Guest Service Contact Center Supervisor

Loews Hotels & Co•Orlando, FL

About The Position

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort. Named one of Central Florida’s Top Workplaces and one of America’s Best-in-State Employers by Forbes, we are committed to our “power of we” culture. Are you looking for a place where you can bring your authentic self to work every day and be able to connect, engage and delight? We offer excellent benefits and perks including one free meal per shift and free theme park access. We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun. We embrace diversity at our core and offer the opportunity for all team members to reach their potential. We invest in training and development opportunities for all team members. We promote social responsibility by being a good neighbor in the community. We care for you, just as we care for others. About Lakewood Regional Support Our regional support center provides resources to our hotels for multiple areas including Human Resources, Engineering, Purchasing, Accounting, Security, Group Reservations, Guest Contact Center, Information Technology, Laundry and Communications. What We’re Looking For: A highly skilled Guest Services Contact Center Supervisor to lead and oversee the daily operations of the hotel’s guest services contact center. This role will be responsible for supervising and guiding a team of agents, ensuring exceptional service, effective communication, and smooth operations across all guest service channels. The Guest Services Contact Center Supervisor will play a crucial role in coordinating communication among departments, assisting guests with inquiries, and ensuring that all guest requests are handled promptly and efficiently. Who You Are: A dynamic leader with experience in managing a team within a high-volume hospitality contact center environment. A strong communicator who can effectively coordinate between departments, supervise a team, and handle guest inquiries with professionalism. A problem-solver who can handle complex situations quickly, ensuring guest satisfaction while maintaining operational efficiency. Highly organized, with the ability to juggle multiple priorities and adapt to changing conditions in a fast-paced work environment. An advocate for continuous improvement, always seeking ways to enhance team performance, service delivery, and guest experiences.

Requirements

Minimum of one year experience in Hospitality or relevant industry required
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

Previous experience in call center, front office, or reservations preferred

Responsibilities

Lead and supervise daily activities of Guest Service/Star Service Agents, ensuring high-quality guest service across all communication platforms.
Assign and monitor work to maximize agent performance, ensuring optimal service delivery and guest satisfaction.
Oversee the operation of multi-line phone systems, ensuring calls are answered professionally and routed appropriately.
Implement and manage training programs, including New Hire Training and ongoing Star Service Competency programs, to ensure team members are knowledgeable and up-to-date with service standards.
Ensure communication of important hotel information, including updates on pool hours, emergencies, and service outages, to team members.
Research Market Metrix surveys and provide daily reports on team performance and guest feedback.
Monitor and enforce compliance with emergency procedures, ensuring proper response protocols are followed during fire alarms, bomb threats, and other critical situations.
Complete detailed shift notes, tracking staffing levels, guest requests, and important incidents.
Manage team member schedules, ensuring proper staffing and coverage during peak hours, and organize breaks and lunches.
Answer guest inquiries and handle requests in a polite and professional manner, providing accurate information and assisting with room service, wake-up calls, and other services.
Promote teamwork and maintain positive relationships with all hotel departments to ensure seamless service delivery.
Ensure the cleanliness and maintenance of equipment and work areas, maintaining high operational standards.
Stay current on hotel information and changes, ensuring all team members are updated and well-prepared to assist guests.
Maintain regular and reliable attendance in alignment with company standards and operational needs.
Embrace flexibility by performing other duties as assigned to support team and organizational goals