Club Lounge Supervisor: Guest Experience & Ops Leader

Primary Objective of Position Directs and administers all Club Lounge operations to ensure profitability, control costs, and uphold quality standards to ensure total guest satisfaction. Assists the Club Level Manager and is fully versed in the Langham, Club Lounge and Forbes service standards and communicate this information to the Club Lounge team. Responsibilities and Job Duties Guest Service Greets guests warmly, addressing any inquiries or concerns promptly and courteously. Ensures high levels of guest satisfaction by anticipating and fulfilling guest needs. Handles guest feedback and resolves any issues in a timely and productive manner. Staff Management Assists in recruiting, training and supervising Lounge staff, ensuring they adhere to Company policies and Langham Club Lounge and Forbes service standards. Schedules staff shifts effectively to maintain optimal coverage during peak hours. Provides ongoing coaching and feedback to staff to improve performance and customer service skills. Operations Management Oversees daily operations of the Club Lounge, including opening and closing procedures and inventory management. Monitors and maintains cleanliness and organization of the Lounge area, ensuring a pleasant environment for guests. Collaborates with the kitchen and bar staff to ensure efficient food and beverage service, maintaining quality and presentation standards. Works closely with Club Level Manager to create and lead Club Lounge Activations during the year. Administrative Tasks Assists in managing Lounge budgets and expenses, including monitoring cost and revenue opportunities. Maintains accurate records of inventory levels, placing orders as needed to replenish supplies. Safety and Compliance Always ensures compliance with health and safety regulations and company policies. Trains staff on hotel emergency procedures and protocols to ensure the safety of guests and employees. Conducts regular inspections of the Lounge area to identify and address any safety hazards or maintenance issues. Physical Demands Requires walking or standing to a significant degree. Ability to lift 20 lbs. Special Skills Required Considerable knowledge of computer systems under Property Management system and Microsoft programs. Previous experience in a similar role within the hospitality industry. Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels. Ability to read, write, speak, and understand the English language to communicate with guests and team members. Excellent customer service skills, with a focus on exceeding guest expectations using Langham and Forbes standards. Organizational and multitasking abilities, with keen attention to detail. Knowledge of food and beverage operations, including inventory management and cost control. Flexibility to work mornings, evenings, weekends, and holidays as requested. Education Required A high school diploma or equivalent is required. A degree or certificate in hospitality management or related fields is preferred but not required. Experience Required Minimum of two to three years’ experience as Supervisor, preferably in Food and Beverage. Luxury hotel experience preferred. Licenses or Certificates Ability to obtain any government required license or certificate. Salary Range $56,000-$70,000/annually Benefits Included for Full-Time Colleagues Vacation Pay and Sick/Personal time (in accordance with Chicago Paid Leave and Paid Sick Leave Law) Paid Holidays Medical, Dental and Vision Insurance for you and your family (employee paid partial premiums) Basic Life Insurance, AD&D, and Short-Term Disability (company paid) Long Term Disability, Additional Life Insurance, Child Life, Spouse Life, Pet Insurance, ID Theft Protection Coverage, Prepaid Legal, Critical Illness, Hospital Care, Accidental Injury Supplemental Plans (available for purchase) 401k plan with Roth option and employer match Free meals while on duty Uniforms and cleaning of uniforms (for applicable positions) Free and discounted hotel stays Discounted parking Guidance Resources – company paid benefit for personal counseling EOE, Including Disability/Veterans #J-18808-Ljbffr The Langham Chicago