Assistant Manager, Housekeeping - Universal Kids Resort

Universal Orlando•Frisco, TX

About The Position

Responsible for overseeing the daily operations of the Housekeeping department to ensure a clean, safe, and welcoming environment for all guests at Universal Kids Resort. This role assists in supervising housekeeping staff, managing schedules, conducting inspections, and ensuring service standards are met. The Assistant Manager collaborates closely with other departments to respond promptly to guest needs and maintain a high level of satisfaction throughout the resort. Ensures continuous review of processes and operations are geared towards families with young children.

Requirements

Knowledge of housekeeping operations, cleaning procedures, safety and sanitation standards, and hospitality service practices in a hotel or resort setting.
Ability to lead, support, and motivate a diverse team while maintaining high standards of cleanliness, organization, and guest satisfaction.
Experience in a supervisory or leadership role within housekeeping, preferably in a family-focused, high-volume, or resort environment.
Strong communication, attention to detail, time management, and problem-solving skills with a proactive, guest-first approach.
Any local or state required certifications or licenses.
High School Diploma or GED is required.
2+ years of experience in housekeeping or hotel operations with 1+ years of supervisory experience is required, experience in a resort, family-focused or high-volume hospitality environment is preferred; or equivalent combination of education and experience.
Consistent attendance is a job requirement.

Nice To Haves

Experience with Opera Property Management System, Boomerang, or Windsurfer is a plus.

Responsibilities

Assists in overseeing daily housekeeping operations to ensure guest rooms, public areas, and back-of-house spaces meet resort cleanliness and safety standards.
Assists in handling guest concerns or service recovery situations promptly and professionally to maintain a high level of satisfaction.
Consistently ensures high standards of cleanliness and guest satisfaction.
Manages daily scheduling to ensure adequate ‘day of’ staffing and management of all housekeeping operations, ensuring staffing levels meet hotel occupancy needs.
Supervises and supports housekeeping staff, including Room Attendants and Runners, ensuring consistent performance, proper training, and adherence to resort policies.
Manages the hiring, training, scheduling, and performance management to ensure team efficiency and service excellence.
Conducts regular inspections of guest rooms and common areas, addressing deficiencies and coaching Team Members as needed.
Manages the collection, logging, secure storage, and return of lost and found items using Boomerang system.
Enforces department policies and procedures and ensures training programs are being developed, implemented and maintained.
Oversees the management of inventory of supplies, linens, and guest amenities, and ensures proper storage and usage to control costs.
Tracks and audits inventory as needed using Opera Property Management System (PMS).
Collaborates with Front Office, Facilities, and Food & Beverage teams to coordinate room readiness, guest requests, and special accommodations for families.
Ensures labor goals, efficiencies, safety and quality standards are being met and addressed consistently.
Responsible for the development of hourly Team Members, including training, coaching, and mentoring.
Establishes initiatives and executes plans and strategies to increase Team Member Satisfaction (TSAT) and Guest Satisfaction (GSAT).
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.