Club Lounge Ambassador (On-Call) - The Langham, New York

The Langham, New York offers modern luxury on Fifth Avenue and is recognized for its genuine, personalized service in line with the culture and values of Langham Hospitality Group. The hotel boasts spacious guest rooms with views of the Empire State Building, The Gallery event space and fine dining at Ai Fiori.

To provide friendly, courteous and professional service to guests in the Club Lounge with the objective of creating highly personalized service. Knowing the needs of each individual guest will be critical in creating a signature and memorable guest experience. The Club Ambassador will be fully versed on Brand and Forbes service standards.

RESPONSIBILITIES AND JOB DUTIES:

• Offer a sincere and genuine welcome to all guests, be proactive and anticipatory with guest requests and needs.
• Act as a liaison between the guest and other hotel departments.
• Actively seek ways to enhance the experience of the Club Lounge guests throughout their stay.
• Review daily arrival reports and in-house guest reports. Be fully aware of VIP’s, arrival times, group/company information and special requests.
• Be familiar with daily events and functions, including, weddings, citywide conventions, site inspections, etc.
• Follow proper telephone etiquette according to The Langham standards.
• Take ownership of all guest requests.
• Work flexible shifts, including opening of the Club Lounge, mid-shifts and closing of the Club Lounge.
• Perform food service duties and as needed, perform desk duties
• Complete detailed check list for each shift.
• Ensure that all areas of the Club Lounge are always immaculate and in compliance with The Langham brand standards.
• Any and all flower presentations must look fresh and newly placed.
• Consistently inspect and monitor the quality and presentation of the food buffets.
• Replenish buffets and track food consumption for each shift.
• Inspect linen, silver, china and other table items for cleanliness and appearance.
• Serve food, coffee, water and other beverages to guests as requested.
• Responsible for dishwashing all club china, glassware and silverware.
• Polish all club china, glassware and silverware.
• Clear and re-set all tables in a timely manner, according to Langham and Forbes standards.
• Resolve complaints in regards to the guest experience in a positive and professional manner. Follow up with the guest and communicate all issues accordingly to the Club Manager and/or Supervisor.
• Clean the Club Lounge area and clear the Club Lounge tables during and after meal periods.
• Acquire a strong working knowledge of all the hotel outlets and products, including, Private Kitchen and Ai Fiori.
• Actively promote 1865 and consistently deliver 1865 service standards, guest recognition and 1865 amenities.
• Offer guest assistance with the internet, faxes, boarding passes, etc. as needed
• Maintain a clean and organized back of the house area and pantry.
• Follow health and safety procedures.
• Must be familiar with the ADA standards and ADA compliant facilities within the Club Lounge and guest rooms.
• Perform general cleaning tasks using standard hotel cleaning products as assigned by supervisor to adhere to health standards.
• Must adhere to all liquor regulations pertaining to serving alcoholic beverages
• Document guest preferences in their profile as appropriate.
• Assist with inventory as needed.
• Other duties as assigned by direct supervisor.

PHYSICAL DEMANDS:

• Activities include standing, reaching, bending, pushing, pulling, handling, grasping, lifting, carrying, seeing, hearing, talking, walking. Considerable repetitive motion of hands and wrists as pertaining to pouring of drinks from bottles and shaking with shakers.
• Requires the ability to lift and carry object weighing up to 50 pounds.
• Standing/walking for 90% of work shift is required.

SPECIAL SKILLS REQUIRED:

• Must have basic knowledge of food and beverages preparation.
• Basic English language writing skills necessary for completion of requisitions.
• Sufficient manual dexterity in hands in order to use a knife to make garnish, pick up glassware and bottles, scoop ice, mix drinks, and reach overhead to retrieve stock.
• Ability to read, speak and understand the English language in order to communicate with guests and colleagues.
• Ability to describe Food & Beverage outlets, speak to menus and atmosphere.
• Ability to work standing and move in confined spaces for long periods of time.
• Ability to operate beverage equipment: coffeemaker, iced tea machine, etc.

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 required. College degree preferred.

EXPERIENCE REQUIRED:

Prior Food and Beverage experience required. Rooms Front of House experience is a plus.

LICENSES OR CERTIFICATES:

Ability to obtain any government required license or certificate.

CPR Certification and/or First Aid Training preferred.

TIPS certification preferred.

EOE, including disability/vets