Club Lounge Attendant

4 weeks ago

Norfolk Virginia, United States Professional Hospitality Resources, Inc. and Ocean Beach Club LLC Full time
Overview:
The Club Attendant is responsible for delivering exceptional guest service to all guests of the club level. The Club Attendant ensures efficient day to day operations of the club lounge, cleanliness and safety the lounge at all times, food and beverage set up and delivery to standard to ensure an above average guest experience. The successful Club Attendant will be friendly, professional, well groomed, have basic bartending skills and have exemplary attendance.

Responsibilities:
Responsibilities of Gold Key|PHR hourly Associates:

Know your job.  Complete job skills training and possess a clear knowledge of the job, know property standards, listen attentively in Pre-shift and ask for clarification of assignments and expectations. Apply experience and training to accomplish tasks.

Be on time.  Follow attendance guidelines and reports to work on time, and in uniform and follow clock in and out procedures.

Be on stage.  Associates are friendly, approachable, and always willing to assist.  Associates must follow property personal appearance standards, is well groomed, in uniform and practices good personal hygiene

Serve. Conduct yourself professionally and collaboratively with Guests and fellow Associates an in accord with the company’s service culture, “The Keys to Making it Right.”

Work smart. Understand the needs of the shift, use resources properly, complete all assignment methodically and promptly without losing attention to details.

Use your tools. Use the approved tools and checklists to complete assigned tasks.

Measure Up. Associate produces work that meets the standards of the department in terms of volume and quality.  Associate meets goals and measures as defined by Department Leadership.

Respect the space. Keep your work area clean and organized. Report any deficiencies promptly to your Supervisor.

Be safe. Report unsafe work conditions or practices and safety or security violations in accordance with company policy.  

Support the Team: Cooperate with other associates and supervisors striving to create a positive work environment. Support team efforts through carrying out responsibilities in a constructive and professional manner.

Other duties as assigned.

Provide elevated, personalized service for every guest with critical attention to detail. Interact with each Club guest to ensure needs are met and communicated throughout the hotel. This may include requests for transportation, restaurant reservations, special amenities and local attraction recommendations.

Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion.

Proper set-up of all Food and Beverage presentations ensuring guest satisfaction with offerings and service.

Proper clearing and cleaning of all dishes and associated utensils required for food service.

Bartending duties are an essential function of this role.

Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner.

Review designated in-house and arrival guest lists and be familiar with guest’s names and room locations.

Perform Pre-Arrival to verify information and anticipate guest needs.

Perform a welcome call to guests 15 minutes after arrival to offer additional services and ensure satisfaction.

Review designated in-house and arrival guest lists and be familiar with guest’s names and room locations.

Resolve guest complaints ensuring their complete satisfaction with resolution, following up accordingly with hotel departments and guest.

Monitor and maintain the cleanliness and working condition of department equipment and supplies. Uphold uncompromising levels of cleanliness for Club Lounge and room floors.

Prepare work orders for maintenance repairs and distribute to Engineering.

Qualifications:
TypeQualification

EducationHigh School Graduate

ExperienceA minimum of two years customer service experience as a concierge or in a related field working with a full service hotel

SkillAbility to speak English fluently; ability to write clearly and legibly.

SkillExcellent communication skill both in person and over the phone.

SkillProficiency with computers and software programs, such as, Microsoft Word and Excel. Ability to "surf" the net to assist with directions and "what's happening around town".

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