Guest Services Supervisor

4 days ago

Miami Beach, Florida, United States Loews Hotels Full time

A renowned hotel with a prime oceanfront location has undergone a $50 million renovation, elevating its amenities and services. Our newly revamped Loews Miami Beach Hotel boasts modernized touchpoints throughout the property. Welcome to a South Beach Icon, Reimagined.

  • Oversee the efficient flow of traffic at the hotel entrance area, ensuring a seamless guest experience.
  • Provide exceptional luggage assistance to guests, adhering to Loews Hotels' Star Service standards.
  • Familiarize yourself with hotel facilities, room types, and operating hours to deliver accurate information to guests.
  • Assist Security with Code Red situations and maintain proper staffing levels for Bell Service, considering arrival and departure figures and productivity calculations.
  • Offer hotel information and travel directions to guests, maintaining the cleanliness of the hotel front entrance area and lobby.
  • Assist guests with transportation needs and alert Security to guests who appear intoxicated and intend to drive.
  • Provide luggage storage and maintain adherence to Guest Services key control and security procedures.
  • Train and monitor the performance of Bellpersons, including posting when guest assistance is not required.
  • Provide up-to-date information to Bell staff regarding hotel operating hours, groups in house, and travel directions.
  • Ensure accurate hotel information and travel directions are given to guests.
  • Organize and coordinate group bag pulls, ensuring proper recording and payment to participating Bellpersons and Door Attendants, side by side with Door Captain.
  • Maintain a good working relationship with all hotel departments, with special emphasis on Front Desk, Valet, Concierge, Sales, and Housekeeping.
  • Makes daily assignments of Handhelds and ensures utilization of Handhelds.
  • Ensure maintenance of equipment, including Handhelds, bellcarts, etc.
  • Address guests by name and answer the telephone in accordance with Loews Hotels' Star Service Standards.
  • Ensure delivery of items and packages to guestrooms and meeting rooms.
  • Coordinate curbside check-in process with other Guest Services areas of operation.
  • Ensure guests identified for 'curbside check-in' are welcomed and registered utilizing handheld technology.
  • Ensure a seamless arrival for all guests.
  • Closely coordinate group arrivals with Door Captain.
  • Read and initial all entries in the Front Desk Log Book and all information on the Front Desk Bulletin Board.
  • Read Group Profiles and Banquet Event information on a daily basis.
  • Maintain the cleanliness and excellent condition of equipment and work area.
  • Other duties as assigned.
General
  • Promote and apply teamwork skills at all times.
  • Notify appropriate individuals promptly and fully of problems and/or unusual matters of significance.
  • Be polite, friendly, and helpful to guests, management, and fellow employees.
  • Execute emergency procedures in accordance with hotel standards.
  • Comply with required safety regulations and procedures.
  • Attend required hotel meetings and training sessions.
  • Maintain cleanliness and excellent condition of equipment and work area.
  • Comply with hotel standards, policies, and rules.
  • Recycle whenever possible.
  • Remain current with hotel information and changes.
  • Comply with hotel uniform and grooming standards.
Qualifications
  • Excellent communication skills - oral and written.
  • Minimum one year experience as a Bell or Door Attendant.
  • High School Diploma.
  • Knowledge of the local area, roadways, and services.
  • Ability to lift up to 75 pounds and push a cart weighing up to 150 pounds.
  • Strong leadership abilities.
  • Able to work a flexible schedule, including weekends and holidays.

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