Group Reservations Lead Coordinator

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 andbe 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.

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.

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
• Admission and discounts at Universal Studios Florida, Islands of Adventure and Volcano Bay
• One free meal per shift
• On-site dry-cleaning; complimentary uniform dry cleaning

What We're Looking For:

A responsible and dedicated lead coordinator who supports group reservations coordinators while handling reservation inquiries, providing accurate information on availability and pricing and overseeing the booking process until check-in. As an effective collaborator, this role ensures a seamless experience for clients, hotel teams, and group reservation coordinators.

Who You Are:

* Enthusiastic about growth, open to feedback, and eager for new learning opportunities.
* Thrive in a dynamic environment, staying composed, organized, and focused while balancing multiple priorities.
* A strong communicator who can effectively coordinate between departments, the team, and guests.
* Problem-solver who can handle complex situations quickly and meet guest expectations.
* A motivational individual who keeps team members engaged and focused on exceeding guest expectations and upholding brand standards.

What You'll Do:

* Handle all aspects of group reservations, including processing inquiries, confirming bookings, and managing changes or cancellations.
* Serve as the main point of contact for group clients, providing timely responses to inquiries and offering tailored solutions for their accommodation and event needs.
* Collaborate with Sales, Meeting & Events, and Front Desk teams to ensure all aspects of group bookings (e.g., room assignments, meeting spaces, catering) are properly arranged.
* Accurately input, update, and track group reservations in Property Management System (PMS), ensuring all details are correctly recorded.
* Address special requests for room configurations, meeting setups, and additional services, ensuring customer satisfaction and seamless execution.
* Prepare and maintain reports on group booking activity.
* Address client concerns or issues promptly, ensuring a positive experience.
* Building group specific web links in Passkey and ensuring it is accurate and maintained.
* Other departmental administrative duties such as assigning groups to coordinators, reporting, and supporting coordinators with general inquiries and concerns.
* Maintain regular and reliable attendance in alignment with company standards and operational needs.
* Embrace flexibility by performing other duties as assigned to support the team and organizational goals.

Your Experience Includes:

* Minimum of one year of experience in group reservations required.
* Proficiency in Microsoft Suite, computer programs used for reservations, inventory control, and Property Management Systems required.
* Familiarity with Opera and Passkey preferred.
* 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 periods of sitting while using hands, fingers, vision, and hearing to successfully operate computer and phone systems.