Director/General Manager, Hotel Operations – Universal Kids Resort
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Job Description & Requirements
Universal Kid’s Resort is designed to spark the imagination of children with a truly unique experience compared to existing destinations. Located in Frisco, TX, this new project aims to inspire wonder in visitors of all ages. With a primary focus on children, it creates a distinctive working environment. You may find yourself working in various climate conditions, standing for long periods, and in noisy environments. The working hours are unique, often covering late evenings, nights, and weekends, including holidays. This position offers company-sponsored benefits, including medical, dental, and vision insurance, 401(k), paid leave, and a variety of other discounts and perks.
JOB SUMMARY: Responsible for the overall operation for a select-service onsite hotel. Responsible for successfully executing all operations in the hotel Operations departments and managing staff. Strives to continually improve guest and Team Member satisfaction and maximize the financial performance through a seamless guest experience in partnership with the theme park operations. Ensures that all hotel industry standards and procedures are being followed.
Pre-Opening: Oversees the development of all hotel-related pre-opening efforts. Ensures that standards and procedures are aligned across the industry with proper staffing costs, revenue models, and overall operating expenses meet or exceed the business model.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Plan, organize, direct, and coordinate the operations of hotel departments including housekeeping, front desk, reservations and yield management, swimming pool and other hotel common areas, plus partner with the resort-wide leadership to ensure the Food & Beverage, Entertainment/Recreation, Maintenance/Engineering, and Merchandise functions are in accordance with operational standards, guest experience targets, and financial guidelines. Coordinates all hotel security and emergency efforts with the resort-wide security team to ensure the safety of all hotel guests and Team Members.
Pre-Opening: Development and delivery of Operational Standard Operating Procedures for front desk, housekeeping, and all other hotel guest facing and back of house functions. Assist in facilities program design, technology selection, and layout for optimal operations efficiency.
- Coordination of ancillary amenities and back of house operations with resort-wide leadership including Parking, Security, Digital & Technology, Food and Beverage & other shared support services. Coordinate preventative maintenance and upkeep of the hotel property ensuring that facilities and equipment are in optimal condition. Maintains established safety and emergency management procedures to protect Guests and Team Members.
Pre-Opening: Drive the assessment and adoption, in partnership with UDX enterprise teams, of the hotel-related IT systems, hardware, & applications, including property management, resort-wide cashless payment, keyless entry, and all other systems and hardware used in the property. Guide pre-opening procurement in partnership with other functions for hard goods, soft goods, and operating supplies & equipment. Develop key Safety and Security policies and procedures, in partnership with UDX teams, specific to hotel operations to protect Guest and Team Members.
- Responsible for the financial performance of hotel departments and developing the annual hotel operating budget with involvement of the resort-wide leadership, including related annual capital expenditure and long-range plans. Aligning operations and activities of the hotel departments to ensure synergy within the resort to reach financial performance and guest satisfaction objective. Partner with Marketing & Sales for forecasting & revenue management as well as supporting all marketing and sales objectives.
Pre-Opening: Partner with the with the resort-wide operations team to develop a shared service model/strategy for the hotel. Ensure that the planned operational strategy is in alignment with the business plan for the hotel.
- Evaluate changes in guest needs, the hotel’s guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to deliver exceptional financial returns.
- 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: Supervises an Exempt and Non-Exempt team
Additional information: Carries out supervisory responsibilities in accordance with the organization’s 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.
- 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
- Knowledge of close integration within a theme park / resort experience.
- Outstanding leadership and communication abilities.
- Proven track record in the hotel industry demonstrating achievement of financial and guest service-related goals.
- Excellent planning, organization, and guest services skills.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Consistent attendance is a job requirement.
EDUCATION: Bachelor’s degree in Hotel/Hospitality Management is preferred.
EXPERIENCE: 10+ years of experience in a progressive hotel leadership role, including a Hotel GM and/or Rooms Division Manager is required. A broad breadth of operational experience in the hotel industry, ideally serving the tourist/leisure market. Ideal experience would be knowledge of current operational trends and SOP development with properties serving children and families, particularly at a select-service level; or equivalent combination of education and experience is preferred.
- Ability to work a flexible schedule, including weekends and holidays.
- Some domestic travel may be required.
- Bi-lingual – English and Spanish is preferred.
Your talent, skills and experience will be rewarded with a competitive compensation package.
Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.
Universal Orlando Resort. Here you can.
Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2024 Universal Studios. All rights reserved. EOE
Required On-Site: This position is required to be performed full-time from an NBCUniversal-designated worksite.
Our Brand Pillars
These pillars are the foundation of Universal Creative and reflect the values we embody every day.
We are Innovative
We innovate the future. We push the envelope by fusing art and technology to create immersive and unforgettable experiences.
We are Diverse
We believe we are all capable of doing more than one thing. We achieve the extraordinary by embracing the diverse abilities of our Team Members.
We are Empowered
We push ourselves to be our best. We lead change and solve problems, because the next thing we do should always be better than the last thing we did.
We are Authentic
We want you to be you. We believe that the unique and bold spirit of our team is what fuels our unbridled creativity and unparalleled innovation.
Spice Up Your Career
Looking for not just a job, but a career opportunity? Keeping our kitchens and dishes clean can be just the beginning. Working as a Steward will allow you to work directly with our Chefs and get hands-on experience to grow within our Culinary team. Additional Culinary Team Member perks include:
- Work shoes
- Opportunity for cross training and working in exciting new venues
- Meal vouchers
- Opportunities to advance, based on skill and available positions, to a full-time career in Culinary
Do you love to cook at home and are interested in exploring a career in the kitchen? Start as an Entry-level Cook today and we will teach you the skills through our hands-on and individualized training with our Experienced Chefs and Trainers. Additional Culinary Team Member perks include:
- Work shoes
- Opportunity for cross training and working in exciting new venues
- Meal vouchers
- Opportunities to advance, based on skill and available positions, to a full-time career in Culinary
Do you have at least two years of experience cooking in the kitchen and are looking to take your career to the next level? Grow your talent within our universe with our hands-on and individualized training to make you one of our next leaders in our thrilling, innovative restaurants. Additional Culinary Team Member perks include:
- Work shoes
- Opportunity for cross training and working in exciting new venues
- Meal vouchers
- Opportunities to advance, based on skill and available positions, to more senior leadership within Culinary
If you have the drive, passion, and experience to lead our Team Members to deliver the ultimate innovative dining experience, then we have the career for you! Whether you are a Culinary Team Lead, a Sous Chef, or Executive Chef, we’re seeking leaders with varying levels of experience to help drive our universe to the next level. We offer competitive compensation, fun and unique perks, extensive benefit packages, and a fantastic work culture – all we’re missing is you!
Internships with Universal Orlando
Universal Orlando offers real-world learning experiences, meaningful project work, and productive networking opportunities, all within one of the world’s top entertainment destinations.
Universal Orlando internships provide:
- Paid opportunities to grow your career
- The chance to learn from talented industry professionals and make a valued impact on our Team Members and guests
- A variety of intern-exclusive professional development and networking events
- In addition to all of our internships being paid, you may be eligible for financial assistance towards housing if applicable. Specific details about eligibility would be provided at the time of offer
Universal Orlando Resort hires Interns during the Spring, Summer and Fall semesters. Specific internship opportunities vary each semester and can include the following areas:
- Data Analytics
- Event Management
- Engineering
- Finance
- Graphic and Digital Design
- Human Resources
- Information Technology
- Marketing & Sales
- Technical Writing
- Themed Entertainment Design
At Universal Orlando, there are certain requirements we look for in all candidates interested in an internship. Check out the list below to make sure you are eligible to apply.
- Actively enrolled, degree-seeking students.
- Sophomores, Juniors, Seniors or Graduate-level students.
- Minimum 3.0 cumulative GPA preferred (transcripts will be required for verification).
- Job specific qualifications as outlined in the Intern job description.
- Ability to work a minimum of 20 hours a week for approximately 10 weeks.
A Universe of Opportunities
Love a fast pace? Like serving up fun? If you said “yes,” be sure to check out our Food & Beverage jobs. We’re always hiring for the unique and creative restaurants throughout our theme parks. Find out how we can satisfy your appetite for an opportunity in positions like these:
- Quick Service Associate
- Food & Beverage Stocker
- Barista
- Food and Beverage Cash Coordinator
- Host/Hostess
- Tipped Busser
- Tipped Food Runner
- Barback
- Waitperson
- Bartender
- Steward (Dishwasher)
- Line Cook
- Senior Cook
- Chef Assistant
You’ll be in the center of the action, bringing famous movies and stories to life. You’ll dress the part with a themed wardrobe and help to provide a truly immersive experience that our guests will remember for years to come! See how you can bring the excitement in one of these roles:
- Attractions Attendant
- Team Lead
You’ll be part of the larger-than-experience of our attraction, sharing the fun in one of a kind shops and kiosks. Join us to help our guests find what they love, love what they find, and go home with happy memories and more.
- Merchandise Associate
- Gameskeeper
- Merchandise Team Captain
Our Operational Leadership teams are founded on the principles of providing an entertaining and seamless experience for our guests. It is the integration of all these operating areas performing together that creates memories that last a lifetime for each of our guests.
- Merchandise
- Food & Beverage
- Entrance Operations
- Attractions
- Parking & Transportation
- Park Services
- Event Operations
- Tours
Not sure what opportunity is right for you? Here are some other places where you can be a part of our Universe of fun:
- Parking and Transportation
- Turnstiles and Pass Sales
- Guest Services
- Park Services
- Security
- Health Services
- Wardrobe
- and more!
A Universe of Opportunities
Universal Orlando’s Administration division supports our entire business operation. As strategic partners, these teams take active roles to assist the organization and drive successful business decisions. And, as an industry leader, our Administration teams strive to maintain our position as a top employer and community partner. Career opportunities include:
- Human Resources
- Facilities Management
- Legal & External Affairs
- Community Relations
- Environmental Health & Safety
Using analytics to make the most of data, we are continually focused on process improvement, revenue management, capacity planning, labor planning, and optimization. The insights produced by our Data Analytics teams helps drive our business and leaves a lasting impact on our global organization and our guests’ experience. Career opportunities include:
- Revenue Management
- Marketing Analytics
- Financial Analysis
- Business Intelligence
- Industrial Engineering
Our Finance teams support the strategy and operation of our business by designing, implementing, and monitoring our financial policies and processes. By planning, organizing, auditing, accounting for and controlling the company’s finances, these teams ensure that we have stable and sustainable growth. Career opportunities include:
- Operational Finance
- Tax/Financial Reporting
- Accounts Payable/Accounts Receivable/Revenue Accounting
- Financial Planning & Strategy
Our innovative Marketing professionals determine the demand for the products and services offered by our company and create compelling content to keep consumers engaged. These teams work to create brand strategy, track trends, and connect our consumers with our Universe. Our strategic Sales teams deal with the market directly and through them, our marketing becomes concrete and personalized. Career opportunities include:
- Brand Management Strategy & Communication
- Marketing Analytics & Insights
- Digital Marketing & Product Management
- Marketing Communications
- Licensed Partners
- Event Management & Trade Marketing
- Sales: Park, Event, Trade, Consumer, Resort
- Sales Integration
- UPRV/Destination Universal
Technology is at the center of everything we do. Our technical teams develop and support all our cutting-edge infrastructure and collaborate with cross-functional teams across the company. Parks Technology at Universal Orlando means innovation, security, support, sustainment, solutions, and usability. Career opportunities include:
- Enterprise & Data Management Systems
- Architecture
- Digital Platforms
- Quality Engineering
- Infrastructure
- Governance & Security
RockIT Your IT Career Video Transcript
[DESCRIPTION] Speaker 1 (interviewer) and John (interviewee) walking towards Rip Ride Rockit roller coaster [SPEAKER 1] Hey, John. How's it going? [JOHN]: Good. [SPEAKER 1] We like to do interviews a little differently here at Universal. [JOHN]: Oh…OK. [TEXT] ROCK IT Your IT Career [DESCRIPTION] Speaker 2 (interviewer) and Speaker 3 (interviewee) on Rip Ride Rockit roller coaster. [SPEAKER 2] We're just going to chat a little bit about your IT background and qualifications, OK? [SPEAKER 3] OK. [SPEAKER 2] OK. All right. [SPEAKER 1] Tell me about your understanding of Angular6 and some of its advantages. [SPEAKER 3] It's a JavaScript framework that manages-- [JOHN]: Web applications and apps in JavaScript, HTML, and TypeScript. [DESCRIPTION] Interview on a roller coaster. [SPEAKER 2] Define active directory and how you have utilized it in your career. [SPEAKER 3] Active Directory manages computers and other devices on a network. [JOHN]: I most commonly use it when I'm setting up and managing network printers. [SPEAKER 1] If given a preference, would you prefer a software development or a support- related role? [SPEAKER 3] I totally enjoy supporting more. I like figuring out why something is throwing a complex error or-- [JOHN]: There's the excitement of fixing a complex problem! [SPEAKER 1] What are some of the advantages of the Hadoop platform? [JOHN]: It's a highly scalable framework-- [SPEAKER 3] That manages bit data processing and storage for big data applications. [DESCRIPTION] Roller coaster races up and down hills and around corners, then pulls into the stop at the end. [SPEAKER 2] Thanks so much for taking the time to come in and meet with us. It was great chatting with you. [DESCRIPTION] Logo: Universal Orlando Resort. Text: Visit UniversalOrlandoJobs.com to view all of our IT opportunities. © 2019 BMP. Universal elements and all related indicia TM & © 2019 Universal Studios. All rights reserved.A Universe of Opportunities
Maintain the most technologically advanced ride systems in the world. Problem solving, electromechanical systems expertise and the ability to use good judgment in high pressure situations are just some of the key attributes we are looking for in our Ride and Show Technicians. And, from our Figure Finish and Creative Fabrication Artists who work with our animatronics, skins and silicones, to our Technical Services Warehouse Associates, we have several opportunities for maintaining the fun in a technical capacity here at Universal Orlando.
Maintain the beauty and health of our resort’s plants and trees, in all of our theme parks and the surrounding paths and roadways. We take immense pride in the overall look of our resort grounds.
Our Engineers perform moderate re-design and development efforts for mechanical and electrical structural systems for our state-of-the-art theme park rides and attractions. Our hands-on team helps to deliver unforgettable experiences for our guests.
Maintain all aspects of our resort buildings including exterior facades, concrete work, paint, building controls such as HVAC units, electrical panels, lighting, and plumbing. We look for Technicians with superior skills, attention to detail, and the ability to prioritize multiple work orders.
Island Overview
Looking for a career on the water? Universal's Volcano Bay Aquatics Team isn’t just here to help keep our guests safe, they are here to make a splash! Join the team and help guard our 13 different water attractions as a Deep Water or Aquatic Attraction Lifeguard, or help operate and run our attractions as a Slide Attendant. All Lifeguard Certifications are paid for and provided by Universal Orlando, so no previous experience is required. Perks of the job include riding our water park attractions to ensure proper working conditions and being a part of Orlando’s most technologically advanced Theme Park.
Our guest service minded Premium Services Team Members provide world-class hospitality to our guests. Join our team and help deliver 5 Star Service in a fun and carefree island experience by selling premium products, upgrades, and assisting guests with wireless TapuTapu Wearable devices, ensuring safety requirements of water attractions. Specific positions include:
- Concierge/Locker Attendants
- Cabana/Towel Attendants
- Virtual Line Attendants
- Wearable Attendants
The only thing more exciting than our water slides is our deliciously unmatched dining delicacies that we have to offer at Volcano Bay. Our guests will find total relaxation at one of our 3 unique restaurants with diverse menu options like our Coconut Fried Chicken, Curry Shrimp, and our Kohola Burger. We have everything we need to create the ultimate vacation for our guests; all we are missing is you! Some Food and Beverage Opportunities include:
- Cabana Server
- Bartender
- Greeter
- Cashier
- Busser
- Cooks
- And more
Other opportunities within Volcano Bay include:
- Turnstiles
- Pass Sales
- Guest Services
- Park Services
- Security
- Health Services
- And many more!
A Universe of Opportunities
If you love to have fun and thrive in a fast-paced environment, look no further than our opportunities in Quick Service Food and Beverage. From keeping our Food and Beverage carts well stocked to bringing smiles to guests in our Quick Service Restaurants located across our three parks and CityWalk, there is never a dull day. Come satisfy your appetite for opportunity in the following roles:
- Quick Service Associate
- Stocker
- Barista
- Cash Coordinator
Hospitality is at the heart of what we do, so we are always looking for those with an attitude for service and a motivation to enrich our guests’ experience. With several Full-Service locations located across our theme parks and CityWalk, there is plenty of opportunity to be part of the ultimate dining experience in these following roles:
- Host/Hostess
- Tipped Busser
- Tipped Food Runner
- Bartender
- Barback
- Waitperson
A Universe of Events
Universal’s annual Mardi Gras celebration takes you beyond the bayou with an awesome party inspired by New Orleans and the best Carnaval celebrations from around the globe. Enjoy a parade and catch beads, sample culinary delights from around the word, enjoy live music and concerts and get your party on all at Universal’s Mardi Gras! Come be a part of our team and party with us in these select roles:
- Bead Captain
- Float Driver
- Event Guide
- Food and Beverage
Universal Orlando’s Halloween Horror Nights is our premier Halloween event in Universal Studios Florida. This event is full of scares and surprises featuring terrifying haunted houses, sinister scare zones, outrageous live shows, wickedly delicious treats, and some of Universal Studios’ most exhilarating attractions. Help us deliver the scares in any of these exciting roles:
- Haunted House Attendant
- Scareactor
- Makeup/VFX Artist
- Food and Beverage
- Custodial
At Universal Orlando Resort you can scream, laugh, and shout your jingle bells off cause we do the holidays big time. From our Universal’s Holiday Parade featuring Macy’s at Universal Studios Florida to the music and fun of The Grinchmas™ Who-liday Spectacular at Islands of Adventure, it’s the biggest, loudest, awesomest celebration of the season. Spread holiday cheer with us in the following roles:
- Balloon Handler
- Food and Beverage
- Event Guide
- Float Driver
