Assistant Director / Assistant General Manager, Hotel Operations - Universal Kids Resort

Universal Orlando•Frisco, TX

51d•Onsite

About The Position

Responsible for leading the hotel operations at Universal Kids Resort's 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.

Requirements

Experience in opening a new hotel from planning through construction to opening, including writing SOP's, 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.
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.

Nice To Haves

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
Bi-lingual in English and Spanish is a plus.

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 hotel's 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.