Guest Services Manager

4 weeks ago

Orlando, Florida, United States Universal Helios Grand Hotel Full time
Job Summary

We are seeking a highly skilled Guest Services Manager to oversee the daily operations of our Bell Service, Concierge, and Club Services departments. As a key member of our team, you will be responsible for ensuring exceptional guest experiences and maintaining high standards of customer service.

Key Responsibilities
  • Lead the bell staff in providing timely and efficient luggage handling, amenity delivery, and room escorts.
  • Coordinate with other departments to manage guest arrivals and departures smoothly.
  • Supervise the concierge team in providing guests with information about local attractions, dining options, and other services.
  • Ensure that guests receive personalized and knowledgeable recommendations and assistance.
  • Oversee the Club Services team to maintain the highest level of service in the club lounge.
  • Ensure that club guests receive exclusive benefits and amenities as per their booking packages.
  • Address and resolve guest complaints and concerns promptly and professionally.
  • Monitor guest feedback and implement improvements to enhance the guest experience.
  • Recruit, train, and mentor Guest Services staff to ensure they meet the hotel's standards.
  • Conduct regular performance evaluations and provide ongoing training to enhance skills and knowledge.
  • Develop and implement standard operating procedures for Bell Service, Concierge, and Club Services.
  • Assist in preparing and managing the department's budget.
  • Monitor expenses and optimize resource allocation to achieve financial targets.
  • Act as a liaison between the Guest Services department and other hotel departments.
  • Facilitate clear communication to ensure a cohesive and collaborative working environment.
  • Work with the events team to organize and coordinate guest activities, events, and special requests.
  • Prepare and maintain reports on departmental performance, guest feedback, and operational issues.
Requirements
  • Minimum two years hotel operations supervisory experience in Front Office, Bell, Concierge, and/or Club.
  • Proficient knowledge of all hotel departments, front office operations, guest service standards, and hospitality industry practices.
  • Relevant coursework or certifications in management, hospitality, or customer service are beneficial.
  • Proven ability to train and coach team members to achieve excellence.
  • Excellent communication and interpersonal skills.
  • Ability to handle stressful situations and resolve conflicts effectively.
  • Effective problem-solving skills and a proactive mindset.
  • Proficient in using hotel management software and Microsoft Office Suite.
  • Strong organizational and multitasking skills.
  • Excellent guest service skills.
  • Ability to work flexible schedule to include weekends and holidays.
What We Offer

Loews Hotels & Co is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.

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