Guest Experience Supervisor – Concierge & Bell Teams

UCF Hotel Venture; Orlando (FL); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Free meal per shift

Free theme park access

Training and development opportunities

Job summary

Loews Hotels at Universal Orlando is seeking a Guest Service Supervisor to lead our concierge, club services, and bell teams in delivering personalized, high-quality service.

You will train staff, answer guest inquiries, resolve issues, and collaborate with other departments to ensure a seamless guest experience. Applicants should have supervisory experience, strong communication skills, and a passion for hospitality excellence.

Qualifications

• Minimum 1 year in hospitality or related field.
• Experience in supervisory roles including training/coaching preferred.
• Experience with bell services/concierge preferred.
• Proficient with Property Management Systems.
• Must be able to obtain required state certifications to manage food service.
• Must communicate effectively in English, written and spoken.

Responsibilities

• Oversee daily operations of concierge, club services, and bell teams.
• Supervise and support staff to maintain exceptional guest service and encourage 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.
• Maintain knowledge of local events and attractions.
• Attend meetings and contribute to improvement initiatives.

Skills

Leadership

Guest focus

Organization

Problem solving

Knowledge of local attractions

Veterans encouraged

Tools

Opera

HOT SOS

Alliant

Sertifi

Resy

Zomato

Job description

Loews Hotels at Universal Orlando is seeking a Guest Service Supervisor to lead our concierge, club services, and bell teams in delivering personalized, high-quality service.

You will train staff, answer guest inquiries, resolve issues, and collaborate with other departments to ensure a seamless guest experience. Applicants should have supervisory experience, strong communication skills, and a passion for hospitality excellence.