Concierge 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.

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.

What You Will Do:

• 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

Your Experience Includes:

• 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.

• 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.

• 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.

Who You'll Supervise:

• Lobby Concierge
• Club Concierge
• Concierge Supervisor