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.

Assist in the organization, management and administration and all operational aspects for the In Room dining department. Maintain high quality products and service levels. Expected to market ideas to promote business, reduce employee turnover; maintain revenue and payroll budgets; and meet budgeted productivity while keeping quality consistently high.

Qualifications

• Associate of Science Degree or higher in Hospitality Management or equivalent experience

• Five + years diversified management experience in large upscale hotel environment

• Minimum two years Food and Beverage Service experience

• Excellent computer skills with knowledge of or ability to learn various hospitality related software applications, preferably HIS, Aloha, Espresso

• Excellent management, organizational, communication, training and leadership skills

• Outstanding guest service skills and abilities

• Able to work a flexible schedule, including evenings, weekends and holidays

Essential Functions and Responsibilities:

• Oversee all aspects of the daily operation of the hotel’s Room Service operation.

• Supervise all Room Service personnel.

• Maintains appropriate staffing levels through effective forecasting, recruiting, selection, hiring and training

• Establishes policies and procedures for the department, designed to provide service levels which exceed the expectations of the guests 

• Oversees supervision of personnel and work assignments to maximize performance and ensure that all personnel perform in a friendly professional manner at all times

• Establishes and ensures adherence to departmental and Loews Hotels guidelines, policies and procedures

• Develops/maintains all departmental budgets, forecasts and schedules

• Schedules personnel so as to ensure optimum performance of department

• Monitors/maintains daily payroll reports/records, maintains labor costs within established budgetary limits

• Manages all aspects of, the delivery of service, related to Room Service, Star Service Hotline and Refreshment Pantry

• Coordinates set up, presentation of service and maintenance of all Hospitality Suite function activities

• Provides personal attention to VIP guests in order to ensure 100% satisfaction

• Controls and maintains inventories of all equipment, materials and supplies associated with the Room Service, Star Service Hotline and Refreshment Pantry operations

• Prepares/Approves all requisitions for Room Service/Star Service and Refreshment Pantry

• Monitors and ensures adherence to all Room Service/Star Service, Refreshment Pantry standards, policies and procedures

• Plans and coordinates required maintenance of all Room Service, Star Service and Refreshment Pantry equipment 

• Maintains departmental log records documenting pertinent business/operations related information and unusual activities.

• Communicates pertinent information to supervisors in order to maintain efficient operation of the department

• Conducts regularly scheduled meeting as required to maintain communication with all department personnel

• Review's all guest comments or complaints and responds as necessary to ensure

• Assists Food and Beverage Director and Chef in periodic revision and updating of Room Service offerings and production of new menus

• Assists Food and Beverage Director and Chef in the development of new amenities packages

• Communicates frequently with Telecommunications/Star Service Hotline Manager, Executive Housekeeper, Chief Engineer and Chef to ensure smooth efficient communication between departments

• Interviews, selects, trains, appraises, coaches, counsels and disciplines departmental personnel according to Loews standards

• Follows New Hire Training and ongoing Star Service Competency program in accordance with hotel policy

• Determines need for, and conducts appropriate on-going training as required by Loews Hotels corporate training standards

• Evaluates individual employee performance, determines areas in need of improvement, or requirements for advancement, establishes goals objectives and training needs required to achieve same.

• Evaluates 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 employee satisfaction and to maintain market dominance and exceptional financial returns. 

• Attends appropriate hotel meetings to include group pre-convention meetings and communicates information on in-house and group related activities to staff

• Other duties as assigned

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 standard