Job Description

Why us?

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.

As the Club Lounge Supervisor, you will lead the daily operations of our exclusive Club Lounge, ensuring every guest receives the personalized, anticipatory service that defines The Ritz-Carlton experience. You will inspire and support a team of Ladies and Gentlemen, oversee food and beverage presentation, maintain exceptional service standards, and create memorable moments that exceed guest expectations. Through your leadership, attention to detail, and commitment to excellence, you will cultivate lasting relationships with guests while fostering a collaborative and service-driven environment for your team.

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 embody the values that make us the world's finest luxury brand. In a diverse and inclusive environment where individual aspirations are supported and quality of life is enhanced, you will have the opportunity to lead by example, develop future hospitality professionals, and create exceptional experiences for our guests and one another every day.

Oversee the Club service for our guests and ensure a quality experience which includes excellence in guest satisfaction with the highest food quality standards and service. Prepare food and beverage for the club room. Maintain clean and sanitary kitchen and club areas. Provide information concerning the hotel and the city to the guests and service their immediate needs as thoroughly as possible.

Responsibilities

• Oversee the team of Club Lounge Attendants
• Work in concert with the Club Lounge Manager and assist as necessary
• Assist in training and on-boarding of new ladies and gentlemen
• Assist in coaching and counseling of ladies and gentlemen
• Act as a line of support to ladies and gentlemen with guest concerns
• Set-up and maintain continental breakfast buffet, honor bar and hors d'oeuvres.
• Provide information and assist guests concerning: restaurants, theater/musical productions, airlines, automobile, rental, transportation directions, office services, beauty/barber establishments, any other appropriate services and render the services of reservations for such.
• Offer services of ticket agencies, limousine service and tour guide organizations to guests.
• Service each guest comment/complaint according to procedure - escort and service VIP guests.
• Prepare food and beverage items and set out all hot and cold food items following all food safety regulations.
• Replenish all food and beverage items during the meal period. Keep all items fully stocked even up until the last minute we are open. Ensure all foods are kept at safe temperatures.
• Keep all tables bussed and cleaned throughout the entire time club hour are open. Ensure all tables are properly cleaned, and dining area is vacuumed.
• Greet each guest as they arrive. Assist with service if required and replenish coffee as time permits.
• Build rapport with all guests at all times, solving problems when able and reporting any complaints or issues immediately to management for resolution.
• Learn about the hotel’s guests through conversations – to be measured by a minimum standard of learning three pieces of information about at least 10 of the hotel’s guests per day.
• Pass on any sales leads on a daily basis that are obtained during discussions with guests to management.
• Create and maintain a pleasant presentation.
• Maintain a clean area, store food and remove all trash. Take trash out to dumpster as needed.
• Continuously look for cost-effective ways to improve appeal.
• Assists department in maintaining safety equipment and emergency procedures for the safety of all guests and employees.
• Maintains a friendly, cheerful and courteous manner at all times.
• All other duties as assigned, requested or deemed necessary by management.

Qualifications

Education/Formal Training

High school education or equivalent.

Must have ServSafe Food Handler Certificate or equivalent.

Must have Bassett TIPS Certification or equivalent.

Experience

One year previous customer service related experience.

Knowledge/Skills

• Must have high school graduate level mathematical aptitude, know ordering procedures and be knowledgeable of safe food handling processes.
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Must be proficient in professional oral and written English.
• Must have vision ability to read written communications and handle paperwork processing

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lifting trays, dish racks, glass racks, etc. 20 -40 lbs. Pushing carts, Queen Marys, hotbox, portable bar 50 -100 lbs.
• Must have manual coordination to punch buttons, grasp items in hand, and to balance and carry trays loaded with food and beverages.
• Bending/kneeling: Ability to bend to lower level cabinets and lift trays.
• Mobility: Maneuver in narrow areas and between seated guests.
• Continuous standing required to service guest functions; 100% of the time scheduled.
• Climbing approximately 12 steps 20% of 8 hours.
• No driving required.
• Must have moderate comprehension and literacy to read use records and all special requests.
• Must have ability to perform multiple tasks at one time, must be able to follow verbal and written instruction, and be able to communicate both verbally and in writing.
• Must be highly organized and able to pay attention to sound and sight details in crowded and noisy situations, particularly when handling multiple tasks.
• Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.

Environment

Physically strenuous: prolonged standing, walking, lifting and carrying throughout entire shift in 95% indoor environment. Going in the freezer temperatures can be -10 degrees.

Benefits

Medical

Dental

Sick

Vacation

Marriott Hotel Discounts

$25 - $28/hourly