Guest Services Supervisor | Full Time

Omni Hotels & Resorts; Florida; Presencial; USD 42.000 - 64.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Forecasting

Budgeting

Scheduling

P&L analysis

Cost controls

Inventory controls

Educación

Bachelor's Degree or Equivalent

Herramientas

Opera PMS

Alice Concierge

Descripción del empleo

Omni Amelia Island Resort & Spa

At Omni Amelia Island Resort & Spa, guests enjoy 3.5 miles of beach, scenic marshlands, luxurious oceanfront accommodations, world-class golf, dining, family-friendly activities and a full-service spa.

Our associates are part of a dynamic, supportive team that values respect, gratitude, and empowerment. We offer hands‑on training, growth opportunities, and the pride of working for a company known for exceptional service. If you're friendly, motivated, and passionate about serving others, Omni Amelia Island Resort & Spa may be your perfect fit.

Overview:

The Guest Services Supervisor oversees all areas of operation relating to the guest experience for the Bell Stand, Front Door, and Concierge and to manage Guest Services functions and directly.

Responsibilities:

• Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.
• Maintain continuous liaison with Front Desk, Reservations desk, and Housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations.
• Be alert to potential problems and malfunctions of hospitality services and make on-the-spot corrections.
• Participate with other members of management in developing plans to deliver special services to selected targeted markets.
• Provide a "Welcome Call" to guests as required by local and company standard operating procedures.
• Be involved in resolution of as many guests' complaints as possible.
• Be familiar with Opera and Alice Concierge systems.
• Create and administer annual and probationary reviews for associates.
• Administer Associate Skill Certifications and other new hire paperwork.
• Train new associates and conduct re‑training for tenured associates.
• Conduct MOS audits.
• Attend and contribute to all pertinent meetings.
• Meet monthly with associates for One‑on‑Ones.
• Interview and hire candidates according to Omni and hotel specifications.
• Maintain Management presence at the Front Desk, Front Drive, and Lobby areas to ensure SOP compliance and assist with overflow.
• Communicate to staff all future business demands.
• Evaluate and make action plans to improve Medallia scores.
• Create associate schedules ensuring the highest level of guest service while maintaining productivity.
• Ensure associates has adequate supply of uniforms, luggage tags, etc.
• Ensure that all guestroom drops are accurately delivered and charged correctly in a timely fashion.
• Be knowledgeable of corporate and hotel promotions and standards.
• Accept other duties as requested by management.
• All employees are required to fully comply with Omni rules and regulations for the safe and effective operation of the hotel’s facilities.

Qualifications:

• Minimum of three years of experience or previous Front Office/Guest Services experience.
• Bachelor's Degree or Equivalent.
• Must possess the ability to handle stressful daily operations.
• Must have valid driver's license and pass MVR.
• Must be 21 years of age.
• Must have no more than 1 motor vehicle violation in the last recent 2 years.
• Must have a valid FL Driver License.
• Must have a proven track record of motivating managers and associates to meet and exceed goals and to provide the highest quality experience for our guests.
• Strong understanding of forecasting, budgeting, scheduling, checkbook management, productivity, inventory controls, P&L analysis, and cost controls.
• Demonstrated ability to handle progressive discipline/coaching discussions.
• Must be willing to work flexible hours as needed during busy times, including nights, weekends, and holidays.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link: EEOC is the Law Poster.

Omni Hotels & Resorts does not discriminate on the basis of any protected category with respect to the payment of wages.