Front Office Manager

Loews Hotels & Co; Orlando (FL); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

One free meal per shift

Free theme park access

Job summary

Loews Hotels & Co at Universal Orlando is seeking a Front Office Manager to direct and supervise the Front Office team, ensuring service excellence and operational efficiency. You will manage payroll, scheduling, and guest feedback while coordinating with housekeeping on room allocations.

The role requires leadership experience in hospitality, strong English communication, and availability for peak periods.

Qualifications

• Four+ years in guest services or housekeeping.
• Three+ years in hospitality leadership.
• Proficient with Microsoft Suite; able to learn Property Management System.
• Familiar with Opera, HOTSOS and Medallia preferred.
• Clear English communication, both written and spoken.
• Open availability for peak service times and operational priorities.

Responsibilities

• Direct and supervise the daily operations of the Front Office team.
• Manage payroll and scheduling.
• Monitor and respond to guest feedback.
• Coordinate room allocations with housekeeping.
• Provide training and mentoring to staff for growth.
• Act as Hotel Manager on Duty when assigned.

Skills

Guest services

Leadership

English proficiency

Availability

Housekeeping experience

Tools

Opera

HOTSOS

Medallia

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 Stella Nova Resort

Join the team and step into another galaxy, where you’ll help guests land in a universe of thrills and adventure.

What We’re Looking For

A Front Office Manager to direct and supervise the operational activities of the guest services team to the appropriate levels of service and quality as defined by Loews Hotels. Overall responsibilities include room type management, training, team relations, communication, cash handling, day to day supervision in partnership with the front office leadership.

What You Will Do

• Manage the daily operations of the Front Office team.
• Manage payroll and scheduling.
• Monitor, communicate, and respond to guest feedback.
• Oversee room allocations based on guest preferences and coordinate with housekeeping.
• Implement training programs while mentoring staff to foster professional growth.
• Serve as the primary contact for internal and external inquiries.
• Conduct audits and maintain accurate financial records, ensuring timely payment processing and analyzing financial performance.
• Prepare performance reports for management on operational effectiveness and guest feedback.
• Collaborate on initiatives to promote hotel services and enhance operational efficiency.
• Monitors hotel Credit Limit Report on a daily basis, ensuring timely payments on accounts
• Works closely with the VIP Manager to coordinate VIP arrivals/departures
• Reviews Group Resumes and Billing Profile information, ensuring communication of all necessary information to Front Office
• Oversees the pre-blocking of rooms for VIP’s and guests with special requests
• Works with Conference Managers and Sales Managers to satisfy all special group requests
• Acts as the Hotel Manager on Duty, as assigned, which includes but not limited to, first responder to hotel emergencies, de-escalation of guest and team member issues, etc.
• Coordinates and oversees group remote check-ins
• Ensures the clean and excellent condition of front drive, lobby and Front Desk area
• Maintain reliability to support operational needs and perform other duties as assigned to support team and organizational goals.

Who You Are

• Analytical thinker passionate about data and its impact on business strategy.
• Proactive, organized, and able to manage multiple tasks and meet deadlines in a fast-paced environment.
• Self-motivated, results-oriented, and capable of delivering high-quality insights independently.
• Collaborative team player who fosters positive working relationships and communicates effectively.
• Committed to continuous learning and growth within the business intelligence field.
• Innovative thinker with strong attention to detail, able to synthesize, interpret, and translate data.
• Skilled in identifying root causes of problems and developing solutions for complex issues.
• Excellent communicator, able to translate complex data into clear, actionable insights and lead teams to meet business requirements.
• Veterans and military spouses encouraged to apply.

Your Qualifications Includes

• Minimum of four years of experience with guest services and/or housekeeping required.
• Minimum of three years of leadership experience in hospitality required.
• Proficiency in Microsoft Suite and ability to learn Property Management Systems required.
• Familiarity with Opera, HOTSOS, and Medallia is preferred.
• Position requires the ability to communicate effectively in English, both verbally and written, with team members, leaders, and guests.
• Position requires open availability aligned with business needs, ensuring leadership presence during peak service times and operational priorities.
• Position requires prolonged periods of sitting or standing while using hands, fingers, vision, and hearing to successfully operate computer and phone systems as needed.

Who You’ll Supervise

• Front Office Department