Assistant Director - Guest Services

We seek an enthusiastic, courteous professional to join The Colonnade Club as a Guest Services Associate. Reporting to the Director of Events and Director of Hotel and Operations, the Guest Services Associate is a vital part of our team, providing exceptional customer service to our diverse constituencies. You will serve as the face of the Club to members and guests and as an advocate for the Club, the University of Virginia, and its Academical Village. Functionally, this hybrid frontline role serves membership as both an events expert and hotel Guest Services specialist. The ideal candidate will have a passion for hospitality, event planning, and management experience and demonstrated ability to think creatively while problem-solving in real-time.

As an event staff member and venue contact, you will manage vendors on-site, ensuring compliance with all Club event policies and procedures, as well as liaise with event clients to proactively anticipate needs or challenges, respond efficiently and effectively to those needs, and further cultivate the client relationship by providing excellent customer service.

Regarding hotel and operations, the Guest Services Associate’s responsibilities include greeting and assisting hotel guests with check-in and check-out, responding to their various needs (e.g., room temperature adjustments, connecting to the Wi-Fi, etc.) and answering reservation requests via telephone and email.

This role is a full-time position with a comprehensive and generous benefits package. The majority of the shifts will be on the Club's highest volume days for events and hotel guests: Wednesday-Sunday from Noon until 9 pm. However, the schedule for this position will fluctuate be based on the event schedule and number of hotel guests (e.g., 3 pm to Midnight for a Saturday wedding).

Role and Responsibilities

· Assists the Director of Events with planning, staffing, vendor coordination and client service.

· Develops and maintains a comprehensive understanding of the unique life cycles for internal (Club) and external (Member) events.

· Answers event inquiries (phone, email, drop-in), documents the related details and forwards to the Director of Events for follow-up.

· Manages signage, nametag and registration processes for events.

· Serves as the primary point of contact in the Director of Event's absence.

· Provides a full suite of services to Club members and hotel guests, including but not limited to offering a warm welcome and thank you, fielding hotel reservation requests (phone, email, drop-in), checking guests in and out, responding in a just-in-time manner to questions and requests, etc.

· Conducts regular walkthroughs of the building to identify and resolve safety concerns, maintenance issues, misplaced items, and the presence of lost or unauthorized individuals.

· Secures and locks the Club properties, including the Pavilion VII balcony, at closing time.

· Maintains the tidiness of the Club during walkthroughs with specific attention to the lobby, receptionist desk and Member Lounge.

· Maintains a comprehensive understanding of hotel and parking policies and communicates details to interested parties.

· Serves as liaison with housekeeping staff in communicating room status updates, special requests, etc.

. Basic knowledge of Audio Visual equipment

· Knows all safety and emergency policies and is familiar with after-hours procedures to contact the UVA Police Department, Access Control and/or Facilities Management.

· Assists with special projects as requested by the Executive Director.

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Every weekend

Work setting:

• In-person

Experience:

• Hotel experience: 2 years (Preferred)

Work Location: In person