Guest Service Agent 1

Loews Hotels, LLC.; Orlando (FL); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

One free meal per shift

Free theme park access

Job summary

Loews Hotels at Universal Orlando is seeking a warm, welcoming Guest Services Agent to deliver exceptional service in a fast-paced Contact Center. You will handle inbound calls, reservations, wake-up calls and guest requests, coordinating with hotel departments to ensure timely service and high guest satisfaction.

Ideal candidates are attentive, detail-oriented, strong listeners and flexible to work days, nights, weekends and holidays.

Qualifications

• Experience in hospitality or related industry preferred.
• Ability to learn and use a Property Management System (PMS, PC console, etc.).
• Strong English communication skills, both verbal and written.
• Flexibility to work a varied schedule, including days, nights, weekends and holidays.
• Prolonged sitting and keyboard/phone system use.

Responsibilities

• Manage inbound calls, reservations, wake-up calls, and guest requests in a professional, friendly manner.
• Collaborate with hotel teams to ensure smooth operations and timely service.
• Use the PMS to look up guest information, process requests, and relay messages.
• Enter VIP wake-up calls with personalized, timely service in line with standards.
• Maintain knowledge of hotel services, amenities and current activities to assist guests.
• Follow company scripts and quality standards while meeting individual and team metrics.
• Maintain guest confidentiality and data security at all times.
• Keep accurate records of guest interactions to ensure consistent service.
• Support emergency procedures and act as a communications hub during critical events.
• Maintain reliable attendance and be flexible to cover shifts.
• Embrace additional duties as assigned to support the team.

Skills

Customer service

Active listening

Attention to detail

Team player

Problem solving

Flexibility

Education

Hospitality experience preferred

Tools

PMS (Property Management System)

PC console

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 andbe 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 Lakewood Regional Support

Our regional support center provides resources to our hotels for multiple areas including Human Resources, Engineering, Purchasing, Accounting, Security, Group Reservations, Guest Contact Center, Information Technology, Laundry and Communications.

What We're Looking For:

A warm, welcoming individual to provide exceptional guest services and ensure a seamless communication experience for our guests in a fast-paced Guest Service Contact Center. This role manages inbound calls, reservations, wake-up calls, and guest requests while maintaining professional, accurate communication and coordinating with hotel departments to ensure timely service and high guest satisfaction.

Who You Are:

• A warm, energetic, and attentive team member with the desire to create a positive guest experience.

• Detail-oriented individual able to manage multiple tasks efficiently while upholding brand standards.

• An active listener with the ability to adapt to the communications styles of others.

• Proactive problem-solver who maintains composure under pressure.

• A dependable contributor who works effectively both independently and in a team setting.

• Veterans and military spouses encouraged to apply.

What You'll Do:

• Manage inbound calls, including Room Service, Star Service, and Maintenance requests, ensuring a professional and friendly response.

• Collaborate with other hotel teams to ensure smooth operational flow and resolve guest requests efficiently.

• Utilize the Property Management System (PMS) to look up guest information, process requests, and provide messaging services.

• Process and enter VIP wake-up calls, ensuring personalized, timely service in alignment with company service standards.

• Maintain a comprehensive understanding of hotel services, amenities, and current activities to effectively assist guests with inquiries.

• Follow company scripts, procedures, and quality standards while meeting individual and team performance metrics, including call quality and accuracy.

• Maintain guest confidentiality and data security at all times.

• Keep accurate records of all guest interactions, including messages, requests, and issues, to ensure consistent service.

• Support emergency procedures and act as a communications hub during critical events.

• Maintain regular and reliable attendance in alignment with company standards and operational needs.

• Embrace flexibility by performing other duties as assigned to support the team and organizational goals.

Your Qualifications Include:

• Previous experience in hospitality or relevant industry preferred.

• Intermediate computer skills and ability to learn Property Management Systems (PMS, PC console, etc.) required.

• 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 periods of sitting while using hands, fingers, vision, and hearing to successfully operate computer and phone systems.