At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.

Named one of Central Florida’s Top Workplaces and one of America’s Best-in-State Employers by Forbes, we are committed to our “power of we” culture.

Are you looking for a place where you can bring your authentic self to work every day and be able to connect, engage and delight?

We offer excellent benefits and perks including one free meal per shift and free theme park access.

We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.

We embrace diversity at our core and offer the opportunity for all team members to reach their potential.

We invest in training and development opportunities for all team members.

We promote social responsibility by being a good neighbor in the community.

We care for you, just as we care for others.

Responsible for coordinating the provision of world-class front desk services to hotel guests. Directs the exceptionally friendly, professional, and efficient welcome registration, rooming and account settlement for hotel guests. Ensures prompt and complete satisfaction of guest requests and professional and timely resolution of guest complaints. Maintains accurate occupancy data and assists in maximizing daily rooms revenue through the application of effective yield management sales strategies. Liases with Valet Parking provider to ensure smooth operation consistent with hotel standards. Trains, monitors and supervises the performance of all Guest Services employees.

Job Specifics

Assists with the coordination of all aspects of curbside check-inAssists with the coordination of the exceptionally friendly, professional and seamless reception, registration, rooming and account settlement for all hotel guestsEnsures the satisfaction of all guest requests and the resolution of all complaints received by the Guest Services TeamAssists with the development and updating of guest rooming proceduresAssists with the development and management of repeat guest and VIP service programsEnsures adherence to all hotel cashier and credit policiesMonitors cashier accuracy and over and short data, taking action and providing additional training as necessaryMonitors hotel Credit Limit Report on a daily basis, ensuring timely payments on accountsAssists in establishing and ensuring adherence to all Loews Hotels Star Service StandardsEvaluates changes in guest needs, the hotel’s guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returnsWorks closely with the VIP Services Manager to coordinate VIP arrivals/departuresInteracts frequently with guests to ensure total satisfaction with hotel servicesAssists in recruiting and interviewing all Guest Services staffProvides training for all Guest Services employeesEnsures adequate training of all Guest Services staff to take after-hours reservation callsEvaluates individual employee performance, determining improvement and training needs and advancement requirementsFamiliar with and able to troubleshoot problems with following systems: key encoding, call accounting, in-room movies, video checkout, electronic data capture, PMS interface controlReviews/maintains daily payroll reports/records, maintaining labor costs within forecasted budgetary guidelinesCoordinates hotel participation in Loews First and other corporate marketing programsMonitors the occupancy status of all due-out roomsMaintains accurate records detailing hourly house countsReviews Group Resumes and Billing Profile information, ensuring communication of all necessary information to Guest Services personnelOversees the pre-blocking of rooms for VIP’s and guests with special requestsWorks with Conference Managers and Sales Managers to satisfy all special group requestsPre-registers special guests and maintains up-to-date system statusAssists in ensuring the provision of all appropriate information and collateral materials to package guestsAssists in ensuring optimal communication and exchange of information with ConciergeAssists in ensuring accurate communication of information to guests regarding all hotel facilities and operating hoursCoordinates and oversees group remote check-insEnsures the clean and excellent condition of front drive, lobby and Front Desk areaAttends appropriate meetings and seminarsMaintains inventories of office suppliesOther duties as assigned

General

Promotes and applies teamwork skills at all timesNotifies appropriate individual promptly and fully of problems and/or unusual matters of significanceIs polite, friendly, and helpful to guests, management and fellow employeesExecutes emergency procedures in accordance with hotel standardsComplies with required safety regulations and proceduresAttends appropriate hotel meetings and training sessionsMaintains cleanliness and excellent condition of equipment and work areaComplies with hotel standards, policies and rulesRecycles whenever possibleRemains current with hotel information and changesComplies with hotel uniform and grooming standards

Qualifications

Bachelor Degree in Hospitality Management or related field or equivalent experienceMinimum five years hotel operations management experienceExtensive knowledge of all hotel departments. Excellent communication skills – oral and writtenExcellent guest service skillsStrong leadership skillsKnowledge of computer programs used in property managementAbility to work flexible schedule to include weekends and holidays