LHUO POS Operations 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.

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, age, 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 highly skilled operations and people leader who will supervise the regional POS Operations function and guide the strategy, performance, and evolution of F&B point of sale technology across multiple properties. This individual combines strong technical expertise with effective team management to drive accuracy, reliability, security, and optimization of POS systems while partnering with property and corporate stakeholders. Success requires clear cross functional communication, disciplined execution, and a commitment to service excellence in a fast paced, 24/7 environment.

Who You Are:

• A strategic F&B technology leader with deep expertise in enterprise POS systems and hospitality operations.
• A collaborative communicator who translates between IT, Operations, Finance, and corporate stakeholders.
• A proactive, solutions driven professional who thrives in dynamic, around the clock settings.
• A strong people manager who coaches talent, delegates effectively, and builds a high performing, service oriented team.
• Detail oriented and committed to compliance, system integrity, and operational excellence.
• Veterans and military spouses encouraged to apply.

What You'll Do:

• Supervise and develop the POS Operations team, establishing priorities, delegating work, and ensuring high performance against SLAs and service standards.
• Define and maintain operational standards, workflows, and quality controls for POS support, configuration, and menu management.
• Serve as the primary escalation point for complex POS issues; coordinate resolution and root cause analysis with corporate and vendor partners.
• Oversee administration, security, and performance of POS systems and hardware across all regional F&B venues.
• Manage menu configurations, pricing updates, and reporting accuracy to ensure consistency across properties.
• Coordinate system upgrades, patches, integrations (reservations, inventory, finance), and hardware lifecycle in alignment with corporate standards.
• Partner with F&B Operations, IT, Finance, and Cybersecurity to ensure solutions are secure, compliant, and aligned to business needs.
• Support promotions, special events, and operational initiatives by ensuring accurate POS setup and seamless execution.
• Maintain change logs, audit trails, incident tracking, and service metrics within ServiceNow; produce and present performance dashboards.
• Deliver training and knowledge transfer to property and regional teams on POS functionality, reporting, and integrations.
• Ensure PCI DSS compliance through ongoing assessments, documentation, and collaboration with regional and corporate security teams.
• Prepare and present insights on system performance, incident trends, and user experience to regional leadership and corporate partners.
• Contribute to enterprise initiatives including disaster recovery planning, system audits, and technology standardization.
• Other duties as assigned.

Your Qualifications Includes:

• 5 years of progressive experience supporting and managing enterprise POS systems (Oracle Simphony, Agilysys, NCR, or similar).
• At least 2 years in a supervisory or leadership capacity.
• Deep knowledge of POS architecture, systems integrations, networking principles, and PCI compliance.
• Experience leading cross functional projects and supporting multi-site operations in hospitality, retail, or F&B.
• Proficiency with ITSM tools (ServiceNow or similar) and formal incident/change control processes.
• High proficiency in Microsoft Office Suite.
• Bachelor's degree in IT, Computer Science, or related field preferred.
• Flexibility to support a 24/7 operation, including after hours or weekend escalations as needed.

Who You'll Supervise:

• POS Engineer I
• POS Engineer II