Director/General Manager, Hotel Operations - Universal Kids Resort

JOB SUMMARY

Responsible for the overall operation for a select-service onsite hotel. Responsible for successfully executing all operations in the hotel Operations departments and managing staff. Strives to continually improve guest and Team Member satisfaction and maximize the financial performance through a seamless guest experience in partnership with the theme park operations. Ensures that all hotel industry standards and procedures are being followed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Plan, organize, direct, and coordinate the operations of hotel departments including housekeeping, front desk, reservations and yield management, swimming pool and other hotel common areas, plus partner with the resort-wide leadership to ensure the Food & Beverage, Entertainment/Recreation, Maintenance/Engineering, and Merchandise functions are in accordance with operational standards, guest experience targets, and financial guidelines.
• Care for all hotel security and emergency efforts with the resort-wide security team to ensure the safety of all hotel guests and Team Members.
• Development and delivery of Operational Standard Operating Procedures for front desk, housekeeping, and all other hotel guest facing and back of house functions.
• Assist in facilities program design, technology selection, and layout for optimal operations efficiency.
• Coordination of ancillary amenities and back of house operations with resort-wide leadership including Parking, Security, Digital & Technology, Food and Beverage & other shared support services.
• Coordinate preventative maintenance and upkeep of the hotel property ensuring that facilities and equipment are in optimal condition.
• Maintains established safety and emergency management procedures to protect Guests and Team Members.
• Drive the assessment and adoption, in partnership with UDX enterprise teams, of the hotel-related IT systems, hardware, & applications, including property management, resort-wide cashless payment, keyless entry, and all other systems and hardware used in the property.
• Guide pre-opening procurement in partnership with other functions for hard goods, soft goods, and operating supplies & equipment.
• Develop key Safety and Security policies and procedures, in partnership with UDX teams, specific to hotel operations to protect Guest and Team Members.
• Responsible for the financial performance of hotel departments and developing the annual hotel operating budget with involvement of the resort-wide leadership, including related annual capital expenditure and long-range plans.
• Aligns operations and activities of the hotel departments to ensure synergy within the resort to reach financial performance and guest satisfaction objective.
• Partner with Marketing & Sales for forecasting & revenue management as well as supporting all marketing and sales objectives.

SUPERVISORY RESPONSIBILITY

Supervises an Exempt and Non-Exempt team.

QUALIFICATIONS

• Experience in opening a new hotel from planning through construction to opening, including writing SOP’s, property management / technology selection process, and planning the guest experience.
• Knowledge of close integration within a theme park / resort experience.
• Outstanding leadership and communication abilities.
• Proven track record in the hotel industry demonstrating achievement of financial and guest service-related goals.
• Excellent planning, organization, and guest services skills.
• 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 in Hotel/Hospitality Management is preferred.

EXPERIENCE

• 10+ years of experience in a progressive hotel leadership role, including a Hotel GM and/or Rooms Division Manager is required.
• A broad breadth of operational experience in the hotel industry, ideally serving the tourist/leisure market.
• Ideal experience would be knowledge of current operational trends and SOP development with properties serving children and families, particularly at a select-service level; or equivalent combination of education and experience is preferred.

ADDITIONAL INFORMATION

• Ability to work a flexible schedule, including weekends and holidays.
• Some domestic travel may be required.
• Bi-lingual – English and Spanish is preferred.