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About the position
The Concierge Supervisor is responsible for overseeing the daily operations of the lobby concierge, club services, and bell services teams at the Universal Helios Grand Hotel. This role ensures that guests receive exceptional service and personalized attention throughout their stay, managing staff, coordinating with other departments, and maintaining high standards of guest satisfaction. The position involves training staff, handling guest inquiries, and ensuring seamless service delivery in collaboration with the Guest Services Manager.
Responsibilities
- Oversee the daily operations of the concierge desk, club services, and/or bell services.
- Supervise and support concierge, club, and/or bell service 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, club lounge, and bell service 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, club, and/or bell 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.
- Work with Universal Orlando and other in-house vendors to satisfy guest entertainment needs.
Requirements
- Minimum one year hotel operations experience, preferably in front office, concierge, food and beverage, or bell operations.
- Proficient knowledge of all hotel departments, front office operations, guest service standards, and hospitality industry practices.
- Familiar with all aspects of providing superior guest service.
- Proficient in using hotel management software and Microsoft Office Suite.
- Effective organization, communication, leadership and management skills.
- Ability to lift and carry food service trays weighing 35+ pounds.
- Ability to work flexible schedule to include evenings, weekends and holidays.
