Universal Kid’s Resort is designed to spark the imagination of children with a truly unique experience compared to existing destinations. With a park designed to ignite the art of play and a hotel to provide continued excitement for the children and relaxation for the adults, you could find yourself working in a variety of environments. Located in Frisco, TX, this new project aims to inspire wonder in visitors of all ages. With a primary focus on families with young children, it creates a distinctive working environment. With a park designed to ignite the art of play and a 300-room family hotel to provide continued excitement for the children and relaxation for the adults, you could find yourself working in a variety of environments. These could include working in various climate conditions, standing for long periods, and in noisy environments. The working hours are unique, often covering weekends and holidays, plus evenings. This position offers company-sponsored benefits, including medical, dental, and vision insurance, 401(k), paid leave, and a variety of other discounts and perks.

JOB SUMMARY

Responsible for the planning, development, and execution of all Front Office operations at the onsite hotel for Universal Kids Resort. This role leads the front office team in delivering exceptional Guest service, ensuring smooth day-to-day operations, and maintaining high standards of hospitality in alignment with the resort’s brand and service culture. The Manager will oversee areas including Guest check-in/check-out, reservations, night audit, and front desk support while driving operational efficiency, team performance, and Guest satisfaction. Develops and executes TSAT action plans, safety programs, and training plans specific to the area of responsibility. This position collaborates closely with other hotel departments to create a seamless and memorable Guest experience from arrival to departure. 

JOB RESPONSIBILITIES

• Oversees and manages all Front Office operations including but not limited to check-in/check-out, reservations, night audit, and special Guest requests with a focus on creating a warm, efficient, and family-friendly arrival and departure experience. Facilitates communication throughout the Hotel to ensure all efforts for a successful operation.
• Recruits, trains, develops and leads a Front Office team that is attentive, engaging, and knowledgeable in serving families with young children, ensuring all Team Members embody the Universal Kids Resort service culture. Manages daily scheduling to ensure adequate ‘day of’ staffing and management of all front office operations. Ensures adherence to all PCI training and Front Office policies.
• Proactively addresses Guest needs and resolves concerns with empathy and urgency, including those affecting young children or family comfort. Ensures a safe and efficient flow of Guest arrivals and departures. Partners with key departments such as Housekeeping, Entertainment, and Food & Beverage to ensure family needs such as cribs, strollers, celebrations, early check-ins, etc. are anticipated and fulfilled. 
• Develops and implements kid-centric service protocols, operational plans, and standard procedures that support a seamless and positive Guest experience. Audits processes and optimizes operational efficiencies, monitoring industry trends and implementing policies and procedures to support Guest concerns. 
• Drives and executes plans for Front Office team that directly affect Team Member satisfaction (TSAT), Guest satisfaction (GSAT), and safety standards while utilizing existing tools to measure and monitor performance against targets. Develops appropriate action plans to achieve or exceed targets.
• Manages departmental budgets and staffing forecasts while maintaining appropriate inventory of family-focused amenities and kid-friendly welcome items. Builds capital and expense plans as required.
• 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 a Non-Exempt team

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 hotel front office operations, including proficiency in the Opera Property Management System (PMS), and best practices in guest service, particularly for family-focused resorts. 
• Ability to lead and motivate a diverse team, resolve guest concerns with empathy and efficiency, and create memorable experiences for families with young children. 
• Experience in a supervisory or management role within a hotel or resort environment, preferably in a high-volume or family-oriented setting. 
• Strong communication, organizational, and problem-solving skills, with a passion for hospitality and a commitment to Universal Kids Resort’s service culture. 
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 
• Consistent attendance is a job requirement. 
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 
• Consistent attendance is a job requirement. 

EDUCATION

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

EXPERIENCE

• 4+ years of experience in hotel front office/desk operations, hotel reservation with 1+ years of management experience is required; experience in a family-focused hotel or resort 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 Destinations & Experiences 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 Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Destinations & Experiences 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