Front Office Manager

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, 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 Stella Nova Resort

Join the team and step into another galaxy, where you'll help guests land in a universe of thrills and adventure.

WhatWe'reLooking For:

AFront Office Manager to direct and supervise the operational activities of the guest services team to theappropriatelevelsof service and quality as defined by Loews Hotels. Overall responsibilities include room typemanagement, training, team relations, communication, cash handling, day to day supervision in partnership with the front office leadership.

What You Will Do:

• Manage the daily operations of the Front Office team.

• Manage payrollandscheduling.

• Monitor, communicate, and respond to guest feedback.

• Oversee room allocations based on guest preferences and coordinate with housekeeping.

• Implement training programs while mentoring staff to foster professional growth.

• Serve as the primary contact for internal and external inquiries.

• Conduct audits andmaintainaccuratefinancial records, ensuringtimelypayment processing and analyzing financial performance.

• Prepare performance reports for management on operational effectiveness and guest feedback.

• Collaborate on initiatives to promote hotel services and enhance operational efficiency.

• Monitors hotel Credit Limit Reporton a daily basis, ensuringtimelypayments on accounts

• Works closely with the VIP Manager to coordinate VIP arrivals/departures

• Reviews Group Resumes and Billing Profile information, ensuring communication of all necessary information to Front Office

• Oversees the pre-blocking of rooms for VIP's and guests with special requests

• Works with Conference Managers and Sales Managers to satisfy allspecial grouprequests

• Acts as the Hotel Manager on Duty, as assigned, which includes but not limited to, first responder to hotel emergencies, de-escalation of guest and team member issues, etc.

• Coordinates and oversees group remote check-ins

• Ensures the clean and excellent condition of front drive,lobbyand Front Desk area

• Maintain reliability to support operational needs and perform other duties as assigned to support team and organizational goals.

Who You Are:

• Analyticalthinkerpassionate about data and its impact on business strategy.

• Proactive, organized, and able to manage multiple tasks and meet deadlines in a fast-paced environment.

• Self-motivated, results-oriented, and capable of delivering high-quality insights independently.

• Collaborative team player who fosters positive working relationships and communicates effectively.

• Committed to continuous learning and growth within the business intelligence field.

• Innovative thinker with strong attention to detail, able to synthesize, interpret, and translate data.

• Skilled inidentifyingroot causes of problems and developing solutions for complex issues.

• Excellent communicator, able to translate complex data into clear, actionable insights and lead teams to meet business requirements.

• Veterans and military spouses encouraged to apply

YourQualificationsIncludes:

• Minimum of four years of experience with guest services and/or housekeeping required.

• Minimum of three years of leadership experience in hospitality required.

• Proficiency in Microsoft Suite and ability to learn Property Management Systems required.

• Familiarity with Opera, HOTSOS, 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 periods of sitting or standing while using hands, fingers, vision, and hearing to successfully operate computer and phone systems as needed.

WhoYou'llSupervise:

• Front Office Department