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 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. What We're Looking For:
A highly skilled Guest Services Contact Center Supervisor to lead and oversee the daily operations of the hotel's guest services contact center. This role will be responsible for supervising and guiding a team of agents, ensuring exceptional service, effective communication, and smooth operations across all guest service channels. The Guest Services Contact Center Supervisor will play a crucial role in coordinating communication among departments, assisting guests with inquiries, and ensuring that all guest requests are handled promptly and efficiently. Who You Are:
A dynamic leader with experience in managing a team within a high-volume hospitality contact center environment. A strong communicator who can effectively coordinate between departments, supervise a team, and handle guest inquiries with professionalism. A problem-solver who can handle complex situations quickly, ensuring guest satisfaction while maintaining operational efficiency. Highly organized, with the ability to juggle multiple priorities and adapt to changing conditions in a fast-paced work environment. An advocate for continuous improvement, always seeking ways to enhance team performance, service delivery, and guest experiences. What You Will Do:
Lead and supervise daily activities of Guest Service/Star Service Agents, ensuring high-quality guest service across all communication platforms. Assign and monitor work to maximize agent performance, ensuring optimal service delivery and guest satisfaction. Oversee the operation of multi-line phone systems, ensuring calls are answered professionally and routed appropriately. Implement and manage training programs, including New Hire Training and ongoing Star Service Competency programs, to ensure team members are knowledgeable and up-to-date with service standards. Ensure communication of important hotel information, including updates on pool hours, emergencies, and service outages, to team members. Research Market Metrix surveys and provide daily reports on team performance and guest feedback. Monitor and enforce compliance with emergency procedures, ensuring proper response protocols are followed during fire alarms, bomb threats, and other critical situations. Complete detailed shift notes, tracking staffing levels, guest requests, and important incidents. Manage team member schedules, ensuring proper staffing and coverage during peak hours, and organize breaks and lunches. Answer guest inquiries and handle requests in a polite and professional manner, providing accurate information and assisting with room service, wake-up calls, and other services. Promote teamwork and maintain positive relationships with all hotel departments to ensure seamless service delivery. Ensure the cleanliness and maintenance of equipment and work areas, maintaining high operational standards. Stay current on hotel information and changes, ensuring all team members are updated and well-prepared to assist guests. Maintain regular and reliable attendance in alignment with company standards and operational needs. Embrace flexibility by performing other duties as assigned to support team and organizational goals Your Experience Includes:
Minimum of one year experience in Hospitality or relevant industry required Previous experience in call center, front office, or reservations preferred Ability to communicate effectively in English verbally and written with team members, leaders and guests required. Must be able to work a flexible schedule, nights, weekends and holidays as required. 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.
