Concierge Supervisor - Loews Hotels at Universal Orlando

Qualifications

• Minimum of one year of experience in hospitality or relevant industry required.
• Previous experience in a role with supervisory elements, including training, coaching, or supporting team performance preferred.
• Previous experience with food and beverage preferred.
• Intermediate computer skills and ability to learn Property Management Systems required.
• Familiarity with Opera, HOTSOS, Alliant, Sertifi, Resy, and Zomato is preferred.
• Certification as “Food Service Manager” or other as required by State County or Local regulations or ability to obtain such certification.
• Must be able to obtain TIPS certification.

Key Responsibilities

• Oversee the daily operations of the concierge desk and/or club services.
• Supervise and support concierge and/or club staff, ensuring they provide exceptional service.
• Aid in scheduling staff and managing labor costs.
• Conduct training sessions and provide ongoing coaching to ensure staff performance and development.
• Ensure high levels of guest satisfaction by providing personalized and efficient service.
• Assist guests with reservations, transportation, event tickets, dining recommendations, and other requests.
• Address and resolve guest complaints and concerns promptly and professionally.
• Maintain an up-to-date knowledge of local attractions, events, and services.
• Ensure the concierge desk and/or club lounge areas are clean, organized, and properly stocked with necessary materials.
• Work closely with the Guest Services Manager to achieve departmental goals.
• Communicate effectively with other departments to ensure smooth operations and guest satisfaction.
• Attend departmental meetings and contribute to ongoing improvement initiatives.
• Manage inventory of guest service materials, such as brochures, maps, and tickets.
• Ensure availability of resources and supplies needed to assist guests.
• Review daily reports and assist in financial planning and forecasting.
• Ensure all staff adhere to health and safety regulations.
• Conduct regular training and briefings on safety procedures.
• Maintain the quality of service provided by the concierge and/or club service teams.
• Implement and maintain standard operating procedures to ensure consistency in service.
• Build and maintain positive relationships with guests to encourage repeat business.
• Gather guest feedback and use it to make improvements to service and offerings.
• Works with Universal Orlando and other in-house vendors to satisfy guest entertainment needs.