Guest Services Supervisor: Front Desk & Concierge Leader

Omni Hotels & Resorts; Franklintown (FL); On-site; USD 48,000 - 68,000; Full time

Job summary

Omni Hotels & Resorts is seeking a Guest Services Supervisor to oversee the Bell Stand, Front Door, and Concierge operations, ensuring exemplary guest experiences and seamless service across departments.

The role requires coordinating with Front Desk, Reservations and Housekeeping, resolving issues, and driving service excellence while managing staff performance and compliance with SOPs.

Qualifications

• Minimum of three years of experience in Front Office/Guest Services.
• Bachelor’s Degree or Equivalent.
• Valid driver’s license and pass MVR.
• Must be 21 years of age with limited motor vehicle violations in last 2 years.
• Strong forecasting, budgeting, scheduling, and cost controls knowledge.

Responsibilities

• Oversee guest experience for Bell Stand, Front Door, Concierge and Guest Services.
• Maintain liaison with Front Desk, Reservations, and Housekeeping to exceed guest expectations.
• Resolve guest issues and handle complaints when possible.
• Develop plans to deliver special services to targeted markets.
• Create Welcome Calls as per SOPs and company standards.
• Create associate schedules ensuring high service levels and productivity.
• Train new associates and conduct re-training as needed.
• Monitor SOP compliance and assist with overflow at Front Desk and Lobby areas.

Skills

Guest services

Leadership

Communication

Problem solving

Education

Bachelor’s degree or equivalent

Tools

Opera

Alice Concierge

Medallia

Job description

Omni Hotels & Resorts is seeking a Guest Services Supervisor to oversee the Bell Stand, Front Door, and Concierge operations, ensuring exemplary guest experiences and seamless service across departments.

The role requires coordinating with Front Desk, Reservations and Housekeeping, resolving issues, and driving service excellence while managing staff performance and compliance with SOPs.