Area Supervisor, Front Office - Universal Kids Resort

Universal Orlando•Frisco, TX

About The Position

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.

Requirements

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
Consistent attendance is a job requirement.
Associate’s or Bachelors’ degree in Hospitality Management, Business Administration or related field is preferred.
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.

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.