Assistant Manager, Guest Services - Universal Kids Resort

Universal Orlando Resort; Frisco (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Universal Kids Resort is seeking an Assistant Manager, Guest Services to lead daily operations of Guest Services, VIP Experiences, and Guest Communications. The role involves ensuring exceptional guest experiences, managing escalated issues, and partnering with resort-wide teams to deliver seamless services.

The position requires 3+ years of leadership in guest services within hospitality or entertainment industries, with strong focus on team development and operational excellence.

Qualifications

• 3+ years of guest service leadership experience.
• Experience supervising front-line teams.
• Experience handling guest recovery and service excellence programs.
• Experience managing operational, labor, and financial performance metrics preferred.
• Experience leading guest communications, call center operations, VIP programs, or premium guest experiences preferred.

Responsibilities

• Oversee daily operation of Guest Services, VIP Experience, and Guest Communications across Universal Kids Resort.
• Lead resolution of escalated guest concerns and service recovery opportunities; serve as Guest Arrivals MOD.
• Oversee VIP Experience operations and coordinate special requests and personalized experiences.
• Monitor guest satisfaction metrics and coach team members to raise guest satisfaction levels.
• Plan staffing, scheduling, and budgets; ensure SOPs and training are up to date.

Skills

Guest service leadership

Leadership experience

Customer service

Education

Bachelor's degree

Job description

JOB SUMMARY:

The Assistant Manager, Guest Services is responsible for leading the daily operation of Guest Services, VIP Experiences, and Guest Communications for Universal Kids Resort. This role oversees Guest service delivery, Guest recovery programs, VIP Experience operations, pre-arrival and post-visit communications, and front-line leadership teams. The Assistant Manager ensures exceptional Guest experiences through proactive service, operational excellence, team development, and collaboration with resort-wide partners.

JOB RESPONSIBLITIES:

• Oversee the daily operation of Guest Services, VIP Experience, and Guest Communications functions across Universal Kids Resort. Leads the resolution of escalated guest concerns, complaints, and service recovery opportunities, ensuring timely follow-up and exceptional guest outcomes. Serve as Guest Arrivals Manager on Duty (MOD), providing operational leadership and support during daily operations, special events, and peak attendance periods.
• Oversee VIP Experience operations, coordinating special requests, high-profile Guest visits, and personalized experiences to deliver exceptional and memorable Guest service. Partner with Operations, Entertainment, Marketing, Food & Beverage, Retail, Hotel Operations, and other departments to deliver seamless Guest experiences. Support resort-wide initiatives, special events, and new product offerings to enhance the overall guest experience.
• Ensures high levels of guest service are maintained at all times. Monitors guest satisfaction (GSAT) metrics and performance of all Team Members to provide coaching and feedback where necessary to consistently raise guest satisfaction levels within the Resort. Ensures Guest Services team responds to guest issues appropriately and consistently with effective resolution, following brand and Guest Services standards. Monitor Guest feedback, satisfaction metrics, and operational trends, identifying opportunities for service enhancements and process improvements. Manage Guest communication channels, including phone, email, chat, social media, review sites, and pre-arrival support functions.
• Plans for and ensures that assigned staff and materials are in complete readiness. Develops labor budgets, scheduling and works with resort-wide leaders to ensure appropriate staffing utilization, efficient execution of Guest Services, tours and appropriation of inventory and equipment. Ensures that SOPs and training programs are properly maintained and updated in partnership with Operational Alignment & Compliance team. Assist with labor planning, staffing, scheduling, and budget management to support operational and financial goals.
• Responsible for development, coaching, counseling and mentoring team including Supervisors, VIP Experience Tour Guides, Guest Services Coordinators and Guest Communications. Focuses on ways to enhance the Team Member experience and ensure Team Member Satisfaction (TSAT) feedback is actioned on. Supports training, onboarding, performance management, and succession planning initiatives for Team Members and leaders
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities. Ensure compliance with company policies, operational procedures, and Environmental, Health & Safety standards.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITY:

• Supervises a 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.

• This person will be scheduled opening and closing responsibilities, weekend shifts, and holidays and must be flexible in supporting the demand of the operation.
• 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 from an accredited four-year college or university preferred.
• Equivalent combination of education and relevant experience may be considered.

EXPERIENCE:

• 3+ years of Guest service, hospitality, theme park, resort, hotel, or entertainment operations leadership experience required.
• Previous supervisory or management experience leading front-line teams required.
• Experience handling Guest recovery, escalated Guest concerns, and service excellence programs.
• Experience managing operational, labor, and financial performance metrics preferred.
• Experience leading Guest communications, call center operations, VIP programs, or premium Guest experiences 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 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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