Rooms Quality Assurance Specialist

Loews Hotels & Co•Orlando, FL

14d

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. and Canada. 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.

Requirements

Has a thorough understanding of Loews Hotels & Co, standards
Understands the importance of teamwork and interdepartmental communication
Is a skilled on the job trainer
Has a high degree of detail orientation
Prioritizes safety of guests and team members
Enjoys providing a high level of service in both the front and back of the house
Minimum one (1) year of supervisory experience in a hotel environment is required.
Knowledge of safety standards and OSHA regulations is required.
Strong English communication skills are required (reading, writing, and speaking).
Exceptional organizational skills with the ability to multitask and solve problems effectively.
Proficient computer skills and strong attention to detail are essential.
Must have the ability to ensure high standards of performance and guest satisfaction.
Excellent customer service and hospitality skills are required.
Must be able to work a flexible schedule, weekends and holidays as required.

Nice To Haves

Previous experience in Housekeeping and/or Front Office operations is preferred.
Prior experience with hotel systems is preferred (e.g., HotSOS, REX, PMS, Opera).
Bilingual language skills are a plus.
Experience with quality assurance tools or auditing software is preferred (e.g., Dashboards, Medallia).

Responsibilities

Primary duty is to drive guest satisfaction by maintaining product and service quality standards through the training of the Housekeeping Team.
Regularly updates and analyzes the QA Dashboard.
Conduct regular Hostar system compliance inspections and inform housekeeping management of deficiencies and recommended remedies.
Attend guest room and public area walks with Director of Rooms.
Conduct random property evaluations to confirm compliance with recommendations.
Schedule regular meetings with Star Trainers and Managers to review QA Dashboard and inspection findings.
Ensure the use of standardized training materials is being delivered through Star Trainers through Room Division.
Create introductory schedules for new GRA’s and monitor progress with Star Trainers
Complete, track and ensure timely submission of training plans for all new hires.
Support other Rooms’ Division training.