Concierge Supervisor - Loews Hotels at Universal Orlando

Concierge Supervisor

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.

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.

The Concierge Supervisor is responsible for overseeing the daily operations of the lobby concierge or club services, 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 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 food and beverage 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 35+ pounds repetitively as needed.

Key Responsibilities:

• Oversee the daily operations of the concierge desk and/or club services.
• Supervise and support concierge and/or club 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 and/or club lounge 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 and/or club 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