Rooms Controller - Loews Hotels Universal Orlando

Loews Hotels, LLC.; Orlando (FL); On-site; USD 16,531 - 27,552; Full time

Benefits offered by this job

Free meal per shift

Theme park access

Training & development opportunities

Job summary

Loews Hotels, LLC at Universal Orlando is seeking a Front Desk/Guest Services professional to ensure smooth registration and check-out for hotel guests. You will liaise between Front Office, Housekeeping, and Management, delivering Star Service and coordinating with multiple departments to meet guest needs.

You will support Front Desk operations, handle reservations, and assist with group billing while maintaining a high level of hospitality and accuracy during busy shifts.

Qualifications

• Minimum of one year of experience in hospitality or relevant industry required.
• Previous experience with guest services preferred.
• Intermediate computer skills and ability to learn Property Management Systems required.
• Familiarity with Opera and HOTSOS is preferred.
• Ability to communicate effectively in English, both verbally and in writing, with team members, leaders, and guests.
• Flexibility to work a varied schedule, including days, nights, weekends, and holidays, as scheduled.
• Ability to sit or stand for extended periods while using computer and phone systems.

Responsibilities

• Oversees the registration and check-out of hotel guests.
• Assists Front Desk Agents in guest requests and resolving guest complaints.
• Performs Front Desk, Reservations, and Star Service functions as needed.
• Prints occupancy, arrivals/departures, and back-up reports on a timely basis.
• Coordinates with Housekeeping for room readiness and services.
• Communicates special requests to Housekeeping and coordinates with Room Service.
• Manages group reports and billing procedures for group reservations.
• Ensures rooms are ready by check-in time.

Skills

Guest services

English communication

Tools

Opera

HOTSOS

Job description

Overview

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 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

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.

Role Overview

Oversees the friendly, professional, and efficient registration and account settlement of hotel guests, providing support to Front Desk Agents & Management. Serves as a liaison between Front Office Agents and Front Office Management, Housekeeping, and Engineering.

Qualifications

• Minimum of one year of experience in hospitality or relevant industry required.
• Previous experience with guest services preferred.
• Intermediate computer skills and ability to learn Property Management Systems required.
• Familiarity with Opera and HOTSOS is preferred.
• Ability to communicate effectively in English, both verbally and in writing, with team members, leaders, and guests.
• Flexibility to work a varied schedule, including days, nights, weekends, and holidays, as scheduled.
• Ability to sit or stand for extended periods while using computer and phone systems.

Essential Functions and Responsibilities

• Oversees the registration and check-out of hotel guests, including assisting the Front Desk during peak periods.
• Assists Front Desk Agents in satisfying guest requests and resolving guest complaints.
• Trained and skilled to perform Front Desk, Reservations, and Star Service functions as needed based on operational demands.
• Prints occupancy, arrivals/departures, and back-up reports on a timely basis.
• Reviews Specials Report for arriving guests to ensure appropriate pre-blocking of rooms and coordinate special services.
• Relocates guests who will be returning to the hotel to the appropriate rooms.
• Communicates all special requests to Housekeeping and coordinates with Room Service for amenity deliveries.
• Monitors and ensures completion of room changes; checks for duplicate reservations daily.
• Monitors clearing of due-outs, Express Checkouts, no-shows, and pre-registered guests; processes applicable charges for late check-outs (12pm).
• Checks the status of Out-of-Order rooms daily and monitors availability for Sales & Conference Management departments.
• Reviews group resumes to verify group billing procedures, VIPs, and special requests.
• Responsible for conducting daily line-ups and ensuring rooms are ready by check-in time.
• Collaborates with Housekeeping to manage departures and rare issues; ensures daily guest departure calls are made and keys/issues are addressed.
• Accurately reports guest needs and problem resolution; may interact with customers in person or with other departments.
• Ability to handle multiple tasks with attention to detail and work independently; demonstrates excellent people skills.
• Assists with preparation of remote and reserved registration and check-out for groups; prints group reports daily.
• Addresses telephone inquiries, complaints, and special requests and logs issues as needed.
• Familiarity with daily occupancy reports and status of available rooms; monitors room category and bedding availability up to three days in advance.
• Monitors amenity requests (e.g., rollaway, microwave) up to seven days in advance to ensure availability and accurate billing.
• Monitors Master accounts to ensure proper check-in and extension of stays; adheres to Star Service standards.
• Other duties may be assigned as business demands.

Supportive Functions and Responsibilities

• Maintains clean and excellent condition of Rooms Control & Back Office area and equipment.
• Maintains proper stock of all supplies in Back Office Area.
• Executes emergency procedures in accordance with hotel standards.
• Notifies appropriate individuals and departments of problems or unusual matters of significance.
• Attends appropriate hotel meetings and training sessions; remains polite, friendly, and helpful to guests, employees, and management.
• Promotes teamwork and complies with all hotel standards, policies, and rules; follows safety regulations and remains current on hotel information and changes.