Guest Experience Supervisor — Hospitality Star Service

Loews Hotels & Co; Orlando (FL); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

one free meal per shift

free theme park access

Job summary

Loews Hotels at Universal Orlando is hiring a hospitality supervisor to lead daily operations in our guest services and food & beverage departments. You will supervise staff, ensure service excellence, and coordinate with housekeeping and room service teams to delight guests.

Join a renowned, diverse team focused on training, growth, and community involvement. This role requires flexibility to work varied shifts and a commitment to top-tier guest experiences in a dynamic resort environment.

Qualifications

• Minimum of one year of experience in hospitality or relevant industry required.
• Previous supervisory experience with training and coaching preferred.
• In-room dining experience preferred.
• Proficient in POS software and Microsoft Office.
• 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 alternating periods of desk work and on‑floor activity, including standing, walking, and lifting 35 to 50 pounds.

Responsibilities

• Performs departmental opening and closing duties.
• Monitors and supervises department staff.
• Schedules Star Service Delivery staff according to established guidelines and forecasted needs.
• Obtains Hospitality function sheets, coordinates activities as needed to ensure timely performance of all necessary duties.
• Oversee all aspects of Hospitality Suite set up, service and breakdown.
• Oversees amenity preparation and delivery, monitors in-house VIP's to ensure satisfaction.
• Supervises completion of required set up / preparation, at beginning of shift and clean up restocking at end of shift.
• Inspects all equipment prior to, during and at end of shift, reports any needed repairs to supervisor.
• Inventories supplies at beginning of shift, obtains supplies necessary to support forecasted level of business.
• Coordinates preparation of coffee as required throughout shift.
• Ensures trays and carts are reset as required throughout shift.
• Checks all Room Service Orders for accuracy and completeness prior to departing kitchen.
• Oversees/expedites Star Service requests to guest in a timely manner.
• Monitors/delivery, set up and service of Housekeeping related requests and Room Service orders in guest room.
• Ensures that proper charge authorization or payment for orders delivered is obtained.
• Monitors completion of departmental paperwork to ensure accuracy.
• Coordinates pick up of soiled Room Service trays and carts from guestrooms and corridors.
• Ensures cleanliness of Room Service area and equipment Assigns and verifies completion of closing duties at end of shift.
• Oversees all activities related to restocking of guestroom refreshment pantries.
• Monitors/maintains refreshment pantry product inventory.
• Coordinates maintenance of all guestroom refreshment pantries and restocking equipment.
• Coordinates pick up/processing/delivery of guest laundry valet orders.
• Performs administrative functions for department in accordance with hotel standards.
• Maintains special service/amenity requests files and coordinates delivery of items requested.
• Oversees/assists in set‑up, delivery of service in Hospitality Suites.
• Attends meetings as required to communicate with personnel and stay current with pertinent hotel information and activities.
• Coaches , counsels, trains, retrains employees as needed to ensure provision of superior levels of service.
• Other duties as assigned.

Job description

Loews Hotels at Universal Orlando is hiring a hospitality supervisor to lead daily operations in our guest services and food & beverage departments. You will supervise staff, ensure service excellence, and coordinate with housekeeping and room service teams to delight guests.

Join a renowned, diverse team focused on training, growth, and community involvement. This role requires flexibility to work varied shifts and a commitment to top-tier guest experiences in a dynamic resort environment.