Guest Services Supervisor

Fort Lauderdale Hotel

Opening in Fall 2025 Omni Fort Lauderdale will provide South Florida with 120000 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 though out 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 and procedures; promptly report accidents injuries and unsafe work conditions and complete required safety training and certifications.
• Deliver personalized and memorable guest experiences by consistently applying the Power of One philosophy.
• Demonstrate thorough understanding of all Moments of Service scenarios and execute them to standard.
• Perform other duties and special projects as assigned by the management team.

• Minimum of 1 year of Front Office or Guest Service experience required; hospitality leadership experience outside these departments may also be considered.
• Strong understanding of Concierge Bellman hotel procedures practices and service standards.
• Excellent verbal and written communication skills in English with the ability to interact pleasantly and clearly with guests management and co-workers both in person and by phone.
• Ability to work cohesively with co-workers across all departments.
• Ability to think clearly make quick decisions and solve problems effectively.
• Strong organizational skills with the ability to prioritize tasks follow up and manage multiple responsibilities.
• Ability to work well under pressure handling many guest interactions efficiently

• Ability to manage stressful situations while maintaining a calm professional and welcoming demeanor.
• Proficiency with computers.
• Ability to collaborate with management on special projects.
• Proven leadership skills with the ability to direct develop motivate and provide constructive feedback to staff.
• Ability to train and mentor employees on proper guest interaction and service recovery techniques.
• Flexibility to work a variety of shifts including weekends and holidays.
• Physical requirements: move bend lift carry push pull and place objects weighing up to 50 pounds without assistance; stand or walk for extended periods or entire shifts; perform repetitive motions including extensive use of telephone and computer systems.

ENVIRONMENT & POSITION ANALYSIS:

Move bend lift carry push pull and place objects weighing up to 50 pounds without assistance. Stand walk or sit for an extended period or for an entire work shift. Requires repetitive motion including utilizing telephone/computer for an extended period or for an entire shift.

TOOLS & EQUIPMENT:

Desktop computer (Opera Alice SALTO Synergy Windows Microsoft Office) printer telephone copier fax machine two-way radio dispatch scanner bell carts.

Omni Hotels & Resorts is an equal opportunity employer. The EEO is the Law poster and its supplement are available using the following links:EEOC is the Law Posterand the following link is theOFCCPs Pay Transparency Nondiscrimination policy statement

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