Guest Services Supervisor

Loews Hotels & Co•Orlando, FL

4d•Onsite

About The Position

As a Guest Service Supervisor, you’ll be at the heart of our guests' unforgettable experiences, leading our concierge, club services, and bell teams to deliver exceptional, personalized service. This role puts you in a dynamic position to inspire your team, collaborate with other departments, and elevate our guest experience. Partnering with the Guest Services Manager, you’ll train and guide staff, answer guest inquiries, and ensure a seamless service experience.

Requirements

Minimum of one year of experience in hospitality or relevant industry required.
Intermediate computer skills and ability to learn Property Management Systems required.
Position requires the ability to communicate effectively in English, both verbally and written, with team members, leaders, and guests.
Position requires flexibility to work a varied schedule, including days, nights, weekends, and holidays, as scheduled.
Position requires prolonged standing, walking, lifting, pushing, and pulling 75+ pounds repetitively as needed.
Position requires the ability to withstand outdoor elements for long periods of time as needed.
Must be able to obtain TIPS certification.

Nice To Haves

Inspiring leadership skills to guide and motivate the team in delivering exceptional service
Guest-focused approach to ensure every guest feels valued and well-cared for
Highly organized and able to manage daily tasks and seamless coordination with departments
Effective problem-solving skills to handle guest concerns quickly and professionally
Knowledge of local attractions to offer personalized recommendations and enhance guest experience
Previous experience in a role with supervisory elements, including training, coaching, or supporting team performance preferred.
Previous experience with bell services and/or concierge preferred.
Familiarity with Opera, HOTSOS, Alliant, Sertifi, Resy, and Zomato is preferred.
Certification as” Food Service Manager” or other as required by State County or Local regulations or ability to obtain such certification.

Responsibilities

Oversee daily operations of concierge, club services, and bell teams.
Supervise and support staff to maintain exceptional guest service encouraging repeat business.
Assist in scheduling and manage labor costs effectively.
Conduct training and ongoing coaching for staff development.
Ensure high guest satisfaction with personalized, efficient service.
Assist guests with reservations, transportation, and local recommendations.
Address and resolve guest complaints promptly and professionally.
Monitor service quality and uphold high standards.
Coordinate with other departments for seamless service delivery.
Keep knowledge of local events and attractions up-to-date.
Maintain clean, organized, and well-stocked service areas.
Collaborate with the Guest Services Manager to meet department goals.
Manage guest service materials and supplies inventory.
Attend meetings and contribute to improvement initiatives.
Other duties as assigned.