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