About this role
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.
About Lakewood Regional Support
Our regional support center provides resources to our hotels for multiple areas including Human Resources, Engineering, Purchasing, Accounting, Security, Group Reservations, Guest Contact Center, Information Technology, Laundry and Communications.
What We’re Looking For:
A highly skilled Guest Services Contact Center Supervisor to lead and oversee the daily operations of the hotel’s guest services contact center. This role will be responsible for supervising and guiding a team of agents, ensuring exceptional service, effective communication, and smooth operations across all guest service channels. The Guest Services Contact Center Supervisor will play a crucial role in coordinating communication among departments, assisting guests with inquiries, and ensuring that all guest requests are handled promptly and efficiently.
Who You Are:
A dynamic leader with experience in managing a team within a high-volume hospitality contact center environment.
A strong communicator who can effectively coordinate between departments, supervise a team, and handle guest inquiries with professionalism.
A problem-solver who can handle complex situations quickly, ensuring guest satisfaction while maintaining operational efficiency.
Highly organized, with the ability to juggle multiple priorities and adapt to changing conditions in a fast-paced work environment.
An advocate for continuous improvement, always seeking ways to enhance team performance, service delivery, and guest experiences.
What You Will Do:
Lead and supervise daily activities of Guest Service/Star Service Agents, ensuring high-quality guest service across all communication platforms.
Assign and monitor work to maximize agent performance, ensuring optimal service delivery and guest satisfaction.
Oversee the operation of multi-line phone systems, ensuring calls are answered professionally and routed appropriately.
Implement and manage training programs, including New Hire Training and ongoing Star Service Competency programs, to ensure team members are knowledgeable and up-to-date with service standards.
Ensure communication of important hotel information, including updates on pool hours, emergencies, and service outages, to team members.
Research Market Metrix surveys and provide daily reports on team performance and guest feedback.
Monitor and enforce compliance with emergency procedures, ensuring proper response protocols are followed during fire alarms, bomb threats, and other critical situations.
Complete detailed shift notes, tracking staffing levels, guest requests, and important incidents.
Manage team member schedules, ensuring proper staffing and coverage during peak hours, and organize breaks and lunches.
Answer guest inquiries and handle requests in a polite and professional manner, providing accurate information and assisting with room service, wake-up calls, and other services.
Promote teamwork and maintain positive relationships with all hotel departments to ensure seamless service delivery.
Ensure the cleanliness and maintenance of equipment and work areas, maintaining high operational standards.
Stay current on hotel information and changes, ensuring all team members are updated and well-prepared to assist guests.
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
Your Experience Includes:
Minimum of one year experience in Hospitality or relevant industry required
Previous experience in call center, front office, or reservations preferred
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.
Other facts
About Loews Hotels
Loews Hotels & Co was founded in 1960 and continues to own and operate hotels and resorts in the United States. Headquartered in New York City, hotel destinations include Arlington, Atlanta, Chicago, Chicago O'Hare, Coral Gables, Hollywood, Miami Beach, Nashville, New Orleans, New York, Orlando, Philadelphia, San Diego, St. Louis, and Tucson. Loews Hotels Hotels & Co operates as a subsidiary of Loews Corporation (NYSE: L).
WHO WE ARE:
We are a dedicated team focused on allowing our guests to flourish when they are with us. From our most senior of management, to our newest team members, we are all forged of the same hospitality DNA. That defining characteristic is a willingness and commitment to offer comfort, care, and everything in us to all who come through our doors. We invest in training and development opportunities for all team members so they may grow and develop as individuals. We embrace diversity at our core and offer the opportunity for all team members to reach their potential as professionals. We promote social responsibility by being a good neighbor in the communities in which we reside. At Loews Hotels & Co, we seek to create a dynamic culture that makes work interesting, challenging, fulfilling and fun.
EQUAL EMPLOYMENT OPPORTUNITY
Loews Hotels and Resorts is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
What you'll do
- Lead and supervise the daily activities of Guest Service Agents, ensuring high-quality guest service across all communication platforms. Oversee operations, implement training programs, and manage team schedules to enhance performance and guest satisfaction.
Ready to join Loews Hotels?
Take the next step in your career journey