Assistant 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 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 Universal Terra Luna Resort

Join the team, where you'll guide guests through new worlds of discovery in a universe of thrills and adventure.

What We're Looking For :

We are seeking An experienced and dynamic Assistant Front Office Manager to lead and supervise the operational activities of our guest services team at Loews Hotels. This pivotal role is responsible for ensuring our team delivers exceptional service and quality, consistently exceeding guest expectations at the front desk and in concierge services.

Who You Are :

• A natural leader with the ability to inspire and motivate a diverse team, fostering a positive and collaborative work environment.
• Committed to delivering exceptional guest experiences, with a passion for anticipating and exceeding guest needs.
• Communicates with authenticity, reflecting our culture of support, inclusion, and service in all written and verbal exchanges.
• Proactive in resolving issues and addressing guest concerns, with the ability to think critically and make sound decisions under pressure.
• A highly organized individual with strong multitasking abilities, able to prioritize effectively and manage time efficiently in a fast-paced environment.
• Veterans and military spouses encouraged to apply

What You'll Do :

• Manage daily operations of the Front Office Team.
• Responsible for leading and delivering exceptional guest experience.
• Lead and supervise the guest services team to ensure high performance, morale, and compliance with service standards.
• Manage payroll services for the Team Members assigned including scheduling, time-card edits, approval of time-off and reporting on one-time payments.
• Monitor, communicate, and respond to guest feedback to enhance service quality and develop strategies for increasing guest loyalty and satisfaction.
• 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 and maintain accurate financial records, ensuring timely payment 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.
• Handle emergencies with professionalism while ensuring the safety and security of guests and staff.
• Perform additional duties as assigned.

Your Qualifications Includes :

• Minimum of two years of experience with guest services and/or housekeeping required.
• Minimum of one year of supervisory experience in hospitality or a B.S. in Hospitality with one year in a leadership development program preferred.
• 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.

Who You'll Supervise :

• Front Desk Team
• Guest Services Team