Area Supervisor, Front Office Universal Kids Resort

JOB SUMMARY:

Responsible for supporting and coordinating the daily operations of the Front Office ensuring a warm welcoming and efficient experience for all Guests including families with young children. This role leads and supports the front desk team handles training and scheduling and resolves Guest concerns with professionalism and care. The Front Office Supervisor plays a key role in delivering the playful family-focused service culture of Universal Kids Resort while ensuring a smooth check-in and check-out process.


JOB RESPONSIBILITIES:

• Leads the daily Front Office operations to ensure efficient friendly and family-focused service during check-in check-out and throughout the Guests stay. Leads the opening and closing of procedures maintains the cleanliness and organization of the front office and ensures all Team Members adhere to policies and procedures. Assists with managing daily labor by creating Team Member schedules for Manager approval monitors and records overtime and ensures mitigation by adjusting schedules accordingly.
• Supports and coaches Front Desk Team Members and ensures proper assigning of room types and special Guest requests are being met. Assists with on-the-job guidance to maintain service excellence. Monitors daily staffing levels and adjusts rotational schedules based on hotel occupancy. Ensures the safety of Guests and Team Members by reviewing and revising safety practices and procedures.
• Resolves Guest issues and service recovery situations with professionalism and empathy especially when involving families or children.
• Ensures accurate handling of reservations room assignments billing and Guest requests using the Opera Cloud Property Management System (PMS). Ensures adherence to all established policies and procedures and escalates concerns to leadership as necessary.
• Collaborates with other departments (e.g. Housekeeping Food & Beverage and Facilities) to ensure Guest needs are met promptly and thoroughly. Responsible for maintaining the quality cleanliness and organization of the front office area to ensure it is Show Ready for Guests at all times and in back-of-house areas for Team Members.
• Responsible for overseeing training and is the first point of contact for new Team Members. Assists with on-the-job training and ensures successful completion of training plans and operational proficiency.
• 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.

SUPERVISORY RESPONSIBILITY:

• Individual Contributor

ADDITIONAL INFORMATION:

• Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws.

QUALIFICATIONS: To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skills and/or abilities (KSAs) required.

• Knowledge of front desk operations reservation systems (e.g. Opera Cloud PMS) and guest service protocols
• Ability to lead train and support front office staff while handling Guest concerns with professionalism and urgency
• Experience in hotel front desk or customer service roles with prior supervisory or leadership experience preferred
• Strong interpersonal multitasking and conflict-resolution skills
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

EDUCATION:

• Associates or Bachelors degree in Hospitality Management Business Administration or related field is preferred.

EXPERIENCE:

• 1 years of hotel front desk night audit or customer service experience is required; experience using Opera Cloud Property Management System (PMS) is preferred; or equivalent combination of education and experience.

Universal Kids Resort is an equal opportunity employer. Universal elements and all related indicia TM & 2026 Universal Studios. All rights reserved. EOE.