The Colonnade Club
The Colonnade Club
The Faculty Club of UVa

We are currently hiring!

Guest Services Associate 

Overview

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.

  • 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.

 Essential Knowledge and Requirements

  • Proven ability to maintain a positive and professional demeanor in an ever-changing and demanding environment

  • Strong attention to detail and exceptional organizational skills

  • Excellent oral and written communication skills 

  • Demonstrated ability to think creatively and strategically

  • Active problem-solving skills both in event logistics and customer service

  • Ability to interact professionally with all levels of guests, service providers, and University leadership

  • High proficiency in Microsoft Excel, Word, PowerPoint and Outlook

  • Able to lift at least 25 lbs.

  • Membership, Event and Guest Room database experience preferred but not required.

 

Education and Experience Requirements

  •   Bachelor's Degree or 4+ years' experience in event planning with exposure to hotel management and/or the hospitality industry at large

  • At least 2 years of experience in event planning or event management

  • At least 2 years of experience delivering world-class customer service

  • Knowledge of the University of Virginia's distinct culture and its history is preferred but not required

 

The Colonnade Club is a non-profit organization (501c3) and is proud to offer competitive compensation and a robust benefits package to our FT employees, including medical, dental, vision, retirement, life and disability insurance, and generous leave.

 

We provide a dynamic, collegial atmosphere with an opportunity to grow professionally as you steward our membership and the historic buildings, we call home.

 

Please send your resume and letter of interest to info@colonnadeclubuva.com.