Director​/General Manager, Hotel Operations - Universal Kids Resort

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.

This position offers company-sponsored benefits, including medical, dental, and vision insurance, 401(k), paid leave, and a variety of other discounts and perks.

Responsible for the overall operation of a select-service onsite hotel, executing all hotel operations, managing staff, and partnering with theme park operations to create a seamless guest experience. Ensures all hotel industry standards and procedures are followed.

Pre‑Opening:
Oversees the development of all hotel‑related pre‑opening efforts, aligning standards, staffing costs, and revenue models with the business model.

• Plan, organize, direct, and coordinate the operations of hotel departments including housekeeping, front desk, reservations and yield management, swimming pool and other common areas, and partner with resort‑wide leadership to ensure Food & Beverage, Entertainment/Recreation, Maintenance/Engineering, and Merchandise functions meet operational standards, guest experience targets, and financial guidelines. Coordinate all hotel security and emergency efforts with the resort‑wide security team.
• Develop and deliver 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 operational efficiency.
• Coordinate ancillary amenities and back‑of‑house operations with resort‑wide leadership (Parking, Security, Digital & Technology, Food and Beverage, etc.), and coordinate preventative maintenance and upkeep of the hotel property. Maintain established safety and emergency management procedures to protect guests and team members.
• Drive the assessment and adoption of hotel‑related IT systems, hardware, and applications in partnership with enterprise teams, guide pre‑opening procurement for hard goods, soft goods, and operating supplies & equipment. Develop key safety and security policies and procedures with UDX teams specific to hotel operations.
• Responsible for the financial performance of hotel departments, developing the annual operating budget, aligning operations to achieve financial performance and guest satisfaction objectives, and partnering with Marketing & Sales for forecasting & revenue management.
• Evaluate changes in guest needs, guest mix, industry and competitive trends to recommend product/service and operational changes to ensure guest and employee satisfaction and deliver financial returns.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policies, procedures, training, and team‑member involvement activities.
• Perform other duties as assigned.

Supervises both exempt and non‑exempt team members and carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

• Experience in opening a new hotel from planning through construction to opening, including writing SOPs, 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.

Bachelor’s degree in Hotel/Hospitality Management is preferred.

10+ years of progressive hotel leadership experience, including a Hotel GM and/or Rooms Division Manager, with broad operational experience in the tourist/leisure market. Knowledge of current operational trends and SOP development with properties serving children and families, particularly at a select‑service level, is preferred.

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

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal Kids Resort is a full‑time, on‑site position required to be performed from an NBCUniversal‑designated worksite.

Universal Kids Resort is an equal opportunity employer. EOE.