Guest Arrival 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 Universal Cabana Bay Beach Resort

Join the team at this vibrant, retro hotel inspired by iconic Florida beach resorts of the 1950s and 60s.

What We Are Looking For

A guest-focused operational leader who oversees guest arrival, departure, and support services, ensuring a seamless and welcoming experience from first impression through departure. This role drives operational excellence across guest-facing operations while fostering a culture of service, teamwork, and continuous improvement.

Who You Are

• A hands-on leader who motivates and manages with clarity, consistency, and respect.

• Organized and efficient, balancing operational priorities with service excellence.

• A clear communicator who fosters alignment and cross-functional collaboration.

• Solutions-oriented and adaptable, with strong real-time decision-making and troubleshooting skills.

• Committed to developing talent and creating a positive, high-performing team culture.

• Continuously seeks ways to enhance the guest experience through feedback analysis and service improvements.

• Able to build strong partnerships across departments to deliver consistent and seamless guest experiences.

• Veterans and military spouses encouraged to apply.

What You Will Do

• Lead and develop a team focused on delivering exceptional guest arrival, departure, and support experiences while managing staffing, scheduling, operational readiness, and onboarding.

• Provide ongoing coaching, feedback, and development to build a service-focused, high-performing team.

• Oversee guest arrival and departure operations, including guest assistance services, luggage handling and storage, parking operations, package management, and other assigned guest service functions.

• Ensure consistent execution of service standards that create a welcoming, efficient, and seamless guest experience.

• Foster collaboration across operational teams to remove barriers, improve service delivery, and enhance the overall guest experience.

• Take ownership of guest concerns through effective service recovery, root cause analysis, and timely resolution.

• Manage labor, payroll, operational expenses, and departmental equipment to ensure operational effectiveness and resource stewardship.

• Partner closely with Front Office, Food & Beverage, Housekeeping, and other operational teams to maintain communication and support seamless guest flow.

• Monitor service performance and guest feedback, identify trends, and implement improvements that enhance guest satisfaction.

• Lead continuous service improvement efforts by evaluating operational processes and driving enhancements that improve efficiency and the guest experience.

• Support the implementation of new processes, policies, technology enhancements, and operational initiatives.

• Maintain a safe, organized, and guest-ready environment across all assigned operational areas.

• Maintain regular and reliable attendance in alignment with company standards and operational needs.

• Embrace flexibility by performing other duties as assigned to support team and organizational goals.

• This position requires regular on-site presence.

Your Qualifications Includes :

• 2+ years of operational experience in bell services, door operations, or guest arrival services

• At least 1 year of leadership experience, including hiring, coaching, and supervision

• Demonstrated ability to manage scheduling and payroll in correlation to business volumes.

• Familiarity with safety and operational protocols in guest arrival services

• Multilingual communication skills, preferred

• Experience managing luxury or high-volume hotel bell operations, preferred

Who You'll Supervise :

• Guest arrival 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.