Concierge Supervisor - Loews Hotels at Universal Orlando

Loews Hotels•Orlando, FL

10d•Onsite

About The Position

The Concierge Supervisor is responsible for overseeing the daily operations of the lobby concierge or club services, ensuring that guests receive exceptional service and personalized attention throughout their stay. This role involves managing staff, coordinating with other departments, and maintaining high standards of guest satisfaction. The Concierge Supervisor works closely with the Guest Services Manager to train staff, handle guest inquiries, and ensure seamless service delivery.

Requirements

Minimum one year hotel operations experience, preferably in front office, concierge, or food and beverage required.
Proficient knowledge of all hotel departments, front office operations, guest service standards, and hospitality industry practices preferred.
Familiar with all aspects of providing superior guest service
Previous experience with property management systems preferred (HOTSOS, REX, PMS, OPERA).
Ability to lift and carry food service trays weighting 35+ pounds
Ability to communicate effectively in English verbally and written with team members, leaders and guests required.
Must be able to work a flexible schedule, nights, weekends and holidays as required.

Nice To Haves

Proficient knowledge of all hotel departments, front office operations, guest service standards, and hospitality industry practices preferred.
Previous experience with property management systems preferred (HOTSOS, REX, PMS, OPERA).

Responsibilities

Oversee the daily operations of the concierge desk and/or club services.
Supervise and support concierge and/or club staff, ensuring they provide exceptional service.
Assist in scheduling staff and managing labor costs.
Conduct training sessions and provide ongoing coaching to ensure staff performance and development.
Ensure high levels of guest satisfaction by providing personalized and efficient service.
Assist guests with reservations, transportation, event tickets, dining recommendations, and other requests.
Address and resolve guest complaints and concerns promptly and professionally.
Monitor and maintain quality standards in guest service.
Coordinate with other hotel departments to ensure seamless service delivery.
Maintain an up-to-date knowledge of local attractions, events, and services.
Ensure the concierge desk and/or club lounge areas are clean, organized, and properly stocked with necessary materials.
Work closely with the Guest Services Manager to achieve departmental goals.
Communicate effectively with other departments to ensure smooth operations and guest satisfaction.
Attend departmental meetings and contribute to ongoing improvement initiatives.
Manage inventory of guest service materials, such as brochures, maps, and tickets.
Ensure availability of resources and supplies needed to assist guests.
Review daily reports and assist in financial planning and forecasting.
Ensure all staff adhere to health and safety regulations.
Conduct regular training and briefings on safety procedures.
Monitor the quality of service provided by the concierge and/or club service teams.
Implement and maintain standard operating procedures to ensure consistency in service.
Build and maintain positive relationships with guests to encourage repeat business.
Gather guest feedback and use it to make improvements to service and offerings.
Works with Universal Orlando and other in-house vendors to satisfy guest entertainment needs.
Other duties as assigned.
Promotes and applies teamwork skills at all times
Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
Is polite, friendly, and helpful to guests, management and fellow employees
Executes emergency procedures in accordance with hotel standards
Complies with required safety regulations and procedures
Attends appropriate hotel meetings and training sessions
Maintains cleanliness and excellent condition of equipment and work area
Complies with hotel standards, policies and rules
Remains current with hotel information and changes
Complies with hotel uniform and grooming standards