Sage Hospitality Resources Club Lounge Concierge (Full-Time) in Chicago, Illinois
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 will have every chance to explore the city, from shopping along Michigan Avenue to viewing famous 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 not want to leave the premises.
Recognized as “the gold standard” of hospitality, The Ritz-Carlton selects only the most passionate and skilled hospitality professionals. And 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 work alongside your fellow employees to bring special moments to life for our guests and each other.
Club Lounge Concierge (Full-Time)
Ritz Carlton Chicago
We are proud to be an EEO/AA employer M/F/Disabled/Veterans. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Responsible for meeting the needs and expectation of club level guests.
SERVICE CULTURE FOCUS
To support Sage’s Vision of being recognized by our customers as the best in our business through ensuring a culture that “makes the ordinary extraordinary!” You should champion this culture in every touch point of our business from our associates, guests, owners and communities. The service and courtesy you extend and promote on a daily basis will ensure a healthy and productive culture of serving others with excellence.
Actively listen and respond to guest questions, comments, concerns and requests to resolve issues, delight, build trust and create Ritz-Carlton guests for life.
Engage guests in conversation regarding their stay, property services and area attractions/offerings
Monitor club lounge for seating availability, service, safety and well-being of guests.
Speak to guests and co-workers using clear, appropriate and professional language
Maintain a high level of effective communication with ancillary departments that provide support to operations (Culinary, Stewarding, Housekeeping, Engineering)
Answer telephones using appropriate etiquette including answering within three rings with a smile in one’s voice, using the caller’s name. When possible, transferring of calls is avoided by addressing the caller’s need immediately. When necessary, calls are placed on hold or transferred by first asking the caller’s permission to be placed on hold or transferred.
Talk and listen to others to effectively exchange information.
Support all co-workers and subordinates and treat them with dignity and respect
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy and confidentiality
Develop and maintain positive and productive working relationships with other employees and departments
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Conduct routine inspections to ensure work areas are safe
Ensure all work related accidents are reported in accordance with company standards
Establish and follow safety and security procedures to ensure a clean, safe and secure environment
Monitor and protect the assets to minimize breakage, loss or theft of assets
Complete opening duties, including setting up necessary supplies and tools, and ensuring work are is clean and everything is in working order
Brew daily coffees
Mix and serve alcoholic beverages to guests in accordance with brand standards
Prepare and serve hot beverages
Issue, open and serve wine/champagne bottles
Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment, restocking items and completing daily cleaning checklist
Document pertinent information in department logbook
Complete scheduled inventories of supplies, food and liquor to check stock and requisition necessary supplies
Requisition all necessary supplies, transporting supplies from storeroom to bar set-up area as required
Wash all coffee and beverage dishes and serving utensils as needed
Check quality and set up designated bar stock and supplies by using checklist
Stock ice, glassware and paper supplies
Maintain cleanliness and condition of bar, bar unit, tables and other tools
Protect the privacy and security of guests and employees
Maintain the confidentiality of proprietary materials and information
Maintain the club in a clean, hygienic, professional and compliant manner according to company policies and procedures.
Follow all company and departmental policies
Maintain good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
Performs other duties as assigned, requested or deemed necessary by management
Proficient in position required job skills and knowledge. Intelligent in grasping and integrating new information, is an active learner with a strong sense of curiosity. Has natural instincts and insight for finding the best solution to unclear situations, issues and problems. Considers multiples resources and methods for analyzing problems, makes great decisions.
Is effective in prioritizing work; consistently manages time and processes to create maximum efficiency with minimum disruption or redundancy. Is time sensitive, understands how work and processes fit in with other departmental or business priorities and objectives. Is able to adjust work to accommodate expected and unexpected changes Is able to gauge progress with respect to overall impact and results.
Can think and act independently with confidence. Has personal fortitude and integrity when faced with challenges.
Energy & Drive
Energetic and takes initiative. Is pro-active and persistent in pursuing and completing tasks Strives to exceed expectations and goals
Personal & Interpersonal Skills
Welcoming and warm personality, able to engage easily and actively connect with others, is genuinely caring and compassionate; visibly demonstrates desire to understand others. Creates confidence and trust with others, is socially aware of self and others and is known for communicating the right message at the right time. Utilizes a variety of approaches and communication techniques tailored to each situation, is comfortable in conversing with individuals from a variety of backgrounds and at all organizational levels. Is direct yet tactful and considerate of audience; positively accepts and provides feedback.
Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.
Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills. Must be fluent in oral and written English.
Must have vision ability to read written communiques and monochrome computer screen.
Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
Stand, sit or walk for extended period of time or for an entire work shift
Enter and locate work-related information using computers
Move, lift, carry, push, pull and place objects weighing less than 25 pounds without assistance
High School diploma or equivalent
Standard office equipment including but not limited to: telephone, copier, PC, fax machine, dish washer
Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting Work inside 95%
This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. May perform other duties as assigned.
Part Time - Regular
160 E Pearson Street