Guest Service Agent 1 (Part-Time)

Loews Hotels & Co; Orlando (FL); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Free meal per shift

Theme park access

Paid parental leave

401K matching

Travel benefits

Learning & development opportunities

Job summary

Loews Hotels at Universal Orlando is seeking a warm, professional Guest Services Contact Center Associate to handle inbound calls, reservations, wake-up calls, and guest requests while coordinating with hotel departments to ensure timely, high-quality service.

Ideal candidates are active listeners with strong English communication, able to multi-task and follow brand standards. Training is provided, and veterans and military spouses are encouraged to apply.

Qualifications

• Experience in hospitality or customer service preferred.
• Ability to learn PMS/PC console systems.
• Strong English communication, both written and verbal.

Responsibilities

• Manage inbound calls, reservations, wake-up calls, and guest requests.
• Coordinate with hotel departments to ensure timely service.
• Use the PMS to look up guest information and record messages.
• Maintain guest confidentiality and data security.

Skills

Customer service

Communication

Multitasking

English proficiency

Education

High school diploma

Tools

PMS (Property Management System)

Job description

Who We Are:

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 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.

We embrace diversity at our core and offer the opportunity for all team members to reach their potential.

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.

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.

Benefits & Perks:

• one free meal per shift
• free theme park access
• paid parental leave
• 401K matching
• travel benefits
• opportunities for ongoing learning and development

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.

Loews Hotels & Co is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy‑related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.

We welcome you to join us.