Overnight Guest Services Supervisor

Shape the Next Generation of Vacations
Welcome to Evermore Orlando Resort—the resort that's redefining the Orlando vacation experience. Just steps away from Walt Disney World, Evermore stretches across 1,100 acres and offers a one-of-a-kind blend of spacious, upscale vacation homes, flats, and villas alongside the luxurious Conrad hotel. Our Team Members are true trailblazers, reimagining the vacation experience for each guest. Here, guests create their own adventure, enjoying the best of both worlds: the space and comforts of vacation home rentals combined with the amenities and services of a world-class resort.

Evermore is Orlando's ultimate game changer. In a city known for its theme parks and endless lines, Evermore is the paradise guests crave on their days between park visits. Imagine endless relaxation around Orlando's first and only beach paradise, Evermore Bay. Our stunning 8-acre crystal-clear lagoon is framed by zero-entry swim zones, beach bars, private cabanas, cozy firepits, and 20-acres of white sand. From beachside bars to a vibrant food hall and rooftop dining with views of the fireworks, we've crafted unforgettable experiences. Guests can challenge themselves on 2 Jack Nicklaus championship golf courses, enjoy water sports including kayaks and paddleboards, a family water slide, rope swing, and activities that fill their days including pickleball, bocce ball, and volleyball.

If you're excited to help guests reimagine the Orlando vacation, join us Become part of an energetic team bringing Evermore Orlando Resort to life

Key Responsibilities

• Provide leadership and guidance to the overnight guest services team, including rooms controllers, guest services agents, and PBX operators. Foster a positive work environment, inspire teamwork, and promote professional development among team members
• Act as the primary point of contact, during the overnight shift, for guest inquiries, special requests, and complaints. Ensure all guest interactions are handled promptly, courteously, and in alignment with Evermore's service standards
• Use shift reports to effectively communicate all overnight information to the next shift
• Oversee the efficient and accurate arrival and departure process, ensuring guest information is up-to-date, reservations are accurate, and billing procedures are followed meticulously
• Assist the Director of Guest Services and Guest Services Manager in training new guest services team members and implementing all pre-opening directives and standard operating procedures
• Monitor room availability and manage reservations while coordinating with Housekeeping and Engineering to optimize occupancy levels and maximize revenue
• Supervise concierge services, assisting guests with information, arranging transportation, making dining reservations, and coordinating local activities to enhance their stay
• Conduct training sessions for guest services associates, ensuring they are well-informed about resort facilities, services, and local attractions. Continuously coach staff to improve their customer service skills
• Address guest complaints and resolve issues promptly, ensuring guest satisfaction and loyalty
• Be well-versed in emergency procedures and act as a point of contact during critical situations, coordinating with relevant departments and authorities as necessary
• Maintain accurate records and logs of guest interactions, feedback, and service-related incidents. Generate reports for management review and take proactive steps to address any areas of concern.
• Assist guests to their units with luggage as needed upon request.
• All other duties as assigned.

Education, Skills, And Experience

• High school diploma or equivalent is required
• A degree in hospitality management or a related field is preferred
• Prior experience in a supervisory or leadership position is preferred
• Exceptional customer service skills with the ability to handle difficult situations diplomatically
• Strong leadership qualities with the ability to motivate and inspire a team
• Excellent communication and interpersonal skills
• Proficiency in using hotel management software and Microsoft Office applications.
• Problem-solving and decision-making abilities
• At least 2-3 years of experience in guest services, front desk, or concierge role in the hospitality industry
• Familiarity with hotel operations and industry best practices
• Able to handle guest requests in a detailed manner
• Adhere to property and company policies and procedures
• Excellent communication and interpersonal skills; ability to interact with a wide range of people
• Outstanding organizational, attention to detail, and problem-solving skills
• Ability to multi-task in a fast-paced environment, an ever-changing environment and prioritize job duties
• Capable of working scheduled hours, including weekdays, weekends, nights, and holidays.

Physical Requirements

• Able to safely lift, pull and push up to 50 pounds.
• Able to stand, walk, stoop, kneel, bend, and reach periodically
• Visually look at a computer for extended periods
• Able to sit and use the computer for hours at a time
• Subject to environmental conditions, work activities can occur inside and outside
• Visually look at a computer for extended periods
• Repetitive hand motions, such as typing

Our Work Culture & Environment:
We promote a work environment where Team Members thrive in a dynamic, fast-paced environment, bring curiosity and dedication to deliver remarkable service, and have a sense of humor to enjoy the journey. We create a work culture that is inclusive, team-focused, committed to Evermore's core values—
Easy on Purpose, Unexpected Delight, and Service Savvy
—and fosters a culture built on
TOGETHERNESS
.

At Evermore, your role isn't just a job—it's a chance to be part of something groundbreaking, a revolution in travel, and we need passionate individuals to help us bring this vision to life
We're building a whole new class of hospitality in Orlando, so we're looking for Team Members who thrive in a dynamic, fast-paced environment, bring curiosity and dedication to deliver remarkable service, and have a sense of humor to enjoy the journey. As an Evermore Team Member, you'll be part of an inclusive, collaborative workplace where we are dedicated to setting a new standard for professionalism and fostering a culture of TOGETHERNESS. We offer our Team Members competitive pay, along with a range of benefits including FREE Life Insurance, FREE Short-Term Disability, FREE Long-Term Disability. Additionally, we provide affordable health benefits, including Medical, Dental, and Vision coverage for your dependents. Furthermore, we offer a 401K with employer match, a robust paid time off policy, parental and grandparent leave, as well as family and pet bereavement leave. We also have unique policies in support of our team and significant relationships in their lives.

Are you ready to join the team that's redefining how to vacation? Join us today We can't wait to meet you

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