Concierge Team Lead — Guest Experience Champion

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

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.