Assistant Club Lounge Manager

Entry level management position responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell / Door Staff, Switchboard, and Guest Services / Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 2 years experience in guest services, front desk, or related professional area.
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supports daily operations and understands employee roles to perform duties in their absence.
• Coaches, counsels, and encourages employees; handles questions and concerns.
• Supports all Front Office areas in the absence of the Front Office or Front Desk Manager.
• Guides daily Front Desk shift operations and communicates performance expectations.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Manages daily operations, ensuring quality, standards, and customer expectations are met.
• Develops goals and plans to prioritize and organize work.
• Handles complaints, disputes, grievances, and negotiations.
• Participates in department meetings and communicates Front Desk goals.
• Strives to improve service performance.
• Supervises staffing levels to meet guest service, operational, and financial needs.
• Trains staff on credit policies to reduce bad debts and rebates.
• Supervises same-day selling procedures to maximize revenue and occupancy.
• Understands the impact of Front Desk operations on overall financial goals.

Ensuring Exceptional Customer Service

• Provides above-and-beyond service for customer satisfaction and retention.
• Communicates and assists in understanding guest needs, providing feedback and coaching.
• Sets a positive example for guest relations.
• Empowers employees to deliver excellent service within guidelines.
• Handles guest problems and complaints, seeking supervisor assistance as needed.
• Engages with guests for feedback on quality and service levels.

Managing Projects and Policies

• Implements customer recognition and service programs.
• Reviews comment cards and guest satisfaction results with staff.
• Ensures employees have proper supplies and uniforms.
• Uses guest information tracking systems to recognize guest preferences and resolve issues.

Supporting Human Resource Activities

• Identifies developmental needs and coaches or mentors staff.
• Provides guidance, sets performance standards, and monitors performance.
• Gives feedback based on service observations.
• Participates in employee recognition and training programs.
• Conducts performance appraisals.

Additional Responsibilities

• Provides information via phone, written, email, or in person.
• Analyzes information and evaluates results to solve problems.
• Updates relevant parties on important information timely.
• Performs duties at the Front Desk as needed.
• Understands Bell Staff, Switchboard, and Concierge operations.
• Complies with loss prevention policies.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and fostering an inclusive, people-first culture. We are committed to non-discrimination based on protected characteristics such as disability, veteran status, or other applicable laws.

At over 100 award-winning properties worldwide, The Ritz-Carlton creates exceptional experiences that leave lasting impressions. We attract top hospitality professionals committed to creating lifelong memories, empowering our team to be creative, thoughtful, and compassionate.

We set the standard for luxury service globally, and pride ourselves on delivering excellence in guest care. Your role is to ensure the delivery of The Ritz-Carlton’s "Gold Standards," which form the foundation of our service culture. By embodying these standards, including our Employee Promise, Credo, and Service Values, you will contribute to our reputation as a leader in luxury hospitality. Joining our team offers the opportunity to be proud of your work, belong to an exceptional global team, and develop your potential.