JOB SUMMARY:

Responsible for supporting and coordinating the daily operations of the Front Office, ensuring a warm, welcoming, and efficient experience for all Guests including families with young children. This role leads and supports the front desk team, handles training and scheduling, and resolves Guest concerns with professionalism and care. The Front Office Supervisor plays a key role in delivering the playful, family-focused service culture of Universal Kids Resort while ensuring a smooth check-in and check-out process.


JOB RESPONSIBILITIES:

• Leads the daily Front Office operations to ensure efficient, friendly, and family-focused service during check-in, check-out, and throughout the Guest’s stay. Leads the opening and closing of procedures, maintains the cleanliness and organization of the front office, and ensures all Team Members adhere to policies and procedures. Assists with managing daily labor by creating Team Member schedules for Manager approval, monitors and records overtime and ensures mitigation by adjusting schedules accordingly.
• Supports and coaches Front Desk Team Members and ensures proper assigning of room types and special Guest requests are being met. Assists with on-the-job guidance to maintain service excellence. Monitors daily staffing levels and adjusts rotational schedules based on hotel occupancy. Ensures the safety of Guests and Team Members by reviewing and revising safety practices and procedures.
• Resolves Guest issues and service recovery situations with professionalism and empathy, especially when involving families or children.
• Ensures accurate handling of reservations, room assignments, billing, and Guest requests using the Opera Cloud Property Management System (PMS). Ensures adherence to all established policies and procedures and escalates concerns to leadership as necessary.
• Collaborates with other departments (e.g., Housekeeping, Food & Beverage, and Facilities) to ensure Guest needs are met promptly and thoroughly. Responsible for maintaining the quality, cleanliness and organization of the front office area to ensure it is “Show Ready” for Guests at all times and in back-of-house areas for Team Members.
• Responsible for overseeing training and is the first point of contact for new Team Members. Assists with on-the-job training and ensures successful completion of training plans and operational proficiency.
• 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:

• Individual Contributor

ADDITIONAL INFORMATION:

• Carries out supervisory responsibilities in accordance with the organization’s 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.

• Knowledge of front desk operations, reservation systems (e.g., Opera Cloud, PMS), and guest service protocols
• Ability to lead, train, and support front office staff while handling Guest concerns with professionalism and urgency
• Experience in hotel front desk or customer service roles, with prior supervisory or leadership experience preferred
• Strong interpersonal, multitasking, and conflict-resolution skills
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

EDUCATION:

• Associate’s or Bachelors’ degree in Hospitality Management, Business Administration or related field is preferred.

EXPERIENCE:

• 1+ years of hotel front desk, night audit, or customer service experience is required; experience using Opera Cloud Property Management System (PMS) is preferred; 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.

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