Concierge Supervisor

1 week ago

Orlando, United States Loews Hotels Full time

Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio consisting of 26 hotels and resorts in the United States and Canada. Located in major city centers and resort destinations from coast to coast, the Loews portfolio features one-of-a-kind properties that go beyond Four Diamond standards and embrace their "uniquely local" community in order to curate exciting, approachable and local travel experiences for guests.

The Concierge Supervisor is responsible for overseeing the daily operations of the lobby concierge, club services, and/or bell services teams, 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.

Qualifications:

* Minimum one year hotel operations experience, preferably in front office, concierge, food and beverage, or bell operations


* Proficient knowledge of all hotel departments, front office operations, guest service standards, and hospitality industry practices.


* Familiar with all aspects of providing superior guest service


* Proficient in using hotel management software and Microsoft Office Suite.


* Effective organization, communication, leadership and management skills


* Ability to lift and carry food service trays weighting 35+ pounds


* Ability to work flexible schedule to include evenings, weekends and holidays



Key Responsibilities:

* Oversee the daily operations of the concierge desk, club services, and/or bell services.


* Supervise and support concierge, club, and/or bell service 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, club lounge, and bell service 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, club, and/or bell 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.



General Responsibilities:

* 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

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