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Form of workJob Description
Founded in 1915, Olympia Fields Country Club is steeped in tradition with a rich history of excellence and prestige. For over 100 years, OFCC has hosted such prominent events as the US Open, US Amateur Championship, the US Senior Open Championship, numerous Western Opens, the PGA Championship, the KPMG PGA Women's Championship, most recently, the BMW Championship.
As a private club, we strive to create an extraordinary, unparalleled member experience designed to meet every aspect of our member's needs. Our employees are the heart of everything we do, as well as the foundation of our success and the member experience. OFCC is a truly remarkable place, not only for our members, but also for our employees. Working at OFCC allows you to gain knowledge, develop skills, and work with an outstanding team of hospitality professionals while bringing nothing but an unrivaled experience for our members and guests. Expect a hospitality-focused, fast-paced environment that will foster growth and advancement. For more information, please visit our website at www.ofcc.info.
The Guest Services Manager is responsible for creating and ensuring a welcoming and exceptional experience for the Club's members and guests. The Guest Services Manager directs the daily operations of the Club's Front Desk. Develops and implements policies and procedures to ensure member satisfaction and operational efficiency. As the Club's lead concierge, the Guest Services Manager assists all Club Members with personal assistant services to enhance their member experience. Additionally, the Guest Services Manager is responsible for developing the skills of the Guest Services Team to meet the needs of the Club and ensure a consistent, five-star experience throughout the Club.
Responsibilities- Oversees the day-to-day operations of the Club front desk to ensure a consistent, high level of customer service is delivered and maintained.
- Develops, implements, and updates all Guest Services standard operating procedures.
- Prepares necessary data for financial reporting.
- Proactively anticipates members' and Club needs to deliver a high level of customer service.
- Proactively communicates information and details about Club events, hotel reservations, and other club current events, policies & procedures to ensure staff are well-informed and deliver a consistent customer service level.
- Provides concierge services to members and guests.
- Coordinates with Membership, Food & Beverage, and Golf regarding member experiences, trips, events, and outings.
- Provides information and recommendations regarding the Chicagoland area and nationally, including local features, attractions, shopping, restaurants & dining, entertainment, nightlife, or recreational activities.
- Recruits, hires, supervises, schedules, and evaluates the performance of all Guest Services staff. Coaches, rewards, and disciplines staff in a fair and legal manner consistent with Club Policies. Ensures proper staffing levels to meet business needs year-round and during high-volume hours.
- Serves as the gatekeeper of the Club. Stays current on Club Rules & Regulations, Club By-laws, Employee Policies & Procedures, and all club happenings.
- Translates member feedback in continuous improvements within Guest Services to ensure a continued commitment to high-quality services and experience.
- Oversees the asset protection the Club, and the general well-being of the members, guests and staff to the prevention of theft, inventory loss and property damage.
- Undertakes special projects and other responsibilities as assigned by the Club General Manager.
- Strong hospitality and customer service mindset.
- Excellent interpersonal, diplomatic, and communication skills.
- Excellent problem-solving and critical thinking skills. Ability to think on your feet.
- Demonstrates a high level of professionalism and confidentiality.
- Strong organization, planning, and prioritization skills.
- Strong operational mindset with the ability to create easy-to-follow standard operating procedures to ensure operational efficiency and member satisfaction.
- Prior experience as a Front Desk Manager, Guest Services Manager in a large hotel, resort or private club
- 3-years previous experience as a Concierge in a large hotel, resort, or private club.
- 3-years experience supervising and scheduling a team of 6 or more.
- Experienced computer user, including Microsoft Outlook, Word, PowerPoint, and Excel.
- In-depth understanding of essential hospitality standards.
- Fluent in English, written and verbal. Conversational Spanish preferred.
- This is a full-year, full-time position.
- Required to have the ability to work a flexible schedule, including mornings, evenings, overnights, weekends, and holidays based on Club needs.
