Assistant Star Service Manager

Job Description

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 Hard Rock Hotel

Join the band and deliver show-stopping service at one of the coolest hotels on the planet, designed as a rock star's mansion.

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.

What We Offer:

• 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

• Many of our Leadership positions are bonus eligible

What We're Looking For:

The Assistant In-Room Dining Manager supports the In-Room Dining Manager in overseeing the day-to-day operations of in-room dining services, ensuring exceptional guest experiences. This role involves supervising staff, managing logistics for meal delivery, maintaining service standards, and assisting with scheduling, inventory, and guest satisfaction. The Assistant Manager helps create a seamless dining experience for guests while ensuring efficiency and profitability.

Who You Are:

• Ability to inspire, motivate, and manage a team to deliver excellent service

• Prioritize guest satisfaction, quickly resolving any service issues or complaints.

• Clear and effective communication with guests, staff, and other departments.

• Ability to multitask and work efficiently in a fast-paced environment.

• Passion for delivering high-quality service and creating memorable guest experiences.

• Strong attention to detail and organizational skills.

What You Will Do:

• Supervise the in-room dining team, including order takers, delivery attendants, and captains.

• Monitor food and beverage preparation to ensure adherence to presentation and quality standards.

• Coordinate with the kitchen team to accommodate special guest requests and dietary needs.

• Oversee shift operations, ensuring smooth service during peak hours and overnight shifts.

• Ensure all guests receive prompt, courteous service and that their expectations are exceeded.

• Handle guest complaints or service issues professionally, resolving them quickly and effectively.

• Monitor guest feedback to identify areas for improvement and implement changes as needed.

• Assist in recruiting, onboarding, and training in-room dining staff.

• Schedule staff shifts to ensure optimal coverage during service periods.

• Provide coaching and performance feedback to encourage staff development.

• Conduct pre-shift briefings to communicate service priorities and updates.

• Monitor inventory levels for food, beverages, and supplies; coordinate with purchasing as needed.

• Assist with maintaining accurate records of sales, labor, and other operational costs.

• Ensure proper portion control and minimize waste to meet budget goals.

• Ensure compliance with health, safety, and sanitation regulations.

• Oversee equipment maintenance and cleanliness of in-room dining areas.

• Ensure all staff follow hotel policies and service standards.

• Other duties as assigned.

Your Experience Includes:

• Minimum of one year Food & Beverage leadership experience required.

• Strong knowledge of in-room dining operations, food safety, and service standards.

• Proven experience working in high-volume Food and Beverage operations preferred.

• Exceptional problem-solving abilities and attention to detail.

• Ability to multitask and work effectively in a fast-paced, high-pressure environment.

• Familiarity with POS systems and financial reporting tools.

• Effective management, leadership, organizational and communication skills

• 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.

Who You'll Supervise:

• Star Service Team

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.