Guest Service Agent

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?

Our regional support center provides resources to our hotels for multiple areas including Human Resources, Engineering, Purchasing, Accounting, Security, Group Reservations, Guest Contact Center, Information Technology, Laundry and Communications.

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, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.

• Competitive health & wellness benefits, 401(k) & company match
• Paid Sick Days, Vacation, and Holidays, Paid Bereavement
• Paid Pet Bereavement
• Training & Development opportunities, career growth
• Tuition Reimbursement
• Team Member Hotel Rates, other discounts, perks and more

a dedicated and customer-focused Guest Service Agent 3 to join our dynamic team and deliver exceptional service in a fast-paced environment. In this role, you will be at the heart of ensuring seamless guest experiences and will have opportunities to expand your skills within the hospitality industry. If you thrive on creating memorable interactions and solving challenges with professionalism, we want to hear from you.

• A strong communicator, both verbally and in writing, with the ability to engage guests and team members effectively.
• Highly organized, detail-oriented, and capable of multitasking in a fast-paced environment.
• A proactive problem-solver with a positive, service-driven attitude, dedicated to enhancing the guest experience.

• Accurately input reservations and maintain high call service levels to ensure guest satisfaction.
• Handle inquiries related to travel agent commissions and manage “Deposit Needed” reservations.
• Ensure billing information is properly linked to reservations for smooth check-in and check-out processes.
• Maintain a 90% call service level for all incoming switchboard calls.
• Assist group guests with inquiries and reservation modifications promptly.
• Process and confirm reservations for wholesale, group, and VIP guests within set time frames.
• Address reservation issues by researching and implementing effective solutions.
• Monitor and respond to Live Chat communications for all LHUO properties, offering real-time assistance to guests.
• Upsell services and features to enhance guest experience and satisfaction.
• Maintain organized records for group, wholesale, and VIP reservations.
• Utilize Property Management Systems to manage guest information and requests.
• Comply with Loews Hotels' privacy and security policies consistently.
• Collaborate with internal teams to address guest needs and improve service delivery.
• Contribute to team meetings and support departmental objectives through effective communication.
• Maintain regular and reliable attendance in alignment with company standards and operational needs.
• Embrace flexibility by performing other duties as assigned to support team and organizational goals.

• Previous guest service experience in a hotel or related hospitality environment preferred.
• Strong proficiency in computer programs used in reservations, inventory control, and Property Management Systems (PMS).
• Experience with wholesale and VIP guest reservation preferred.
• Bilingual or multilingual skills is 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.