Guest Services Supervisor

Job Description

Job Description

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.

Named one of Central Florida's Top Workplaces and one of America's Best-in-State Employers by Forbes, we are committed to our ”power of we” culture.

Are you looking for a place where you can bring your authentic self to work every day and be able to connect, engage and delight?

• We offer excellent benefits and perks including one free meal per shift and free theme park access.
• We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.
• We embrace diversity at our core and offer the opportunity for all team members to reach their potential.
• We invest in training and development opportunities for all team members.
• We promote social responsibility by being a good neighbor in the community.
• We care for you, just as we care for others.

Who We Are : Founded in 1960, Loews Hotels & Co operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations.

Growth and belonging start here ; you'll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role-from Guest Services to Finance, Culinary to IT-offers opportunities to grow and make a meaningful impact.

Creating a Team Member experience where you belong no matter what race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.

About Helios Grand Hotel

Join the team and immerse guests in a world of Mediterranean elegance, where you'll create one-of-a-kind experiences that guests will never forget, all just steps from Universal Epic Universe.

What We're Looking For :

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.

Who You Are :

• 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

• Veterans and military spouses encouraged to apply

What You'll Do :

• 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.

Your Experience Includes :

• Minimum of one year of experience in hospitality or relevant industry required.

• 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.

• Intermediate computer skills and ability to learn Property Management Systems required.

• 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.

• Must be able to obtain TIPS certification.

• 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.

Who You'll Supervise :

• Lobby Concierge

• Club Concierge

• Guest Services Coordinator

• Bell Person

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.