Club Lounge Manager

Job Description

JOB SUMMARY Responsible for the operation of the club lounge, ensuring that the highest levels of hospitality and service are provided. Areas of responsibility include guest and employee engagement, and human resources. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Maintains condition of the club lounge and orders supplies and equipment. CANDIDATE PROFILE Education and Experience

• High school diploma or GED 4 years experience in the guest services, front desk, housekeeping, or related professional area. OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major 2 years experience in the guest services, front desk, housekeeping, or related professional area.

CORE WORK ACTIVITIES Supporting Operations and Management of the Club Lounge

• Ensures that all company standards are being maintained in each area of the club lounge.
• Ensures all team members meet or exceed all brand requirements.
• Supervises all areas of club lounge operations in the absence of Room Operations management.
• Maintains working condition of club lounge equipment and orders supplies as necessary.
• Promotes both Guarantee of Fair Treatment and Open Door policies.
• Ensures employees have the proper supplies and uniforms.
• Understands night audit procedures and being able to comprehend and utilize reports as necessary.
• Understands and complies with loss prevention policies and procedures.
• Opens and closes Front Desk/ Housekeeping shifts and ensures completion of assigned shift checklist and other duties.
• Provides a safe working environment in compliance with OSHA/MSDS.
• Coordinates with Food and Beverage to support lounge operations.
• Complies with all corporate accounting procedures.
• Performs required annual quality audit.

Supporting the Management and Development of Club Lounge Team . Stays readily available/approachable for all employees.

• Extends professionalism and courtesy to employees at all times.
• Leads by example demonstrating self-confidence, energy and enthusiasm.
• Assists/teaches team managers scheduling against guest and hours/occupied room goals.
• Sets clear performance expectations with club lounge employees.
• Assists team supervisors with constructive coaching and counseling.
• Solicits feedback for continuous improvement.

Managing the Guest Experience

• Extends professionalism and courtesy to guests at all times.
• Motivates and encourages staff to solve guest and employee related concerns.
• Provides excellent customer service by being readily available/approachable for all guests.
• Coordinates customer group requests.
• Takes proactive approaches when dealing with guest concerns.
• Assists employees in understanding guests ever-changing needs and expectations, and how to exceed them.

Conducting Human Resource Activities

• Trains staff and monitors adherence to all relevant policies and procedures.
• Communicates performance expectations employees in accordance with job descriptions for each position.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Ensures that all relevant training is provided to employees in a timely fashion.

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• Assists in performing the payroll function.
• Oversees daily shift operations and ensures compliance with all policies, standards and procedures. . Takes proactive approaches when dealing with employee concerns.

MANAGEMENT COMPETENCIES Leadership

• Adaptability - Determines how change impacts self and others displays flexibility in adjusting priorities and communicates both the reasons for change and how it impacts the workplace.
• Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner appropriately interprets verbal and non-verbal behavior and models active listening to ensure understanding..
• Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
• Driving for Results - Sets high standards of performance for self and/or others assumes responsibility for work objectives initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the companys service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives utilizes differences to drive innovation, engagement and enhance business results and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challengeso Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.
  • General Hotel Operations - Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities. o Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).o Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
  • Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
  • Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Ensure that you are in compliance with your department control self-assessment tool.When you join the Sheraton family, you become a member of its global community. Weve been a place to gatherand connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We welcome guests through engaging experiences and thoughtful service. If youre a team player who is excited to deliverameaningful guest experiences, we encourage you to exploreyour next career opportunitywith Sheraton.

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About Company

Marriott Hotels & Resorts is Marriott Internationals brand of full-service hotels and resorts based in Bethesda, Maryland. As of June 30, 2020, there were 582 hotels and resorts with 205,053 rooms operating under the brand, in addition to 160 hotels with 47,765 rooms planned for development