Director of Club and Guest Services
Apply NowCompany: La Jolla Beach & Tennis Club
Location: La Jolla, CA 92037
Description:
Director of Club and Guest Services - San Diego, CA, USA
The La Jolla Beach & Tennis Club is currently seeking a Director of Guest Services to join our team at our beautiful oceanfront property!
Be a part of the diverse team at La Jolla Beach & Tennis Club, Inc. Our landmark hotels and restaurants have become La Jolla institutions, which are founded on family values and community mindedness. La Jolla Beach & Tennis Club, Inc. offers excellent benefits and a great work environment for our employees.
What we offer:
What we ask:
Schedule: Full-Time Exempt. The schedule varies based on business needs.
SUMMARY
Assists to manage the member and guest experience for the La Jolla Beach and Tennis Club; Responsible for guest services operations for the Beach Club Front Office, the Shores Front Office, Recreation and Ambassador departments. Guides departmental managers, supervisors and staff to promote and follow LJBTC, Inc.'s service standards and requirements ensuring exemplary service for all members and guests across all properties.
Schedule: This is a full time, salaried position. Flexible schedule.
Rate: up to 110,000 annualized salary, dependent on experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
OUTCOME This position plays an essential role in maximizing member and guest satisfaction and ensuring the financial success of the company. The Director of Member and Guest Services is expected to achieve the desired results by monitoring and controlling expenses of the department within budget guidelines, ensuring front office expenses of department are within budget guidelines and ensuring staff satisfaction through effective communication and follow through.
SUPERVISORY RESPONSIBILITIES
Manages subordinate managers, supervisors and staff in the Beach Club Front Office, the Shores Front Office, Recreation and Ambassador departments. Responsible for the overall direction, coordination, and evaluation of these units. Carries out supervisory and management responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training staff; planning, assigning, and directing work; appraising performance; rewarding and disciplining staff; addressing complaints and resolving problems. Schedules staff to achieve maximum productivity within budget.
QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Bachelor's degree from four-year college or university; five years related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS
Ability to read, analyze, and interpret technical journals, financial reports, and business documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information in English to top management and public groups, staff, and guests of the organization.
MATHEMATICAL SKILLS:
Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, yield ratios, and proportions to practical situations. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form.
OTHER SKILLS and ABILITIES
Ability to use Computers (with software programs such as Microsoft products: (Word, Excel, Powerpoint). Skilled with Property Management System Opera and POS Symphony systems. Knowledge of HotSOS, Northstar membership systems.
Ability to perform multiple tasks simultaneously.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an staff to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the staff is regularly required to stand and talk or hear. The staff frequently is required to walk; use hands to handle objects, tools, or controls; reach with hands and arms; climb or balance; and taste or smell. The staff is occasionally required to sit and stoop, kneel, crouch, or crawl.
The staff must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
WORKING CONDITIONS
ENVIRONMENT
The work environment characteristics described here are representative of those an staff encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the staff is frequently exposed to vibration. The staff occasionally works near moving mechanical parts and in outside weather conditions and is occasionally exposed to contained conditions, fumes or airborne particles, heat, and risk of electrical shock.
The noise level in the work environment is usually loud and several situations are going on at the same time.
La Jolla Beach and Tennis Club's location requires staff to work in changing seasons and climates. Often staff may be working in an outside environment to include inclement weather, high tides exposure to outdoor elements.
Staff are required to perform all tasks as safely as possible and to adhere to the applicable safety procedures.
The La Jolla Beach & Tennis Club is committed to ensuring a safe work environment for all staff. In compliance with federal "Right to Know" requirements, the company freely discloses this information so that all staff are informed about potential hazards in the work place. We encourage all staff to immediately report any known or potentially dangerous hazards to management.
INTERACTION
Interacts constantly with member, guests and staff at all levels. Interacts frequently with accounting, housekeeping, engineering, membership, reservations and human resources. Occasionally interacts with all other departments.
SCHEDULING
This company operates seven days a week, 24 hours a day. At times it may be necessary to move you from you accustomed schedule as task assignments demand. In addition, it should be understood that business needs determine the number of hours that you work.
LJBTC INC. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
The La Jolla Beach & Tennis Club is currently seeking a Director of Guest Services to join our team at our beautiful oceanfront property!
Be a part of the diverse team at La Jolla Beach & Tennis Club, Inc. Our landmark hotels and restaurants have become La Jolla institutions, which are founded on family values and community mindedness. La Jolla Beach & Tennis Club, Inc. offers excellent benefits and a great work environment for our employees.
What we offer:
- Free daily meal and salad bar
- Free parking
- Benefits including: Medical, Dental, Vision, 401K (based on employment status)
- Paid vacation, sick, and holiday time
- Dining discounts for employees (and up to 6 guests) at the Marine Room, The Shores Restaurant, and our Club Dining!
- Property retail shop and hotel discounts
- $500 referral bonus for referring new employees to The La Jolla Beach & Tennis Club
What we ask:
- Consistently provide professional, attentive, and genuinely friendly service
- Promote and follow LJBTC, Inc's Signature Service standards and requirements to ensure a lasting impression of exemplary service resulting in satisfied and loyal members and guests
Schedule: Full-Time Exempt. The schedule varies based on business needs.
SUMMARY
Assists to manage the member and guest experience for the La Jolla Beach and Tennis Club; Responsible for guest services operations for the Beach Club Front Office, the Shores Front Office, Recreation and Ambassador departments. Guides departmental managers, supervisors and staff to promote and follow LJBTC, Inc.'s service standards and requirements ensuring exemplary service for all members and guests across all properties.
Schedule: This is a full time, salaried position. Flexible schedule.
Rate: up to 110,000 annualized salary, dependent on experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Create and maintain outstanding club member relations. Assist with any member needs and requests in conjunction with the Director of Membership and Membership department.
- Monitor and enforce LJBTC rules and policies in accordance with the member's handbook.
- Help facilitate and manage member events.
- Ensures smooth Front Office operations to include proper check-in/check-out procedures and ambassador/bell services.
- Follows LJBTC Service standards and operating procedures; develops and implements service improvement initiatives to ensure member and guest value and satisfaction.
- Reviews guest feedback information to ensure benchmarks are achieved. Analyzes problems, identifies and implements solutions. Ensures that guest complaints are resolved in a timely manner.
- Responsible for oversight of department training of all staff.
- Supervises the handling of cash and charge transactions and ensures that accurate records and balances are maintained.
- Prepares, implements and monitors department procedures. Communicates and interprets company policies for staff and enforces safety regulations.
- Serves as Manager on Duty in the absence of the Director of Rooms.
- Attends and participates in meetings, training sessions and other management activities and functions.
- Maintains a strong partnership with Reservations and Housekeeping departments to ensure a seamless and exceptional guest experience.
- Develops and follows annual budget, including revenue management, forecasting, labor management and expense controls.
- Maintains excellent communication with other guests, members, staff and other departments. Ensures verbal and written communications are accurate and professional.
- Assists with the properties' long-range master plan and room enhancement goals in accordance with the capital expenditure plan.
- Must be available to work mornings, evenings, weekends and holidays as needed.
- Other duties may be assigned.
OUTCOME This position plays an essential role in maximizing member and guest satisfaction and ensuring the financial success of the company. The Director of Member and Guest Services is expected to achieve the desired results by monitoring and controlling expenses of the department within budget guidelines, ensuring front office expenses of department are within budget guidelines and ensuring staff satisfaction through effective communication and follow through.
SUPERVISORY RESPONSIBILITIES
Manages subordinate managers, supervisors and staff in the Beach Club Front Office, the Shores Front Office, Recreation and Ambassador departments. Responsible for the overall direction, coordination, and evaluation of these units. Carries out supervisory and management responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training staff; planning, assigning, and directing work; appraising performance; rewarding and disciplining staff; addressing complaints and resolving problems. Schedules staff to achieve maximum productivity within budget.
QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Bachelor's degree from four-year college or university; five years related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS
Ability to read, analyze, and interpret technical journals, financial reports, and business documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information in English to top management and public groups, staff, and guests of the organization.
MATHEMATICAL SKILLS:
Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, yield ratios, and proportions to practical situations. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form.
OTHER SKILLS and ABILITIES
Ability to use Computers (with software programs such as Microsoft products: (Word, Excel, Powerpoint). Skilled with Property Management System Opera and POS Symphony systems. Knowledge of HotSOS, Northstar membership systems.
Ability to perform multiple tasks simultaneously.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an staff to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the staff is regularly required to stand and talk or hear. The staff frequently is required to walk; use hands to handle objects, tools, or controls; reach with hands and arms; climb or balance; and taste or smell. The staff is occasionally required to sit and stoop, kneel, crouch, or crawl.
The staff must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
WORKING CONDITIONS
ENVIRONMENT
The work environment characteristics described here are representative of those an staff encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the staff is frequently exposed to vibration. The staff occasionally works near moving mechanical parts and in outside weather conditions and is occasionally exposed to contained conditions, fumes or airborne particles, heat, and risk of electrical shock.
The noise level in the work environment is usually loud and several situations are going on at the same time.
La Jolla Beach and Tennis Club's location requires staff to work in changing seasons and climates. Often staff may be working in an outside environment to include inclement weather, high tides exposure to outdoor elements.
Staff are required to perform all tasks as safely as possible and to adhere to the applicable safety procedures.
The La Jolla Beach & Tennis Club is committed to ensuring a safe work environment for all staff. In compliance with federal "Right to Know" requirements, the company freely discloses this information so that all staff are informed about potential hazards in the work place. We encourage all staff to immediately report any known or potentially dangerous hazards to management.
INTERACTION
Interacts constantly with member, guests and staff at all levels. Interacts frequently with accounting, housekeeping, engineering, membership, reservations and human resources. Occasionally interacts with all other departments.
SCHEDULING
This company operates seven days a week, 24 hours a day. At times it may be necessary to move you from you accustomed schedule as task assignments demand. In addition, it should be understood that business needs determine the number of hours that you work.
LJBTC INC. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.