Guest Arrival Lead — Elevate Seamless Guest Experiences

Loews Hotels & Co; Orlando, Northern (FL, KY); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Free meal per shift

Free theme park access

401K matching

Travel benefits

Job summary

Loews Hotels & Co at Universal Orlando Resort is seeking a hands-on operational leader to oversee guest arrival, departure, and support services, ensuring a seamless, welcoming experience from first impression to departure.

You will lead a hands-on team, manage staffing and payroll, coordinate with Front Office, F&B, and Housekeeping, and drive service improvements to deliver consistent, high-quality guest experiences on-site.

Qualifications

• 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.

Responsibilities

• Lead and develop a team focused on 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.

Skills

Operational experience

Leadership

Scheduling & payroll

Safety protocols

Multilingual

Job description

Loews Hotels & Co at Universal Orlando Resort is seeking a hands-on operational leader to oversee guest arrival, departure, and support services, ensuring a seamless, welcoming experience from first impression to departure.

You will lead a hands-on team, manage staffing and payroll, coordinate with Front Office, F&B, and Housekeeping, and drive service improvements to deliver consistent, high-quality guest experiences on-site.