Guest Services & VIP Experience Manager

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

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.