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.

ADDITIONAL INFORMATION:

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.

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Director/General Manager, Hotel Operations - Universal Kids Resort