Universal Parks & Resorts

Universal Kid’s Resort is designed to spark the imagination of children with a truly unique experience compared to existing destinations. With a park designed to ignite the art of play and a hotel to provide continued excitement for the children and relaxation for the adults, you could find yourself working in a variety of environments. Located in Frisco, TX, this new project aims to inspire wonder in visitors of all ages. With a primary focus on families with young children, it creates a distinctive working environment. With a park designed to ignite the art of play and a 300-room family hotel to provide continued excitement for the children and relaxation for the adults, you could find yourself working in a variety of environments. These could include working in various climate conditions, standing for long periods, and in noisy environments. The working hours are unique, often covering weekends and holidays, plus evenings. 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

Manages the day-to-day operations supporting revenue-generating events, VIP Tours, and the Guest Services operation ensuring high guest service levels and successful execution of events and tours. Handles event planning resort wide. Provides direction to non-exempt staff, ensuring departmental standards are met.

JOB RESPONSIBILITIES

• Manages, strategizes, and forecasts VIP tours, Guest Services needs and event operations support resort wide. Manages partnerships with Marketing & Sales, Public Relations, Foods/Catering, Operations, Entertainment, Tech Services, Merchandise and Hotel teams in developing event operational plans. Focuses on daily guest interactions (Play Ambassadors) as well as intermediate short-term planning (0-8 weeks) of small to large celebrations including kids’ birthdays, family reunions, graduations, corporate events and the like and constantly looks for opportunities to reduce event costs, promote collaboration and minimize any negative guest impacts.
• 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 department. Utilizes guest feedback to develop and enhance tours and event products. Maintains a physical presence in the field during tours and event execution. Ensures Guest Services team responds to guest issues appropriately and consistently with effective resolution, following brand and Guest Services standards. Analyzes guest questions, concerns and feedback trends and provides relevant reports of guest feedback for partners around resort. Maintains constant awareness of client and guest needs as well as guest and Team Member safety.
• Plans for and ensures that assigned staff, event locations 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 events and appropriation of inventory and equipment. Ensures that SOPs and training programs are properly maintained and updated in partnership with Operational Alignment & Compliance team.
• Responsible for development, coaching, counseling and mentoring team including Supervisors, VIP Experience Tour Guides, Play Ambassadors, Guest Services Coordinators and event staff, ensuring Team Members receive proper training. Focuses on ways to enhance the Team Member experience and ensure Team Member Satisfaction (TSAT) feedback is actioned on.
• 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 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

• Associate’s or Bachelor’s degree is preferred.

EXPERIENCE

• 2+ years of supervisory experience required; 2+ years of event or operational planning experience; 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 Destinations & Experiences 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 Destinations & Experiences as a result of the referral or through other means.

Universal Kids Resort. Here you can.

Universal Kids Resort is an equal opportunity employer. Universal elements and all related indicia TM & © 2025 Universal Studios. All rights reserved. EOE