Manager, Front Office Operations

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.

• Responsible for the planning, development, and execution of all Front Office operations at the onsite hotel for Universal Kids Resort.
• 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.
• 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.
• 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.

• 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.

• company-sponsored benefits, including medical, dental, and vision insurance, 401(k), paid leave, and a variety of other discounts and perks

Universal Destinations & Experiences are unique vacation destinations that are part of the NBCUniversal family. Our teams around the world create epic vacations for the entire family, delivering incredible experiences that place guests in the heart of powerful stories and adventures.