Tour and Travel Manager

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.

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 Universal Endless Summer Resort - Dockside Inn and Suites

Join the team at this hotel inspired by the sand, the sea and breathtaking sunsets.

What We're Looking For:

An experienced hospitality manager responsible for delivering exceptional service to high-profile guests and groups, ensuring their unique needs and preferences are met with the highest level of professionalism and discretion. This role involves overseeing the entire guest experience, from pre-arrival arrangements to departure, to guarantee an unparalleled stay.

Who You Are:

• Highly organized and responsible
• Excellent communicator with both guests and fellow team members
• Forward thinking and effective problem solver and multitasker
• Enjoys providing a high level of service in both the front and back of the house
• Veterans and military spouses encouraged to apply

What You'll Do:

• Hires, trains, praises, coaches and monitors the performance of Tour and Travel staff
• Produces weekly department schedule
• Organizes and manages daily operations of Group, Wholesale, and VIP Reservations.
• Drives revenue through additional areas of opportunity through the sale of souvenir cups, food vouchers and other services available at the resort.
• Contributes to controlling departmental expenses, such as labor and operational expenses.
• Creates a resume and PEOs for each group to communicate, in a timely manner, information to facilitate efficient purchasing, scheduling and staffing by all departments.
• Maintains current knowledge of all reservation-related systems
• Works closely with Front Office, Conference, and Sales Managers to ensure a smooth guest experience, attending various meetings as required.
• Coordinate personalized pre-arrival arrangements, including room preferences, amenities, and special requests.
• Ensure seamless check-in and check-out processes.
• Liaise with all hotel departments (e.g., Housekeeping, Food & Beverage, Security) and Universal Orlando partners to ensure the flawless execution of group experiences.
• Prepares and shares reports for group contacts, maintains accurate filing systems, and communicates new information to the operations team.
• Promotes positive relationships with groups and business contacts, ensures all guest information and requests are handled efficiently, and promotes hotel services.
• Works with Universal Orlando and other in-house vendors to satisfy group entertainment needs.
• Promotes and applies teamwork 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
• Remains current with hotel information and changes
• Complies with hotel uniform and grooming standards
• Other duties as assigned.

Your Experience Includes:

• Minimum of two years of experience with guest services required.
• Minimum of one year of supervisory experience in hospitality or a B.S. in Hospitality with one year in a leadership development program preferred.
• Minimum of one year of experience supporting high-profile, VIP, or group guests required.
• Proficiency in Microsoft Suite and ability to learn Property Management Systems required.
• Familiarity with Delphi, Opera, HOTSOS, Alliant, Sertifi, Resy, Zomato, and Medallia is preferred.
• Position requires the ability to communicate effectively in English, both verbally and written, with team members, leaders, and guests.
• Position requires open availability aligned with business needs, ensuring leadership presence during peak service times and operational priorities.
• Position requires prolonged standing and walking repetitively throughout shift.

Who You'll Supervise:

• Tour and Travel Coordinators