Concierge Supervisor - Loews Hotels at Universal Orlando

Loews Hotels & Co; Orlando (FL); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Free meal per shift

Free theme park access

Job summary

Loews Hotels & Co at Universal Orlando seeks a Concierge/Club Services leader to oversee daily operations, supervise staff, and manage labor costs. You’ll train teams, resolve guest concerns, and ensure high service standards while guiding guests with reservations, tickets, and local recommendations.

Join a diverse team delivering personalized experiences. You’ll work varied shifts, communicate across departments, and stay updated on local attractions to delight guests at every interaction.

Qualifications

• Minimum of one year of experience in hospitality or relevant industry required.
• Previous experience in a role with supervisory elements, including training, coaching, or supporting team performance preferred.
• Previous experience with food and beverage preferred.
• Intermediate computer skills and ability to learn Property Management Systems required.
• Familiarity with Opera, HOTSOS, Alliant, Sertifi, Resy, and Zomato is preferred.
• Certification as Food Service Manager or other as required by State County or Local regulations or ability to obtain such certification.
• Must be able to obtain TIPS certification.
• 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 35+ pounds repetitively as needed.

Responsibilities

• Oversee the daily operations of the concierge desk and/or club services.
• Supervise and support concierge and/or club staff, ensuring they provide exceptional service.
• Assist in scheduling staff and managing labor costs.
• Conduct training sessions and provide ongoing coaching to ensure staff performance and development.
• Ensure high levels of guest satisfaction by providing personalized and efficient service.
• Assist guests with reservations, transportation, event tickets, dining recommendations, and other requests.
• Address and resolve guest complaints and concerns promptly and professionally.
• Monitor and maintain quality standards in guest service.
• Coordinate with other hotel departments to ensure seamless service delivery.
• Maintain an up-to-date knowledge of local attractions, events, and services.
• Maintain concierge desk and club lounge areas.

Skills

Hospitality experience

Supervisory experience

Food & beverage knowledge

Opera knowledge

PMS knowledge

Tools

Opera

HOTSOS

Alliant

Sertifi

Resy

Zomato

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.

Qualifications:

• Minimum of one year of experience in hospitality or relevant industry required.
• Previous experience in a role with supervisory elements, including training, coaching, or supporting team performance preferred.
• Previous experience with food and beverage preferred.
• Intermediate computer skills and ability to learn Property Management Systems required.
• Familiarity with Opera, HOTSOS, Alliant, Sertifi, Resy, and Zomato is preferred.
• Certification as” Food Service Manager” or other as required by State County or Local regulations or ability to obtain such certification.
• Must be able to obtain TIPS certification.
• 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 35+ pounds repetitively as needed.

Key Responsibilities:

• Oversee the daily operations of the concierge desk and/or club services.
• Supervise and support concierge and/or club staff, ensuring they provide exceptional service.
• Assist in scheduling staff and managing labor costs.
• Conduct training sessions and provide ongoing coaching to ensure staff performance and development.
• Ensure high levels of guest satisfaction by providing personalized and efficient service.
• Assist guests with reservations, transportation, event tickets, dining recommendations, and other requests.
• Address and resolve guest complaints and concerns promptly and professionally.
• Monitor and maintain quality standards in guest service.
• Coordinate with other hotel departments to ensure seamless service delivery.
• Maintain an up-to-date knowledge of local attractions, events, and services.
• Ensure the concierge desk and/or club lounge areas are clean, organized, and properly stocked with necessary materials.
• Work closely with the Guest Services Manager to achieve departmental goals.
• Communicate effectively with other departments to ensure smooth operations and guest satisfaction.
• Attend departmental meetings and contribute to ongoing improvement initiatives.
• Manage inventory of guest service materials, such as brochures, maps, and tickets.
• Ensure availability of resources and supplies needed to assist guests.
• Review daily reports and assist in financial planning and forecasting.
• Ensure all staff adhere to health and safety regulations.
• Conduct regular training and briefings on safety procedures.
• Monitor the quality of service provided by the concierge and/or club service teams.
• Implement and maintain standard operating procedures to ensure consistency in service.
• Build and maintain positive relationships with guests to encourage repeat business.
• Gather guest feedback and use it to make improvements to service and offerings.
• Works with Universal Orlando and other in-house vendors to satisfy guest entertainment needs.
• Other duties as assigned.

General Responsibilities:

• Promotes and applies teamwork skills at all times
• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Attends appropriate hotel meetings and training sessions
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with hotel standards, policies and rules
• Remains current with hotel information and changes
• Complies with hotel uniform and grooming standards

Headquartered in New York City, Loews Hotels & Co is rooted in deep heritage in the hotel industry and excellence in service. As one of the only independently owned family hotel companies, we know that hospitality comes from the heart. Loews Hotels & Co owns and operates hotels and resorts across the U.S. and Canada. Located in major city centers and resort destinations, including multiple hotels in partnership with Universal Orlando Resort, Loews Hotels & Co features properties grounded in family heritage and dedicated to delivering unscripted guest moments, all with a locally handcrafted approach. We pride ourselves on the individuality and uniqueness of our offering. Joining Loews Hotels & Co means not just gaining a job, it means becoming a part of a family. A family where Team Member growth and empowerment are part of our DNA and have been for decades.

We offer progressive benefits including paid parental leave, 401K matching and travel benefits, and opportunities for ongoing learning and development. But beyond that, as a member of the Loews Hotels family, you are part of a culture of diversity and inclusion, one that works hard to protect our environment with eco-friendly and sustainability programs, and one that is always a good neighbor to their communities, supporting them in ways large and small. We welcome you to join us.

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.