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.

About Lakewood Regional Support

Our regional support center provides resources to our hotels for multiple areas including Human Resources, Engineering, Purchasing, Accounting, Security, Group Reservations, Guest Contact Center, Information Technology, Laundry and Communications.

The Guest Service Agent 3 inputs reservations while maintaining excellent call service levels. They handle travel agent commission inquiries and maintains “Deposit Needed” reservations and are responsible for building and maintaining a positive, supportive relationship with guests, clients and internal customers.  

Job Specific Responsibilities

Ensures ease of guest check-in by inputting wholesale, group and VIP reservations thoroughly and accurately by timeliness in confirmation response (24 hour turnaround-Wholesale/3 hour turnaround-VIP).Ensures appropriate billing information is placed on necessary reservations to ensure the ease of guest check-in and check-outMaintains a 90% call service level on all calls incoming through the switchboardReserves complimentary certificate and team member reservationsAssists group guests as they call for information or changesMaintains updated confirmation of reservations on designated e-commerce accountsCompletes the sale and delivery of Loews Orlando gift certificatesCompletes reports as assignedTroubleshoots any reservation challenges that may arise until a resolution is foundMaintains a prompt response on all Preferred Desk Voicemail, email and faxMaintains accurate and organized group, wholesale and VIP filesMaintains accurate reference information for the reservations staff (ie: non-allotment wholesale availability calendar)Maintains a neat and organized reservations officeMaintains reservations office supply parsResolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.Responsible for monitoring the Live Chat communication and reservation function for all LHUO propertiesSells additional services by recognizing opportunities to up-sell accounts; explaining new features.Maintains call center database by entering informationEnhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishmentsMaintains positive and strong relationships with wholesalers, groups, and any additional means of business contacts that are encounteredMaintains an open line of communication with hotel reservations office, revenue management and CROProcess and file credit card authorizationsCompletes daily cancellation, deposit required, virtual suite, and OTA reportsMaintains an average shop score of 80% or higherMaintains an average available phone time of 80% or higherOperates PC based console system with multiple telephone line capacityAnswers phones in a polite professional manner according to Loews standardsUtilizes Property Management system for guest look up, verification, messaging, etc.Receives, processes, and follows up on guest requests for banquets, engineering, housekeeping, laundry/valet, security, star service, or any other services and/or amenitiesUtilizes PC console and/or PMS to enter messages/guest requests, also relays messages to guests according to Star Service StandardsGives callers accurate and precise directions to several locations related to hotel property and surrounding areaMaintains a shop score of 92% or higherKnowledgeable of hotel services, amenities, and special events.  Maintains directory of current activities including but not limited to character dining, recreation, spa, and children’s campMaintains as average monitoring score of 92% or aboveMaintains an average available phone time of 81% or higherAccepts and enters VIP wake up calls to Loews Standard.  Performs personalized wake- up call functions, assists guests in entering character wake-up call requestsServes as communications hub during Emergency ProceduresMaintains required logs, records and files to document department operationsOther duties as assigned

General Responsibilities

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

Qualification Standards

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation:

Required:

Minimum of one year Guest Service Agent 1, Front Office or Reservation experienceHigh school Diploma or EquivalentExcellent communication skills both oral and writtenKnowledge of computer programs used in reservations, inventory control and Property Management Systems

Experience:  Minimum of one year Guest Service Agent 1, Front Office or Reservation experience