Job Description

JOB SUMMARY:

Responsible for leading the hotel operations at Universal Kids Resorts limited-service onsite hotel. Manages the Front Office and Housekeeping departments including front office night audit onsite pool and housekeeping operations while partnering with restaurant management to ensure an efficient operation and Guest experience throughout the hotel. Strives to continually improve Guest and Team Member satisfaction resort cleanliness standards and ensures a seamless Guest experience in partnership with the theme park operations. Ensures that all hotel industry and company standards policies and procedures are being followed.

JOB RESPONSIBILITIES:

• Manages directs and coordinates the operations of hotel departments including front office night audit pool housekeeping and other hotel common areas requiring housekeeping support. Assumes responsibilities and leadership decisions of Director/General Manager Hotel Operations (GM) when GM is not present. Supports overall safety and security of Guests and Team Members by reviewing security footage as needed and coordinates pool initiatives and hotel event space with UKR leadership to drive occupancy goals and sales strategies. Assists GM with budgeting forecasting expense controls and labor management for hotel operations.
• Partners across resort-wide leadership to ensure a seamless Guest experience related to front office and housekeeping operational standards and Universal procedures. Monitors Guest feedback channels including surveys reviews complaints etc. and ensures prompt resolution of service issues. Coordinates preventative maintenance the contracting of third-party deep cleaning/housekeeping vendors and the upkeep of the pool area ensuring that facilities and equipment are in optimal condition.
• Provides leadership coaching and mentoring to Front Office and Housekeeping Management to achieve maximum results and empower management to drive and make decisions. Builds a team that is attentive engaging and knowledgeable in serving families with young children ensuring all Team Members embody the Universal Kids Resort service culture. Responsible for hiring decisions training and development of team and creates a culture that is respectful to support a positive and fun environment.
• Responsible for the financial performance of Front Office and Housekeeping departments and developing realistic annual operating budgets that meet strategic goals and are aligned across Universal Kids Resort. Partners with UKR Marketing & Sales for forecasting and revenue management as well as supporting all marketing and sales objectives occupancy goals and evolving hotel initiatives.
• Responsible for overall hotel Guest and Team Member satisfaction (GSAT/TSAT) setting goals to achieve specific objectives and ensuring a seamless Guest experience in partnership with the theme park operations for resort-wide initiatives and alignment across UDX. Collaborates with UDX counterparts to ensure operational and development initiatives are effectively executed.
• Evaluates changes in Guest needs the hotels Guest mix and industry and competitive trends to recommend appropriate product/service and operational changes to drive the Guest experience and deliver exceptional financial returns. Ensures continuous optimization of hotel operations for evolving business model.
• Understand and actively participate in Environmental Health & Safety responsibilities by following established UDX policy procedures training and Team Member involvement activities.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITY:

• Supervises an Exempt team.

ADDITIONAL INFORMATION:

• Some domestic travel may be required.
• Bi-lingual in English and Spanish is a plus.
• Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws.

QUALIFICATIONS: To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skills and/or abilities (KSAs) required.

• Experience in opening a new hotel from planning through construction to opening including writing SOPs property management / technology selection process and planning the guest experience.
• Excellent planning organization and guest services skills.
• Outstanding leadership and communication abilities.
• Proven track record in the hotel industry demonstrating achievement of financial and guest service-related goals.
• Must be willing to work flexible hours including evenings and weekends as business dictates.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

EDUCATION:

• Bachelors degree in Hotel or Hospitality Management is preferred.

EXPERIENCE:

• 7 years of experience in hotel front office/desk hotel operations or housekeeping including Hotel Manager is required with 3 years of hotel management experience is required. Operational experience serving a tourist/vacation market is preferred. Experience with properties serving children and families particularly at a limited-service level is a plus; or equivalent combination of education and experience.

Your talent skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Kids Resort via-email the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Kids Resort HR/Recruitment will be deemed the sole property of Universal Kids Resort. No fee will be paid in the event the candidate is hired by Universal Kids Resort as a result of the referral or through other means.

Universal Kids Resort. Here you can.

Universal Kids Resort is an equal opportunity employer. Universal elements and all related indicia TM & 2025 Universal Studios. All rights reserved. EOE.

Required Experience:

Director

Job Tags

Similar Jobs