Rooms Quality Assurance Specialist

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 Loews Portofino Bay Hotel

Join the team at this Italian-inspired hotel that is a re-creation of the seaside village of Portofino, Italy.

What We're Looking For :

An enthusiastic individual who cares about the guest and team member experience, and who is committed to maintaining our resort property at the highest level of service and safety

Who You Are :

• Has a thorough understanding of Loews Hotels & Co, standards
• Understands the importance of teamwork and interdepartmental communication
• Is a skilled on the job trainer
• Has a high degree of detail orientation
• Prioritizes safety of guests and team members
• Enjoys providing a high level of service in both the front and back of the house

What You'll Do :

• Primary duty is to drive guest satisfaction by maintaining product and service quality standards through the training of the Housekeeping Team.
• Regularly updates and analyzes the QA Dashboard.
• Conduct regular Hostar system compliance inspections and inform housekeeping management of deficiencies and recommended remedies.
• Attend guest room and public area walks with Director of Rooms.
• Conduct random property evaluations to confirm compliance with recommendations.
• Schedule regular meetings with Star Trainers and Managers to review QA Dashboard and inspection findings.
• Ensure the use of standardized training materials is being delivered through Star Trainers through Room Division.
• Create introductory schedules for new GRA's and monitor progress with Star Trainers
• Complete, track and ensure timely submission of training plans for all new hires.
• Support other Rooms' Division training.

Your Experience Includes :

• Minimum of one year of experience with guest services and/or housekeeping required.
• Previous experience in a role with supervisory elements, including training, coaching, or supporting team performance required.
• Proficiency in Microsoft Suite and Property Management Systems required.
• Familiarity with Opera, HOTSOS, and Medallia is preferred.
• Must complete OSHA-mandated safety training within the first 30 days of employment.
• Star Trainer certification preferred.
• Position requires the ability to communicate effectively in English, both verbally and written, with team members, leaders, and guests.
• Position requires flexibility to work a varied schedule, including days, nights, weekends, and holidays, as scheduled.
• Position requires prolonged standing, walking, lifting, pushing, and pulling 50+ pounds as needed.

Who You'll Work With:

• A talented group of Rooms' Division Team Members to include: Guest Room Attendants, Housepersons, Public Area Attendants, and Housekeeping Dispatchers

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.