Guest Service Agent 1

4 weeks ago

Orlando, United States Disability Solutions Full time
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 Lakewood Regional Support

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.

Job Specific 90%
  • Operates PC based console system with multiple telephone line capacity
  • Answers phones in a polite professional manner according to Loews standards
  • Utilizes Property Management system for guest look up, verification, messaging, etc…
  • Receives, processes, and follows up on guest requests for banquets, engineering, housekeeping, laundry/valet, security, star service, or any other services and/or amenities
  • Utilizes PC console and/or PMS to enter messages/guest requests, also relays messages to guests according to Star Service Standards
  • Gives callers accurate and precise directions to several locations related to hotel property and surrounding area
  • Maintains a shop score of 92% or higher
  • Knowledgeable of hotel services, amenities, and special events. Maintains directory of current activities including but not limited to character dining, recreation, spa, and children's camp
  • Maintains as average monitoring score of 92% or above
  • Maintains an average available phone time of 81% or higher
  • Accepts and enters VIP wake up calls to Loews Standard. Performs personalized wake- up call functions, assists guests in entering character wake-up call requests
  • Serves as communications hub during Emergency Procedures
  • Maintains required logs, records and files to document department operations
  • Other duties as assigned


General 10%
  • 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


Job Specifications
  • High School Diploma or Equivalent
  • Excellent telephone and guest services skills
  • Ability to operate computers and basic office equipment
  • Ability to work flexible schedule to include weekends and holidays

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