Club Level Manager

PRIMARY OBJECTIVE OF POSITION:

Directs and administer all Club Lounge operations to ensure profitability, control costs, and uphold quality standards to ensure total guest satisfaction. The Club Level Manager is fully versed in the Langham, Club Lounge, and Forbes service standards and communicates this information to the Club Lounge team.

RESPONSIBILITIES AND JOB DUTIES:

• Supervises the day-to-day operation of the Club Lounge service on the Club floors.
• Ensures that Langham’s Brilliant loyalty recognition program for guests is in place and executed according to Brilliant and LHG standards
• Uses Quality League tools and helps to create a culture of empowerment for hourly colleagues so that they make decisions leading towards building great memories.
• Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours.
• Initiates additional tasks to improve existing procedures and guest satisfaction.
• Responsible for the interviewing and selection process of Club Lounge attendants.
• Upholds and ensures the highest standards of quality, cleanliness, and presentation throughout the Club Lounge, with particular attention to food display, freshness, and overall ambiance in alignment with luxury brand expectations.
• Oversees food and beverage presentation standards, ensuring all offerings are visually appealing, replenished in a timely manner, and consistently meet established service and hygiene protocols.
• Cultivates meaningful guest engagement, creating personalized interactions that enhance the guest experience, anticipate preferences, and build lasting relationships.
• Leads with a strong service-focused approach, ensuring all team members deliver intuitive, anticipatory, and gracious service reflective of Forbes-level standards.
• Actively monitors the guest environment, addressing opportunities in real time to maintain seamless operations and exceed guest expectations.
• Coaches and supports the team in delivering exceptional service execution, reinforcing attention to detail, professionalism, and personalized touches at every interaction.
• Responsible for training of all Club Lounge colleagues.
• Ensures that all Club Brand standards are being met and exceeded consistently by all staff.
• Assist the front office with the management of the arrival QUEUE and avoid unnecessary and excessive delays on high demand days and weekends.
• Coordinate and ensure that all limo arrivals and departures are personally welcomed and given a farewell.
• Ensure that all club guest needs are communicated throughout the respective departments and the hotel. Note these needs and preferences in SHIJI.
• Assist the Front Office MODs with lobby presence during peak times.
• Actively promote Chuan Spa and the F&B outlets to club guests and all hotel VIP guests.
• Attend key hotel operational meetings and communicates appropriately with subordinates so that all colleagues are well informed. Initiates monthly departmental meetings.
• Assist with the awareness and promotion of all Room and F&B promotions.
• Maintains strong relationship with the culinary team and Food & Beverage team re daily food and beverage presentations.
• Other duties as assigned by the Director of Rooms and Director of Front Office.

PHYSICAL DEMANDS:

• Physical activities include walking, talking, seeing, hearing, bending, stooping, touching, feeling, pushing, pulling, lifting, touching, standing, sitting, holding. Considerable hand and finger dexterity to lift and grasp objects such as room keys and luggage handles. May require continued repetitive bending and stooping.

SPECIAL SKILLS REQUIRED:

• Ability to effectively deal with colleagues and guests alike, some of whom will require higher levels of patience, tact and diplomacy to defuse anger and collect accurate information.
• Has the ability to run both a guest reception department as well as a concierge desk
• Ability to use the SHIJI PMS and Brilliant programs and guest room key making system.
• Ability to solve challenges and use good judgment when interacting with guests and colleagues.
• Ability to grasp, lift and/or carry or otherwise move packages, boxes and luggage up to 100 lbs. continuously throughout shift.
• Ability to stand, walk and/or sit and continuously perform essential job functions.
• Sufficient manual dexterity in one hand to be able to load and unload luggage.

EDUCATION REQUIRED:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.

EXPERIENCE REQUIRED:

Minimum of 5 years in a luxury hotel and it is preferred this individual possesses a thorough knowledge of the City of Chicago. Needs to have a minimum knowledge of F&B service standards. Strong preference for someone with international experience.

LICENSES OR CERTIFICATES:

Ability to obtain any government required license or certificate.

SALARY RANGE:

$63,963-$79,954/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

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

Majestic views of the cityscape, the Chicago River, and Lake Michigan. All housed in a skyscraper designed by renowned architect Mies van der Rohe. Situated in downtown Chicago, our hotel is mere minutes from the Loop, Grant Park, Magnificent Mile, Millennium Park, and Navy Pier. Discover the perfect blend of convenience and stylish comfort only at The Langham, Chicago.