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.

Supervises and provides operational guidance to a team of Guest Services team members, including Bell, Door, and Desk support.

Responsible for providing direction, assistance, coordination, and follow-up on guest requests, service recovery opportunities, and operational needs, following the direction of their manager.

Leads staff in providing guidance, assistance, coordination, and follow-up on guest requests and in the resolution of guest concerns or service issues under the guidance of their manager

Supervises all activities of the Guest Services team to ensure service standards are consistently met

Ensures all guest interactions, requests, and service orders are properly recorded and tracked in systems such as HotSOS or Opera

Supervises, guides, and provides support and training to Guest Services team members in alignment with departmental standards

Assist the Manager with scheduling coverage for Guest Services operations based on business demands, occupancy, and group activity

Coordinates with hotel departments (Front Office, Housekeeping, Valet, Engineering, etc.) to ensure seamless guest service and resolution of issues

Performs problem identification and resolution related to guest service challenges

Assists the Manager in the development, implementation, and maintenance of policies and procedures to ensure consistency in service delivery and follow-up on guest requests

Assist with onboarding and training of new team members, ensuring familiarity with hotel systems, service standards, and procedures

Regular attendance in conformance with standards

May be required to work varying schedules to reflect business needs

Required to attend all training sessions and meetings

Assist the departmental manager with performance reviews, coaching, and development of team members

Participate in departmental initiatives, service improvement projects, and operational planning

Support training programs and team development initiatives

Assist in monitoring departmental performance, guest satisfaction scores, and service quality

Other duties as assigned

Requires a strong knowledge of hotel operations, excellent communication skills, analytical ability, sound judgment, and leadership skills, and the ability to work effectively with guests, team members, management, and other departments. Experience with hotel systems such as Opera, HotSOS, or similar platforms preferred.

Previous experience in a luxury or Forbes-rated hotel environment

Previous supervisory or leadership experience within Guest Services or Front Office

High school diploma or equivalent required

Associate's or Bachelor's degree in Hospitality or a related discipline preferred

Two or more years of experience in Guest Services, Front Office, or related hotel operations, or an equivalent combination of education and work experience

Previous supervisory experience preferred