Club Lounge Manager - The Ritz-Carlton

Club Lounge Manager

Iconic architecture, a thriving culinary scene, beautifully landscaped public spaces, and an array of museums are just part of what draws visitors to the Windy City. At The Ritz-Carlton, Chicago, a luxury hotel set atop Water Tower Place in the historic Gold Coast, guests have every opportunity to explore the city—from shopping along Michigan Avenue to viewing world-renowned works at the Art Institute.

Yet with our hotel's spa, rooftop lounge, locally inspired restaurant, indoor lap pool, and spacious accommodations overlooking the city, guests may never want to leave.

The Ladies and Gentlemen in the Club Lounge are dedicated to delivering personalized, anticipatory service that creates memorable experiences for every guest. As the Club Lounge Manager, you will lead the daily operations of the Club Lounge, inspiring and developing a team committed to The Ritz-Carlton's legendary service standards. You will oversee the guest experience, ensure exceptional food and beverage presentation, maintain the highest operational and quality standards, and build meaningful relationships with guests through thoughtful, personalized service.

By fostering a culture of excellence, accountability, and teamwork, you will create Ritz-Carlton guests for life while driving operational success and elevating the Club Lounge experience.

Recognized as "the gold standard" of hospitality, The Ritz-Carlton selects only the most passionate and skilled hospitality professionals. As one of our Ladies and Gentlemen, you will reflect the values that make us the world's finest luxury brand. Here, in a diverse environment where individual aspirations are fulfilled and quality of life is enhanced, you will be inspired to lead by example, empower your team to achieve their fullest potential, and create exceptional moments for our guests and each other.

Through your leadership, passion for hospitality, and commitment to continuous improvement, you will help ensure the Club Lounge remains a hallmark of luxury, personalized service, and unforgettable guest experiences.

Oversees and manages the guest experience for arriving, departing and in-house club lounge guests and VIP's as determined by the hotel by ensuring accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Manages and elevates the guest experience through activations and hotel presence within the Front Office and Culinary teams. Oversees and manages all aspects of the club lounge program to provide exceptional and personalized experiences for our most loyal guests.

Promotes a safe environment and quality services to achieve maximum guest satisfaction and financial success.

• Orchestrates, details, welcomes, develops and coordinates VIP arrivals in the club lounge.
• Orchestrate the Front Office, Housekeeping, Concierge, and Restaurant outlets to provide a seamless experience for our guests throughout their stay.
• Oversee set-up and maintain continental breakfast buffet, honor bar and hors d'oeuvres.
• Work closely with the Executive Office to identify areas of improvement in the Guest Experience.
• Fulfill the increasing demand for management presence on weekend to specifically cater to our premium guest.
• Execute last minute High-end Retail clientele, arrivals and departures that meet and exceed expectations.
• Spearhead communication with room departments regarding guest loyalty program to include communicating prior to arrival, personalizing service before/during/after the stay, updating guest profile database, deciding and executing against all profile and special requests.
• Determine and order all supplies and maintain inventory control minimizing unnecessary expenses.
• Provide elevated customer service through pre-arrival engagement with guests of the loyalty programs as well as VIPs (research their preferences and successfully execute against all requests).
• Contact in-house VIPs and high value guests of the loyalty program to gain insight about their stay.
• Follow-up on any complaints or problems a guest may experience in a timely and professional fashion and determine response to…