Agent, Front Office - Universal Kids Resort

Universal Studios; Frisco (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

Universal Kids Resort in Frisco, TX seeks a Front Office Agent to be the first point of contact for Guests from check-in to check-out. You will handle reservations, inquiries, and room assignments while ensuring a welcoming experience for families.

You will greet guests, assist with check-in/out, process payments, coordinate with housekeeping, and provide information about amenities. A friendly demeanor and strong communication skills are essential.

Qualifications

• Knowledge of front desk operations and guest service standards.
• Clear communication and multitasking in a fast-paced environment.
• Experience in guest service, hospitality, or front desk roles preferred.
• Strong interpersonal skills and friendly attitude.
• Regular attendance required.

Responsibilities

• Greet guests upon arrival and assist check-in/check-out professionally and efficiently.
• Handle reservations, inquiries, and room assignments; document guest requests.
• Process payments and verify identification while delivering excellent service.
• Coordinate with Housekeeping/Maintenance to ensure room readiness and cleanliness.
• Promote resort amenities and upsell services when appropriate.
• Maintain shift reports and adhere to safety policies.

Skills

Front desk operations

Guest service

Communication

Multitasking

Customer-focused

Education

High School Diploma or GED

Tools

Hotel PMS

Job description

JOB SUMMARY:

The Front Office Agent at Universal Kids Resort serves as the first point of contact for Guests, delivering a warm and welcoming experience from check-in to check-out. This role is responsible for handling reservations, Guest inquiries, and room assignments while ensuring a smooth and enjoyable stay for all Guests including families and children. A friendly attitude, strong communication skills, and a passion for exceptional Guest service are essential to creating playful and unforgettable moments for every Guest.

JOB RESPONSIBILITIES:

• Greets Guests upon arrival and assists with check-in/check-out procedures in a friendly, professional and efficient manner. Assigns rooms following all established procedures including special Guest requests.
• Fulfills Guest inquiries, requests, and complaints professionally in person and by phone using in-depth knowledge and by asking exploratory questions to identify and document concerns. Provides detailed information about room types, amenities and hotel facilities to Guests.
• Obtains necessary credit and payment information from Guests in accordance with all PCI training and applicable policies and procedures. Processes payments, verifies identification, and issues room keys while providing excellent Guest service.
• Coordinates with Housekeeping and Maintenance to ensure timely room readiness. Maintains overall cleanliness and appearance of the Front Office and lobby area. Assists with Lost & Found Program and returning of items as directed.
• Promotes Universal Kids Resort amenities, kid-friendly activities, and upsells services when appropriate in accordance with Front Office sales strategies.
• Maintains accurate records, completes shift reports, and follows all safety/security policies and procedures.
• 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 organization’s policies and applicable laws.

QUALIFICATIONS:

• Knowledge of front desk operations, basic hospitality procedures, and Guest service standards.
• Ability to communicate clearly, manage multiple tasks, and remain calm under pressure.
• Experience in Guest service, hospitality, or front desk roles is preferred.
• Strong interpersonal skills, attention to detail, and a friendly, service-oriented attitude.
• Consistent attendance is a job requirement.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION:

• High School Diploma or GED is required.

EXPERIENCE:

• 3+ months of front office/desk, Guest service or hospitality experience is required; familiarity with hotel property management systems is a plus; or equivalent combination of education and experience.

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 Kids Resort 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 Kids Resort HR/Recruitment will be deemed the sole property of Universal Kids Resort. No fee will be paid in the event the candidate is hired by Universal Kids Resort as a result of the referral or through other means.

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