Assistant Front Office Manager - Loews Hotels Universal Orlando

About the role

The Assistant Front Office Manager leads and supervises the operational activities of the guest services team at Loews Hotels at Universal Orlando Resort.

Responsibilities

• Manage daily operations of the Front Office Team.
• Ensure exceptional guest experience by leading and delivering high performance, morale, and compliance with service standards.
• Lead and supervise the guest services team, managing payroll services, scheduling, time-card edits, approval of time-off, and reporting on one-time payments.
• Monitor, communicate, and respond to guest feedback to enhance service quality and develop strategies for increasing guest loyalty and satisfaction.
• Oversee room allocations based on guest preferences and coordinate with housekeeping.
• Implement training programs while mentoring staff to foster professional growth.
• Serve as the primary contact for internal and external inquiries.
• Conduct audits and maintain accurate financial records, ensuring timely payment processing and analyzing financial performance.
• Prepare performance reports for management on operational effectiveness and guest feedback.
• Collaborate on initiatives to promote hotel services and enhance operational efficiency.
• Handle emergencies with professionalism while ensuring the safety and security of guests and staff.

Requirements

• Minimum of two years of experience with guest services and/or housekeeping required.
• Minimum of one year of supervisory experience in hospitality or a B.S. in Hospitality with one year in a leadership development program preferred.
• Proficiency in Microsoft Suite and ability to learn Property Management Systems required.
• Familiarity with Opera, HOTSOS, and Medallia is preferred.
• Position requires the ability to communicate effectively in English, both verbally and written, with team members, leaders, and guests.
• Position requires open availability aligned with business needs, ensuring leadership presence during peak service times and operational priorities.
• Position requires prolonged periods of sitting or standing while using hands, fingers, vision, and hearing to successfully operate computer and phone systems as needed.

Qualifications

• Veterans and military spouses encouraged to apply.

Skills

• N/A

Benefits

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Pay

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Schedule

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