Guest Services Coordinator

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 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.

What We're Looking For:

A polished and proactive Guest Services Coordinator who serves as the central point of contact for guest inquiries, special requests, and VIP arrangements. You'll manage pre-arrival communications, coordinate with multiple departments, and ensure every detail of the guest experience is seamless-delivering Loews' signature hospitality from start to finish.

Who You Are:

• Hospitality Expert : You anticipate needs and create personalized experiences for every guest.

• Organized & Detail-Oriented : You manage multiple priorities with precision and follow-through.

• Clear Communicator : You convey information accurately and professionally across teams and to guests.

• Problem Solver : You resolve challenges quickly and creatively, always protecting the guest experience.

• Collaborative Partner : You work closely with Front Office, Housekeeping, F&B, and Concierge teams to deliver excellence.

• Veterans and military spouses are encouraged to apply.

What You'll Do:

• Serve as the primary liaison for guest inquiries, special requests, and pre-arrival arrangements.

• Manage VIP and group arrival details; ensure amenities, room preferences, and personalized touches are in place.

• Respond promptly to emails, calls, and in-person requests; provide accurate information on hotel services and local attractions.

• Coordinate transportation, dining reservations, and activity bookings in partnership with Concierge.

• Maintain accurate guest profiles and preferences in property systems; update notes for future stays.

• Communicate effectively with Housekeeping, Engineering, and F&B to ensure timely delivery of requests.

• Monitor daily arrivals/departures and special events; adjust plans to meet changing needs.

• Assist with front desk coverage during peak periods; support check-in/check-out processes as needed.

• Handle guest concerns with empathy and discretion; resolve issues or escalate to leadership promptly.

• Document service recovery actions and feedback for continuous improvement.

• Prepare daily VIP and special request reports; share with relevant departments.

• Track guest feedback and trends; provide insights to enhance service offerings.

• Maintain confidentiality and compliance with brand standards and local regulations.

• Preserve the livelihood and reputation of the property by complying with legal policies and requirements.

• Regularly lift up to 25 pounds, reach, bend, crouch, kneel, push, pull, and walk.

• Regular attendance in conformance with standards.

• May be required to work varying schedules to reflect business needs.

• Required to attend all mandatory training sessions and meetings.

• Perform other duties as assigned.

Your Qualifications Include:

• Previous experience in hospitality or relevant industry required.

• Previous experience with dispatching, scheduling, or team coordination preferred.

• Previous experience with bell services preferred.

• Intermediate computer skills and ability to learn Property Management Systems required.

• Familiarity with Opera, HOTSOS, and Alliant is preferred.

• Position requires valid state issued Driver's License in good standing to operate a company vehicle.

• 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 75+ pounds as needed.

• Position requires the ability to withstand outdoor elements for long periods of time as needed.