Manager, Housekeeping - Universal Kids Resort

Universal Orlando•Frisco, TX

41d•Onsite

About The Position

Responsible for overseeing the cleanliness, organization, and overall presentation of guest rooms and public areas to ensure a safe, welcoming, and enjoyable environment for families and children at Universal Kids Resort's onsite hotel. This role leads and supports the housekeeping team, manages schedules and inspections, and upholds brand standards for cleanliness and guest satisfaction. Develops and executes TSAT action plans, safety programs, and training plans specific to the area of responsibility. A hands-on leader with strong attention to detail, the Housekeeping Manager, plays a key role in delivering a comfortable and memorable stay for every guest and partners across the hotel operations for a seamless experience.

Requirements

Knowledge of housekeeping operations, cleaning procedures, safety standards, and inventory management in a resort or hotel setting.
Ability to lead, train, and motivate a diverse team, manage multiple priorities in a fast-paced environment, and maintain high standards of cleanliness and guest satisfaction.
Experience in a supervisory or management role within housekeeping, preferably in a high-volume, family-oriented, or themed resort.
Strong attention to detail, communication, organizational, and time-management skills, with a guest-first mindset and a commitment to quality service.
High School Diploma or GED is required.
3+ years of experience in housekeeping with 2+ years of supervisory experience is required, experience in a resort, family-focused or high-volume hospitality environment and using Opera Property Management System (PMS) is preferred; or equivalent combination of education and experience.

Nice To Haves

Experience with Opera Property Management System, Boomerang, or Windsurfer is a plus.

Responsibilities

Oversees and manages the daily operations of the housekeeping department, ensuring all guest rooms, public areas, and back-of-house spaces meet cleanliness and safety standards. Partners closely with Front Office, Facilities, and Food & Beverage teams to coordinate timely room readiness, guest requests, and special accommodations. Manages departmental budgets and staffing forecasts to ensure appropriate staffing coverage based on hotel occupancy.
Responsible for hiring, training, scheduling and performance management of Housekeeping department, ensuring labor optimization for varying guest/room capacity. Ensures guest service standards are met to deliver efficient, kid-friendly service in alignment with resort standards. Oversees scheduling to ensure adequate 'day of' staffing and management of all housekeeping operations.
Conducts regular inspections of guest rooms and public areas to ensure consistency, quality, and attention to family-specific needs (e.g., cribs, extra towels, hypoallergenic options, etc.). Ensures compliance to all established safety standards and procedures. Partners across Universal Kids Resort for the Lost & Found Program using Boomerang system for the collection, logging, secure storage, and return of lost and found items.
Manages inventory and ordering of cleaning supplies, linens, and guest amenities to ensure proper stock levels while controlling costs. Tracks and audits inventory as needed using Opera Property Management System (PMS).
Responds promptly to guest feedback and service recovery situations to ensure high levels of satisfaction, especially for families with young children. Ensures seamless communication of guest concerns and high service standards throughout the hotel.
Drives and executes plans for Housekeeping team that directly affect TSAT, GSAT, and safety standards while utilizing industry trends to measure and monitor performance against targets. Develops appropriate action plans to achieve or exceed targets.
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.