Associate Director of Rooms

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 Sapphire Falls Resort

Join the team at our Caribbean-inspired paradise that creates an island escape in a tropical oasis.

Associate Director of Rooms:

Responsible for the management and coordination of the innovative guest arrival, registration, and rooming process. Ensures the efficient guest-focused delivery of such services to provide the hotel a unique competitive guest service/satisfaction advantage. Works with the Complex Director of Rooms to directs the daily operations of Housekeeping, Front Office, Guest Services, Concierge, VIP Service, Valet, and Recreation at Loews Sapphire Falls Resort, ensuring adherence to all Loews Hotels Star Service Standards. Selects, oversees training and manages all personnel in these departments.

Essential Functions and Responsibilities:
• Coordinate the quality, efficiency, and operations of Housekeeping, Front Office, Guest Services,

Concierge, VIP Service, Valet, and Recreation
• Develop and update guest rooming procedures
• Coordinate and manage the operation of all Guest Services' areas
• Ensure communication of VIP information to proper departments and ensure the smooth

transition of guests from the main arrivals area to guestrooms
• Coordinate and oversee group check-ins
• Establish and ensure adherence to all department and Loews Hotels standards
• Prepare annual departmental budget and manage department costs, updating budget if

operational forecasts change significantly
• Evaluate changes in guest needs, the hotel's guest mix, and industry and competitive trends to

recommend appropriate product/service and operational changes to be made to ensure guest and

team member satisfaction, and to maintain market dominance and exceptional financial returns
• Develop and manage repeat guest and VIP services programs
• Recruit and interview applicants for Rooms Division positions
• Train and monitor the performance of all Rooms Division staff
• Produce management schedules
• Provide quality guest services which assist in merchandising the hotel
• Promote hotel facilities, food and beverage outlets, and recreation programs
• Coordinate the delivery of faxes, packages, etc., to guests staying in the hotel
• Evaluate team and individual performance, determining improvement and training needs and

advancement requirements
• Review/maintain daily payroll report/records, maintaining labor costs within forecasted budgetary

guidelines
• Interact with guests frequently to ensure satisfaction with services
• Work with area transportation to provide quality and efficient services for hotel guests
• Coordinate arrival and departure services for groups
• Ensure that posting to master accounts is completed for group room deliveries, distributions, and

porterage
• Ensure that appropriate payments are made to teams performing group related services
• Conduct department meetings to communicate information to all department personnel
• Attend appropriate meetings, including, but not limited to department, front office, pre-convention

and training seminars
• Ensure adherence to cash handling policies
• Ensure that all Guest Service printed material is accurate, timely, and meets Loews standards
• Participate in community and association activities to promote good public relations with

businesses and individuals in the surrounding area
• Other duties as assigned

Supporting Functions and Responsibilities:
• 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