Guest Services Supervisor

Guest Services Supervisor

Job Location s: US-FL-Fort Lauderdale

Requisition : | Number of Openings: 1 | Category (Portal Searching):
Front Office Operations

Fort Lauderdale Hotel

Opening in Fall 2025, Omni Fort Lauderdale will provide South Florida with 120,000 square feet of event space, new food and beverage options, a Natural Spring inspired full‑service spa and entertainment pedestrian plaza featuring high‑end shopping, amphitheater, charter boat docking and beautiful promenade. The new iconic landmark offers unforgettable views of the Atlantic paired with unrivalled convenience and intelligently designed meeting spaces.

The hotel will be directly connected to the Broward County Convention Center, immediately adjacent to Port Everglades cruise terminal and less than two miles from Fort Lauderdale Airport.

To oversee the daily operations of the Concierge, Bellman and Loyalty. The guest arrival and departure experience. To ensuring exceptional guest experiences through efficient processes, prompt resolution of guest issues, and the delivery of professional, courteous service. The Concierge Supervisor will lead, coach, and supports the Guest Experience team to maintain high standards of accuracy, efficiency, and hospitality, while fostering strong communication with all hotel departments.

• Be thoroughly acquainted with all arrival and departure procedures and policies to ensure smooth welcome and departure experience and through the guest stay.
• Be fully familiar with the AM and PM checklists for Concierge, Bell and Loyalty to support efficient daily operations.
• Must have strong organizational skills and be able to execute group room deliveries.
• Understand and process of the bell departure and arrival.
• Be able to work a Bellman shift and Concierge shift when needed.
• Serve as the main liaison between guests and the hotel, ensuring all inquiries, requests, and concerns are addressed promptly and professionally.
• Protect confidential guest information in accordance with Guest Experience SOPs.
• Be thoroughly knowledgeable of Concierge and Bellman duties to provide guidance and support as needed.
• Understand guest scenarios and follow up on all requests and concerns, adhering to the service recovery process to ensure guest satisfaction.
• Possess complete knowledge of all Guest Services
  - Concierge, Bell, and Loyalty with the Moments of Service scenarios and execute them consistently to standard.
• Be familiar with all Guest Service systems and equipment.
• Train and mentor new associates to ensure consistent service standards and operational proficiency.
• Be familiar with shift checklists and capable of managing Concierge and Bellman in the absence of the Manager.
• Greet all guests warmly, using names when available, and maintain a pleasant and professional demeanor.
• Engage actively with guests, anticipate their needs, and strive to exceed expectations at every opportunity.
• Be knowledgeable about local attractions and businesses, prioritizing on‑site venues when making recommendations.
• Work with manager to conduct onboarding for new hires, provide ongoing coaching, and monitor performance to foster professional growth and a high‑performing team.
• Ensure all associates are fully proficient in Concierge systems, Guest Service protocols, and Moments of Service standards.
• Be knowledgeable about all hotel facilities and hours of operations, including F&B outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Spaces, Convention Center and Parking Garage.
• Understand the inter‑relationships between all hotel departments, including Front Desk, Ideal Services, Housekeeping, F&B Outlets, Banquets, Sales, Engineering, and Purchasing, to ensure seamless operations.
• Attend designated staff meetings and training sessions to stay current on procedures, policies, and service standards.
• Understand the importance of Medallia scores and actively work to enhance guest satisfaction.
• Adhere to all company policies and procedures, maintain a clean uniform and professional appearance, ensure confidentiality of proprietary information, and protect company assets.
• Follow all company safety and security policies…