Guest Experience Supervisor

Omni Hotels & Resorts; Florida; On-site; USD 42,000 - 64,000; Full time

Job summary

Omni Amelia Island Resort & Spa in Florida seeks a Guest Services Supervisor to oversee the guest experience across Bell Stand, Front Door, and Concierge. You will manage guest services operations, train associates, and ensure high service standards.

Responsibilities include coordinating with Front Desk, Reservations, and Housekeeping, handling guest issues, and maintaining SOPs. A strong background in budgeting, scheduling, and team leadership is required, with a valid FL driver license.

Qualifications

• Minimum of three years of Front Office/Guest Services experience.
• Bachelor's Degree or Equivalent.
• Ability to handle stressful daily operations.
• Valid driver's license and pass MVR.
• Must be 21 years of age.
• Not more than 1 motor vehicle violation in the last 2 years.
• Valid Florida Driver License.

Responsibilities

• Ensure guests are treated with courtesy and served expeditiously.
• Maintain liaison with Front Desk, Reservations, and Housekeeping to exceed expectations.
• Be alert to problems and make on-the-spot corrections.
• Develop plans to deliver special services to targeted markets.
• Provide Welcome Calls as required by SOPs.
• Resolve guest complaints when possible.
• Familiarity with Opera and Alice Concierge systems.
• Create and administer associate reviews and certifications.
• Train new associates and conduct re-training.
• Attend pertinent meetings and conduct One-on-Ones with staff.
• Interview and hire candidates per Omni standards.
• Maintain presence at Front Desk/Drive/Lobby to ensure SOP compliance.
• Communicate to staff future business demands and act on Medallia scores.

Skills

Forecasting

Budgeting

Scheduling

P&L analysis

Cost controls

Inventory controls

Education

Bachelor's Degree or Equivalent

Tools

Opera PMS

Alice Concierge

Job description

Omni Amelia Island Resort & Spa in Florida seeks a Guest Services Supervisor to oversee the guest experience across Bell Stand, Front Door, and Concierge. You will manage guest services operations, train associates, and ensure high service standards.

Responsibilities include coordinating with Front Desk, Reservations, and Housekeeping, handling guest issues, and maintaining SOPs. A strong background in budgeting, scheduling, and team leadership is required, with a valid FL driver license.