Guest Services Supervisor

A beloved hotel with an enviable oceanfront location is now even better, following a $50 million renovation. Our newly redesigned Loews Miami Beach Hotel includes all-new touchpoints throughout the property. Welcome to a South Beach Icon, Reimagined.

Job Specific

• Oversees the safe and efficient flow of traffic at the Hotel entrance area
• Ensures that courteous, prompt and consistent luggage assistance is provided to guests in accordance with all Loews Hotels Star Service standards
• Completely familiar with all Hotel facilities, room types and operating hours
• Completely familiar with Hotel emergency procedures and assists Security with Code Red situations
• Maintains proper staffing levels at all times for Bell Service, based on arrival and departure figures and taking into consideration productivity calculations
• Provides Hotel information and travel directions to Hotel guests
• Maintains cleanliness of Hotel front entrance area and lobby, contacting Housekeeping for major cleaning tasks
• Assist guests with transportation needs
• Is alert to guest who appears to be intoxicated and intends to drive a vehicle notifies Security
• Offers the storage of guest luggage
• Maintains adherence to Guest Services key control and security procedures
• Trains and monitors the performance of Bellpersons, including posting when guest assistance is not required
• Provides up to date information to Bell staff regarding Hotel operating hours, groups in house and travel directions
• Ensures that accurate Hotel information and travel directions are given to guests
• Organizes and coordinates group bag pulls, ensuring proper recording and payment to participating Bellpersons and Door Attendants side by side with Door Captain
• Maintains a good working relationship with all Hotel departments, with special emphasis on Front Desk, Valet, Concierge, Sales and Housekeeping
• Makes daily assignments of Handhelds and ensures utilization of Handhelds
• Ensures maintenance of equipment including Handhelds, bellcarts etc.
• Addresses guests by name
• Answers telephone in accordance with Loews Hotels Star Service Standards
• Ensures delivery of items and packages to guestrooms and meeting rooms
• Coordinates curbside check-in process with other Guest Services areas of operation
• Ensures guests identified for curbside check-in are welcomed and registered utilizing handheld technology
• Ensures a seamless arrival for all guests
• Closely coordinates group arrivals with Door Captain
• Reads and initials all entries in Front Desk Log Book and all information on Front Desk Bulletin Board
• Reads Group Profiles and Banquet Event information on a daily basis
• Maintains the cleanliness and excellent condition of equipment and work area
• Other duties as assigned

General

• Promotes and applies teamwork skills at all times
• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Attends required hotel meetings and training sessions
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with hotel standards, policies and rules
• Recycles whenever possible
• Remains current with hotel information and changes
• Complies with hotel uniform and grooming standards

Qualifications

• Excellent communication skills oral and written
• Minimum one year experience as a Bell or Door Attendant
• High School Diploma
• Knowledge of the local area, roadways and services
• Ability to lift up to 75 pounds and push a cart weighing up to 150 pounds
• Strong leadership abilities
• Able to work a flexible schedule, including weekends and holidays