Assistant Director / Assistant General Manager, Hotel Operations - Universal Kids Resort
Job Overview
Employment Type
Full-time
Work Schedule
Flexible
Benefits
Competitive compensation package
Job Description
Universal Kids Resort is a dynamic and family-friendly destination known for its immersive theme park experiences and exceptional hospitality services. As a premier limited-service onsite hotel within this vibrant resort, Universal Kids Resort emphasizes delivering memorable and seamless guest experiences, especially catering to families with young children. The resort is dedicated to maintaining high standards of cleanliness, safety, and guest satisfaction, ensuring that every visitor enjoys a comfortable and engaging stay. The resort's management philosophy revolves around collaboration across departments to efficiently manage operations while upholding the Universal brand's renowned quality and service standards. The leadership team at Universal Kids... Show More
Job Requirements
- 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
- 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
- Bachelor’s degree in Hotel or Hospitality Management is preferred
Job Qualifications
- 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
Job Duties
- 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
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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