Star Service Supervisor

Universal Helios Grand Hotel is hiring a Star Service Supervisor onsite in Orlando, FL to lead Star Service Delivery and coordinate hospitality and in-room dining related workflows. The role supports consistent execution of setup, service, breakdown, VIP attention, and guest requests while performing opening and closing duties and coaching team members.

Key Responsibilities

• Perform departmental opening and closing duties in accordance with hotel standards
• Monitor and supervise department staff, including coordinating daily execution of service needs
• Schedule Star Service Delivery staff based on established guidelines and forecasted business needs
• Obtain Hospitality function sheets and coordinate related activities to support timely completion of required duties
• Oversee all aspects of Hospitality Suite setup, service, and breakdown
• Oversee amenity preparation and delivery, including monitoring in-house VIPs to support satisfaction
• Supervise completion of required setup and preparation at the start of each shift, and clean up, including restocking at shift end
• Inspect all equipment prior to, during, and at the end of shift, and report needed repairs to a supervisor
• Inventory supplies at the beginning of shift and obtain supplies needed to support the forecasted level of business
• Coordinate preparation of coffee as required throughout the shift
• Reset trays and carts as required during the shift
• Check all Room Service Orders for accuracy and completeness before departing the kitchen
• Oversee and expedite Star Service requests to guests in a timely manner
• Monitor delivery, setup, and service of Housekeeping-related requests and Room Service orders in guest rooms
• Ensure proper charge authorization or payment is obtained for delivered orders
• Monitor completion of departmental paperwork to ensure accuracy
• Coordinate pickup of soiled Room Service trays and carts from guestrooms and corridors
• Ensure cleanliness of the Room Service area and equipment; assign and verify completion of closing duties at the end of shift
• Oversee restocking activities for guestroom refreshment pantries, including maintaining inventory levels
• Coordinate maintenance of guestroom refreshment pantries and restocking equipment
• Coordinate pickup, processing, and delivery of guest laundry valet orders
• Perform administrative functions for the department in accordance with hotel standards
• Maintain special service and amenity request files and coordinate delivery of requested items
• Oversee and assist in setup and delivery of service in Hospitality Suites
• Attend meetings as required to communicate with personnel and stay current on hotel information and activities
• Coach, counsel, train, and retrain employees as needed to maintain superior service levels
• Perform other duties as assigned

General Expectations

• Promote and apply teamwork skills at all times
• Notify the appropriate individual promptly and fully of problems and/or unusual matters of significance
• Maintain a polite, friendly, and helpful approach to guests, management, and fellow employees
• Execute emergency procedures in accordance with hotel standards
• Comply with required safety regulations and procedures
• Attend appropriate hotel meetings and training sessions
• Maintain cleanliness and excellent condition of equipment and the work area
• Comply with hotel standards, policies, and rules
• Recycle whenever possible
• Remain current with hotel information and changes
• Comply with hotel uniform and grooming standards

Requirements

• Minimum of one year of experience in hospitality or a relevant industry
• Previous supervisory experience is preferred, including training, coaching, or supporting team performance
• Previous in-room dining experience is preferred
• Proficiency in using POS software and the Microsoft Office Suite
• Certification as a Food Service Manager or other required certification based on State, County, or Local regulations, or the ability to obtain it
• Ability to obtain TIPS certification
• Effective communication in English, both verbally and in writing, with team members, leaders, and guests
• Ability to work a varied schedule, including days, nights, weekends, and holidays, as scheduled
• Ability to alternate between desk work and on-floor activity, including standing, walking, and lifting 35 to 50 pounds

Technologies

• POS software
• Microsoft Office Suite

Benefits

• One free meal per shift
• Free theme park access
• Excellent benefits and perks