Tour and Travel Manager

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.

About the Role

An experienced hospitality manager responsible for delivering exceptional service to high-profile guests and groups, ensuring their unique needs and preferences are met with the highest level of professionalism and discretion. This role involves overseeing the entire guest experience, from pre-arrival arrangements to departure, to guarantee an unparalleled stay.

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 Universal Endless Summer Resort – Dockside Inn and Suites

Join the team at this hotel inspired by the sand, the sea, and breathtaking sunsets.

Responsibilities

• Hires, trains, praises, coaches, and monitors the performance of Tour and Travel staff.
• Produces weekly department schedule.
• Organizes and manages daily operations of Group, Wholesale, and VIP Reservations.
• Drives revenue through additional areas of opportunity through the sale of souvenir cups, food vouchers, and other services available at the resort.
• Contributes to controlling departmental expenses, such as labor and operational expenses.
• Creates a resume and PEOs for each group to communicate, in a timely manner, information to facilitate efficient purchasing, scheduling, and staffing by all departments.
• Maintains current knowledge of all reservation-related systems.
• Works closely with Front Office, Conference, and Sales Managers to ensure a smooth guest experience, attending various meetings as required.
• Coordinates personalized pre-arrival arrangements, including room preferences, amenities, and special requests.
• Ensures seamless check-in and check-out processes.
• Liaises with all hotel departments (e.g., Housekeeping, Food & Beverage, Security) and Universal Orlando partners to ensure the flawless execution of group experiences.
• Prepares and shares reports for group contacts, maintains accurate filing systems, and communicates new information to the operations team.
• Promotes positive relationships with groups and business contacts, ensures all guest information and requests are handled efficiently, and promotes hotel services.
• Works with Universal Orlando and other in-house vendors to satisfy group entertainment needs.
• Promotes and applies teamwork at all times.
• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance.
• Is polite, friendly, and helpful to guests, management, and fellow employees.
• Executes emergency procedures in accordance with hotel standards.
• Complies with required safety regulations and procedures.
• Attends appropriate hotel meetings and training sessions.
• Maintains cleanliness and excellent condition of equipment and work area.
• Complies with hotel standards, policies, and rules.
• Remains current with hotel information and changes.
• Complies with hotel uniform and grooming standards.
• Other duties as assigned.

Requirements

• Minimum of two years of experience with guest services 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.
• Minimum of one year of experience supporting high-profile, VIP, or group guests required.
• Proficiency in Microsoft Suite and ability to learn Property Management Systems required.
• Familiarity with Delphi, Opera, HOTSOS, Alliant, Sertifi, Resy, Zomato, and Medallia is preferred.
• Ability to communicate effectively in English, both verbally and written, with team members, leaders, and guests.
• Open availability aligned with business needs, ensuring leadership presence during peak service times and operational priorities.
• Prolonged standing and walking repetitively throughout shift.

Skills

• Highly organized and responsible.
• Excellent communicator with both guests and fellow team members.
• Forward-thinking and effective problem solver and multitasker.
• Enjoys providing a high level of service in both the front and back of the house.

Benefits

• One free meal per shift.
• Free theme park access.

Who You’ll Supervise

• Tour and Travel Coordinators.

Veterans and military spouses encouraged to apply.