Concierge Manager

Loews Hotels•Orlando, FL

About The Position

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. 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 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, age, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us. What We Offer: Competitive health & wellness benefits, 401(k) & company match Paid Sick Days, Vacation, and Holidays, Paid Bereavement Pet Insurance and Paid Pet Bereavement Training & Development opportunities, career growth Tuition Reimbursement Team Member Hotel Rates, other discounts, perks and more On-site dry-cleaning; complimentary uniform dry cleaning What We’re Looking For: A thoughtful and service-driven leader who oversees daily operations of the Lobby Concierge and/or Club Concierge. Supports the team in delivering personalized, guest-centric service while driving alignment, communication, and operational efficiency across concierge touch-points. Who You Are: Hands-on leader who motivates and manages with clarity, consistency, and respect Organized and efficient, balancing operational priorities with service excellence Clear communicator who fosters alignment and cross-functional collaboration Solutions-oriented and adaptable, with strong troubleshooting skills in real time Committed to developing talent and creating a positive, high-performing team culture Continuously seeks ways to improve guest experience by analyzing feedback and leading service enhancements Veterans and military spouses encouraged to apply.

Requirements

Minimum of two years’ operational experience in a guest service role with focus on proactive service delivery and guest engagement required.
Minimum one year guest services leadership experience preferred.
Demonstrated ability to manage scheduling and payroll in correlation to business volumes.
Ability to communicate effectively in English verbally and written with team members, leaders and guests required.
Must be able to work a flexible schedule, nights, weekends and holidays as required.

Nice To Haves

Previous experience with property management systems preferred (HOTSOS, REX, PMS, OPERA).
Multilingual communication skills, preferred
Experience with VIP or luxury guest service programs, preferred.
Bachelor’s Degree or relevant work experience preferred.

Responsibilities

Cultivate a positive, growth-oriented team environment that drives personalized service delivery while managing daily operations, staffing, performance, and ensuring consistent onboarding
Provide ongoing coaching and development to foster a motivated team dedicated to exceeding guest expectations
Oversee one or two concierge teams, ensuring alignment and consistency to deliver seamless and personalized guest experiences
Take ownership of guest concerns through root cause analysis and prompt service recovery
Manage labor, payroll, operational expenses, and inventory -- including concierge supplies -- to maximize efficiency and maintain readiness
Champion continuous improvement by monitoring guest feedback and implementing enhancements
Foster strong partnerships across departments through clear communication and collaborative problem-solving to support unified service delivery
Represent Concierge Services in leadership meetings and cross-functional forums