Guest Services Supervisor | Full Time

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

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.