

The shift for this position is flexible, with typical hours including: (1) 5:30 AM - 2 PM, (2) mid-shift, or (3) 2 PM - 10:30 PM.

Qualifications:
Prior leadership experience is preferred.
Experience in Front Office and/or Concierge roles is preferred.
Luxury hotel experience is preferred.
Food Handler Certification and TIPS Certification are required.
Strong attention to detail, excellent communication skills, and a proactive attitude are essential.
Demonstrated problem-solving abilities and a sense of ownership and initiative are crucial.

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