Assistant Manager, Front Office

JOB SUMMARY:

Responsible for overseeing Universal Kids Resort's onsite hotel overnight operations, acting as Manager on Duty, while ensuring a smooth transition between business days. This role oversees the hotel's overnight teams, balances and audits the day's financial transactions, supports escalated late-night Guest needs with professionalism and care, and ensures preparation of the Front Office operations. As the hotel's overnight point of contact, this role will maintain the safety, security, and operations while partnering across departments for overnight concerns.

JOB RESPONSIBILITIES:

• Responsible for the overnight hotel operations, acting as the Manager on Duty for all overnight Team Members and operational decisions. Oversees all hotel Team Members working overnight including Housekeeping, Security, Facilities, Front Office and third-party deep cleaning/housekeeping vendor and partners with departmental leadership for assigned tasks and projects. Addresses any significant overnight issues or Guest concerns and effectively communicates to the morning teams and UKR leadership to ensure continuity of service. Responds to all guest needs and coordinates with resort-wide Security for Guest emergencies throughout the hotel and ensures security protocols are being followed.
• Conducts regular monitoring and property walks of lobby, front desk, Guest-facing areas and back-of-house Team Member areas to maintain a safe and secure environment during overnight hours. Manages the overnight Guest experience by handling escalated Guest complaints, VIP arrivals, and any safety and security incidents in partnership with UKR Security.
• Oversees the completion of night audit work of accurately balancing and auditing all hotel revenue and transactions from the day using the Opera Property Management System (PMS). Ensures the completion and distribution of daily financial and operational reports. Audits PMS trends and implements operational efficiencies as needed.
• Ensures labor goals, efficiencies, safety and quality standards are being met and addressed consistently. Manages weekly schedules for overnight teams and ensures proper staffing levels. Responsible for the hiring decisions and training of Night Audit team and ensures consistent training programs are developed, implemented and maintained.
• Ensures hotel readiness for morning shift handoff to ensure a continuity of service for all hotel departments. Oversees and communicates any specific projects to the overnight third-party deep cleaning/housekeeping vendor based on routine deep cleaning standards and procedures.
• Supports changing operational procedures with standard operating procedure (SOP) development, standardization, and optimization of processes and policies for the hotel. Assists with evolving business needs and ensuring alignment across overnight departments for efficiencies.
• 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.

• Knowledge of hotel front office procedures, financial auditing processes, and the Opera Property Management System (PMS).
• Ability to work independently overnight, multitask under minimal supervision, and respond to guest needs with professionalism and care.
• Experience in hotel front desk operations or night audit roles, preferably in a family-friendly or resort environment.
• Strong attention to detail, time management, and problem-solving skills, with a commitment to maintaining accuracy and guest satisfaction.
• 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 Bachelors' degree in Hospitality Management, Business Administration or related field is preferred.

EXPERIENCE:

• 3+ years of hotel front desk or night audit with 1+ years of supervisory experience is required, experience using Opera Property Management System (PMS) is preferred; 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 & 2025 Universal Studios. All rights reserved. EOE.