Job Description

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.Who We Are: Founded in 1960, Loews Hotels & Co operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations.Growth and belonging start here; you’ll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role—from Guest Services to Finance, Culinary to IT—offers opportunities to grow and make a meaningful impact.Creating a Team Member experience where you belong no matter what race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.About Universal Endless Summer Resort – Dockside Inn and SuitesJoin the team at this hotel inspired by the sand, the sea and breathtaking sunsets.What We’re Looking For:An experienced hospitality manager responsible for delivering exceptional service to high-profile guests and groups, ensuring their unique needs and preferences are met with the highest level of professionalism and discretion. This role involves overseeing the entire guest experience, from pre-arrival arrangements to departure, to guarantee an unparalleled stay.Who You Are:Highly organized and responsibleExcellent communicator with both guests and fellow team membersForward thinking and effective problem solver and multitaskerEnjoys providing a high level of service in both the front and back of the houseVeterans and military spouses encouraged to applyWhat You’ll Do:Hires, trains, praises, coaches and monitors the performance of Tour and Travel staffProduces weekly department scheduleOrganizes and manages daily operations of Group, Wholesale, and VIP Reservations.Drives revenue through additional areas of opportunity through the sale of souvenir cups, food vouchers and other services available at the resort.Contributes to controlling departmental expenses, such as labor and operational expenses.Creates a resume and PEOs for each group to communicate, in a timely manner, information to facilitate efficient purchasing, scheduling and staffing by all departments.Maintains current knowledge of all reservation-related systemsWorks closely with Front Office, Conference, and Sales Managers to ensure a smooth guest experience, attending various meetings as required.Coordinate personalized pre-arrival arrangements, including room preferences, amenities, and special requests.Ensure seamless check-in and check-out processes.Liaise with all hotel departments (e.g., Housekeeping, Food & Beverage, Security) and Universal Orlando partners to ensure the flawless execution of group experiences.Prepares and shares reports for group contacts, maintains accurate filing systems, and communicates new information to the operations team.Promotes positive relationships with groups and business contacts, ensures all guest information and requests are handled efficiently, and promotes hotel services.Works with Universal Orlando and other in-house vendors to satisfy group entertainment needs. Promotes and applies teamwork 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 rulesRemains current with hotel information and changesComplies with hotel uniform and grooming standardsOther duties as assigned. Your Experience Includes:Minimum of two years of experience with guest services required.Minimum of one year of supervisory experience in hospitality or a B.S. in Hospitality with one year in a leadership development program preferred.Minimum of one year of experience supporting high-profile, VIP, or group guests required.Proficiency in Microsoft Suite and ability to learn Property Management Systems required.Familiarity with Delphi, Opera, HOTSOS, Alliant, Sertifi, Resy, Zomato, and Medallia is preferred. Position requires the ability to communicate effectively in English, both verbally and written, with team members, leaders, and guests.Position requires open availability aligned with business needs, ensuring leadership presence during peak service times and operational priorities. Position requires prolonged standing and walking repetitively throughout shift. Who You’ll Supervise:Tour and Travel CoordinatorsSummaryLocation: FL - Orlando - Universal Endless Summer Resort – Dockside Inn and SuitesType: Full time

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