Guest Services Coordinator

About this role

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

About Hard Rock Hotel Join the band and deliver show-stopping service at one of the coolest hotels on the planet, designed as a rock star’s mansion.

What We’re Looking For: A polished and proactive Guest Services Coordinator who serves as the central point of contact for guest inquiries, special requests, and VIP arrangements. You’ll manage pre-arrival communications, coordinate with multiple departments, and ensure every detail of the guest experience is seamless—delivering Loews’ signature hospitality from start to finish.

Who You Are: • Hospitality Expert : You anticipate needs and create personalized experiences for every guest.

• Organized & Detail-Oriented : You manage multiple priorities with precision and follow-through.

• Clear Communicator : You convey information accurately and professionally across teams and to guests.

• Problem Solver : You resolve challenges quickly and creatively, always protecting the guest experience.

• Collaborative Partner : You work closely with Front Office, Housekeeping, F&B, and Concierge teams to deliver excellence.

• Veterans and military spouses are encouraged to apply.

What You’ll Do: • Serve as the primary liaison for guest inquiries, special requests, and pre-arrival arrangements.

• Manage VIP and group arrival details; ensure amenities, room preferences, and personalized touches are in place.

• Respond promptly to emails, calls, and in-person requests; provide accurate information on hotel services and local attractions.

• Coordinate transportation, dining reservations, and activity bookings in partnership with Concierge.

• Maintain accurate guest profiles and preferences in property systems; update notes for future stays.

• Communicate effectively with Housekeeping, Engineering, and F&B to ensure timely delivery of requests.

• Monitor daily arrivals/departures and special events; adjust plans to meet changing needs.

• Assist with front desk coverage during peak periods; support check-in/check-out processes as needed.

• Handle guest concerns with empathy and discretion; resolve issues or escalate to leadership promptly.

• Document service recovery actions and feedback for continuous improvement.

• Prepare daily VIP and special request reports; share with relevant departments.

• Track guest feedback and trends; provide insights to enhance service offerings.

• Maintain confidentiality and compliance with brand standards and local regulations.

• Preserve the livelihood and reputation of the property by complying with legal policies and requirements.

• Regularly lift up to 25 pounds, reach, bend, crouch, kneel, push, pull, and walk.

• Regular attendance in conformance with standards.

• May be required to work varying schedules to reflect business needs.

• Required to attend all mandatory training sessions and meetings.

• Perform other duties as assigned.

Your Qualifications Include:

• Previous experience in hospitality or relevant industry required.

• Previous experience with dispatching, scheduling, or team coordination preferred.

• Previous experience with bell services preferred.

• Intermediate computer skills and ability to learn Property Management Systems required.

• Familiarity with Opera, HOTSOS, and Alliant is preferred.        

• Position requires valid state issued Driver’s License in good standing to operate a company vehicle.    

• Position requires the ability to communicate effectively in English, both verbally and written, with team members, leaders, and guests.    

• Position requires flexibility to work a varied schedule, including days, nights, weekends, and holidays, as scheduled.

• Position requires prolonged standing, walking, lifting, pushing, and pulling 75+ pounds as needed.

• Position requires the ability to withstand outdoor elements for long periods of time as needed.

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