Guest Services Manager - Loews Hotels Universal Orlando

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 andbe 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.