Guest Services Manager - Loews Hotels Universal Orlando

Loews Hotels•Orlando, FL

About The Position

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, age, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us. What We Offer: Competitive health & wellness benefits, 401(k) & company match Paid Sick Days, Vacation, and Holidays, Paid Bereavement Pet Insurance and Paid Pet Bereavement Training & Development opportunities, career growth Tuition Reimbursement Team Member Hotel Rates, other discounts, perks and more Admission and discounts at Universal Studios Florida, Islands of Adventure and Volcano Bay. One free meal per shift On-site dry-cleaning; complimentary uniform dry cleaning What We’re Looking For: An engaging and guest-focused leader who oversees Lobby Concierge, Club Concierge, and Bell Services operations. Drives service excellence across arrival, departure, and in-stay touch points, ensuring seamless coordination, elevated guest experiences, and team alignment in a fast-paced, high-volume hotel environment. Who You Are: Hands-on leader who motivates and manages with clarity, consistency, and respect Organized and efficient, balancing operational priorities with service excellence Clear communicator who fosters alignment and cross-functional collaboration Solutions-oriented and adaptable, with strong troubleshooting skills in real time Role model for professionalism, hospitality, and guest-focused service Committed to developing talent and creating a positive, high-performing team culture Continuously seeks ways to improve guest experience by analyzing feedback and leading service enhancements Veterans and military spouses encouraged to apply. What You’ll Do: Inspire and empower your team to deliver exceptional guest experiences by fostering a culture of growth, collaboration, and accountability while overseeing day-to-day operations, staffing, performance, and ensuring a successful, consistent on-boarding process Provide ongoing coaching and development to cultivate a motivated team committed to operational excellence and service quality Oversee multiple departments, driving alignment and consistency across teams to create a seamless and memorable guest journey Take ownership of guest concerns by driving root cause analysis and leading effective service recovery to maintain satisfaction and loyalty Manage labor planning, payroll approvals, operational expenses, and inventory - including office supplies - to optimize resources and maintain operational readiness Foster strong partnerships across departments through clear communication and collaborative problem-solving to support unified service delivery Lead continuous process improvement by analyzing guest feedback and championing initiatives that elevate the guest experience Represent Guest Services in leadership meetings and cross-functional forums Other duties as assigned. Headquartered in New York City, Loews Hotels & Co is rooted in deep heritage in the hotel industry and excellence in service. As one of the only independently owned family hotel companies, we know that hospitality comes from the heart. Loews Hotels & Co owns and operates hotels and resorts across the U.S. and Canada. Located in major city centers and resort destinations, including multiple hotels in partnership with Universal Orlando Resort, Loews Hotels & Co features properties grounded in family heritage and dedicated to delivering unscripted guest moments, all with a locally handcrafted approach. We pride ourselves on the individuality and uniqueness of our offering. Joining Loews Hotels & Co means not just gaining a job, it means becoming a part of a family. A family where Team Member growth and empowerment are part of our DNA and have been for decades. We offer progressive benefits including paid parental leave, 401K matching and travel benefits, and opportunities for ongoing learning and development. But beyond that, as a member of the Loews Hotels family, you are part of a culture of diversity and inclusion, one that works hard to protect our environment with eco-friendly and sustainability programs, and one that is always a good neighbor to their communities, supporting them in ways large and small. We welcome you to join us. Loews Hotels & Co is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.

Requirements

An engaging and guest-focused leader who oversees Lobby Concierge, Club Concierge, and Bell Services operations.
Drives service excellence across arrival, departure, and in-stay touch points, ensuring seamless coordination, elevated guest experiences, and team alignment in a fast-paced, high-volume hotel environment.
Hands-on leader who motivates and manages with clarity, consistency, and respect
Organized and efficient, balancing operational priorities with service excellence
Clear communicator who fosters alignment and cross-functional collaboration
Solutions-oriented and adaptable, with strong troubleshooting skills in real time
Role model for professionalism, hospitality, and guest-focused service
Committed to developing talent and creating a positive, high-performing team culture
Continuously seeks ways to improve guest experience by analyzing feedback and leading service enhancements

Responsibilities

Inspire and empower your team to deliver exceptional guest experiences by fostering a culture of growth, collaboration, and accountability while overseeing day-to-day operations, staffing, performance, and ensuring a successful, consistent on-boarding process
Provide ongoing coaching and development to cultivate a motivated team committed to operational excellence and service quality
Oversee multiple departments, driving alignment and consistency across teams to create a seamless and memorable guest journey
Take ownership of guest concerns by driving root cause analysis and leading effective service recovery to maintain satisfaction and loyalty
Manage labor planning, payroll approvals, operational expenses, and inventory - including office supplies - to optimize resources and maintain operational readiness
Foster strong partnerships across departments through clear communication and collaborative problem-solving to support unified service delivery
Lead continuous process improvement by analyzing guest feedback and championing initiatives that elevate the guest experience
Represent Guest Services in leadership meetings and cross-functional forums
Other duties as assigned.

Benefits

Competitive health & wellness benefits
401(k) & company match
Paid Sick Days, Vacation, and Holidays
Paid Bereavement
Pet Insurance and Paid Pet Bereavement
Training & Development opportunities, career growth
Tuition Reimbursement
Team Member Hotel Rates, other discounts, perks and more
Admission and discounts at Universal Studios Florida, Islands of Adventure and Volcano Bay.
One free meal per shift
On-site dry-cleaning; complimentary uniform dry cleaning
paid parental leave
travel benefits
opportunities for ongoing learning and development