Club Services Manager

$83,000 - $105,000/Yr

Ritz-Carlton - Aspen, CO

Full-time - Mid Level

Aspen, CO

51-100 employees

Accommodation

About the position

The Manager on Duty oversees Club Services operations, including concierge, bell staff, transportation, valet, night audit, and PBX/communications. This role involves managing the execution of operations in the rooms departments, striving to improve guest and employee satisfaction, and maximizing financial performance. The manager represents Club management in resolving member-related situations and ensures compliance with standards and procedures while leading a specific team to meet property goals.

Responsibilities

• Oversee Club Services operations including concierge, bell staff, transportation, valet, night audit, and PBX/communications.
• Assist in managing operations in the rooms departments such as Front Office, Engineering/Maintenance, and Housekeeping.
• Strive to improve guest and employee satisfaction and maximize financial performance.
• Represent Club management in resolving member or club-related situations.
• Monitor compliance with standards and procedures.
• Lead specific teams to meet or exceed property goals.
• Verify that goals are communicated to the team regarding guest tracking and productivity.
• Create a motivating and empowering environment for the team.
• Understand and develop strategies based on employee and guest satisfaction results.
• Assist employees in understanding and exceeding guest expectations.
• Manage the execution of operations in the rooms area departments.
• Publish guest satisfaction results and take proactive approaches to employee concerns.
• Provide excellent customer service and respond timely to guest concerns.
• Assist in performing annual Quality audits with General Manager and Regional Director.
• Review financial statements and performance data to identify areas for improvement.
• Conduct interviews and assist in hiring decisions for new team members.

Requirements

• High school diploma or GED with 4 years of experience in guest services, front desk, housekeeping, or related area; OR a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major with 2 years of experience in the same fields.
• Strong leadership skills and ability to motivate and empower team members.
• Excellent customer service skills and ability to handle guest concerns professionally.
• Experience in managing operations in hospitality settings.

Nice-to-haves

• Experience in luxury hospitality environments.
• Knowledge of financial management and budgeting in hospitality.

Benefits

• Bonus program
• Comprehensive health care benefits
• 401(k) plan with up to 5% company match
• Employee stock purchase plan at 15% discount
• Accrued paid time off (including sick leave)
• Life insurance
• Group disability insurance
• Travel discounts
• Adoption assistance
• Paid parental leave
• Health savings account
• Flexible spending accounts
• Tuition assistance
• Pre-tax commuter benefits
• Other life and work wellness benefits
• Potential stock awards and deferred compensation plans