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 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.
About Loews Portofino Bay Hotel
Join the team at this Italian-inspired hotel that is a re-creation of the seaside village of Portofino, Italy.
Job Specific
- Organizes and manages daily operation of Group, Wholesale and VIP Reservations
- Establishes daily goals to maintain service levels
- Contributes to controlling departmental expenses (labor, supplies, etc.)
- Monitors agents phone activity/productivity and addresses necessary issues
- Maintains current knowledge of all functions within systems as they relate to reservations (HIS, Winai, NetRez, Delphi)
- Builds internal group blocks as requested by appropriate hotel managers
- Manages the maintenance of group cut off dates in Delphi/HIS
- Meets with Group Agents weekly to discuss future groups, challenges, progress
- Attends weekly pick up meetings, hotel operations meetings and other meetings as scheduled.
- Attends Pre-Convention meetings as needed
- Works closely with Front Office Managers/Conference Managers/Sales Managers to ensure a smooth and memorable experience for our guests
- Maintains accurate and organized filing systems for groups, VIP’s, etc.
- Maintains accurate reference information for the Conference Team and consistently communicates all new information
- Maintains a neat and organized reservations office
- Promotes the development of positive and strong relationships with groups and any additional means of business contacts encountered
- Ensures VIP’s are blocked to correct room type.
- Ensures VIP’s are entered into the all share file with accurate information.
- Monitors room/suite status
- Prepares VIP packets with room key and registration card
- Flags all VIP accounts
- Provides meet and greet, as service requires
- Ensures VIP rooms / Suites ready by noon each day
- Prepares reports for group contact and relays pertinent information to all departments
- Sets up and coordinates satellite check-in
- Implements and maintains tracking log for all Loews First Guests
- Increases employee awareness in regard to all Loews First guests and packages
- Creates and maintains a random guest feedback program
- Forwards all Loews First feedback to appropriate parties
- Assists as an Assistant Front Office Manager as required
- Other duties as assigned
- Ensures that all guest information and reservation requests are fulfilled in a professional, prompt, courteous, and efficient manner
- Promotes hotel food and beverage outlets and recreational and seasonal activities
- Places dining, leisure, and recreational activity reservations for guests
- Assists Sales/Conference Management with preliminary arrangements for groups, including transportation, Mariner’s Club reservations, and golf tournaments
- Monitors and ensures documentation of services provided in Concierge Logbook
- Inspects and maintains overall cleanliness and appearance of the Concierge desk, and lobby area, including temperature, lighting, and music
- Trains and monitors the performance of Concierge staff
- Works with Universal Orlando and other in-house vendors to satisfy guest entertainment needs
- Trains, praises, coaches, and counsels, and disciplines according to Loews Hotels standards
- Produces weekly schedule for department
General
- Promotes and applies teamwork skills 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
- Recycles whenever possible
- Remains current with hotel information and changes
- Complies with hotel uniform and grooming standards
Qualifications
- Extensive knowledge of all hotel departments
- Excellent communication skills – oral and written
- Excellent guest service skills
- Knowledge of computer programs utilized in property management
- Able to work a flexible schedule, including weekends and holidays
Education:
- Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skills
Experience:
- Minimum two years experience in a supervisory position at a comparable quality property or facility; Minimum two years experience working with VIP services
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