Assistant Manager, Guest Services - Universal Kids Resort

Universal Orlando•Frisco, TX

4d•Onsite

About The Position

The Assistant Manager, Guest Services is responsible for leading the daily operation of Guest Services, VIP Experiences, and Guest Communications for Universal Kids Resort. This role oversees Guest service delivery, Guest recovery programs, VIP Experience operations, pre-arrival and post-visit communications, and front-line leadership teams. The Assistant Manager ensures exceptional Guest experiences through proactive service, operational excellence, team development, and collaboration with resort-wide partners.

Requirements

3+ years of Guest service, hospitality, theme park, resort, hotel, or entertainment operations leadership experience required.
Previous supervisory or management experience leading front-line teams required.
Experience handling Guest recovery, escalated Guest concerns, and service excellence programs.
Consistent attendance is a job requirement.

Nice To Haves

Bachelor's degree from an accredited four-year college or university preferred.
Equivalent combination of education and relevant experience may be considered.
Experience managing operational, labor, and financial performance metrics preferred.
Experience leading Guest communications, call center operations, VIP programs, or premium Guest experiences preferred.

Responsibilities

Oversee the daily operation of Guest Services, VIP Experience, and Guest Communications functions across Universal Kids Resort.
Leads the resolution of escalated guest concerns, complaints, and service recovery opportunities, ensuring timely follow-up and exceptional guest outcomes.
Serve as Guest Arrivals Manager on Duty (MOD), providing operational leadership and support during daily operations, special events, and peak attendance periods.
Oversee VIP Experience operations, coordinating special requests, high-profile Guest visits, and personalized experiences to deliver exceptional and memorable Guest service.
Partner with Operations, Entertainment, Marketing, Food & Beverage, Retail, Hotel Operations, and other departments to deliver seamless Guest experiences.
Support resort-wide initiatives, special events, and new product offerings to enhance the overall guest experience.
Ensures high levels of guest service are maintained at all times.
Monitors guest satisfaction (GSAT) metrics and performance of all Team Members to provide coaching and feedback where necessary to consistently raise guest satisfaction levels within the Resort.
Ensures Guest Services team responds to guest issues appropriately and consistently with effective resolution, following brand and Guest Services standards.
Monitor Guest feedback, satisfaction metrics, and operational trends, identifying opportunities for service enhancements and process improvements.
Manage Guest communication channels, including phone, email, chat, social media, review sites, and pre-arrival support functions.
Plans for and ensures that assigned staff and materials are in complete readiness.
Develops labor budgets, scheduling and works with resort-wide leaders to ensure appropriate staffing utilization, efficient execution of Guest Services, tours and appropriation of inventory and equipment.
Ensures that SOPs and training programs are properly maintained and updated in partnership with Operational Alignment & Compliance team.
Assist with labor planning, staffing, scheduling, and budget management to support operational and financial goals.
Responsible for development, coaching, counseling and mentoring team including Supervisors, VIP Experience Tour Guides, Guest Services Coordinators and Guest Communications.
Focuses on ways to enhance the Team Member experience and ensure Team Member Satisfaction (TSAT) feedback is actioned on.
Supports training, onboarding, performance management, and succession planning initiatives for Team Members and leaders
Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
Ensure compliance with company policies, operational procedures, and Environmental, Health & Safety standards.
Perform other duties as assigned.