Job Description

Responsible for leading the daily operations of the Housekeeping department to ensure Guest rooms and public areas consistently meet resort cleanliness, presentation, and safety standards. This role acts as a liaison with third party vendors supporting the operation and supervises the Housekeeping team, including managing scheduling and workload distribution, and driving accountability for quality and productivity. Plays a critical role in cultivating a high-performing team that delivers a comfortable, family-friendly environment exceeding Guest expectations. The position also oversees service recovery, coordinates with other departments for timely room readiness, and supports the development and performance of Housekeeping Team Members.

JOB RESPONSIBILITIES:

• Oversees the daily operations of the Housekeeping team to ensure guest rooms, hallways, and public areas are cleaned and prepared in accordance with Universal Kids Resort’s standards. Assigns sections, prioritizes room assignments, and adjusts staffing and workflows to meet occupancy demands and arrival/departure patterns. Works with third-party vendors supporting the operation by monitoring and providing direction, ensuring their work meets standards for quality, cleanliness, safety, and Guest service.
• Coaches, mentors, and provides performance feedback to Team Members to drive continuous improvement, accountability, and alignment with Universal Kids Resort’s service and cleanliness standards. Conducts on-the-spot coaching, documents performance concerns, and partners with the Assistant Manager on corrective action when necessary.
• Serves as a primary point of contact between Housekeeping and other departments including Front Office, Engineering, and Food & Beverage to ensure timely communication on room status, special guest requests, VIP arrivals, and out-of-order rooms. Provides regular updates to Housekeeping leadership on daily productivity and any operational challenges.
• Monitors and ensures compliance with resort safety standards, proper chemical handling, and housekeeping procedures. Promptly reports maintenance issues or safety hazards to the appropriate department for resolution and oversees the proper documentation and handling of lost and found items in accordance with Housekeeping Management guidelines.
• Handles onboarding and training for new Housekeeping Team Members on cleaning procedures, resort standards, safety protocols, and equipment use. Supports ongoing development initiatives and ensures Team Members maintain competency as procedures and standards evolve.
• Leads service recovery efforts by proactively addressing guest concerns related to room cleanliness, setup, or housekeeping service delivery. Empowers Team Members to resolve issues at the point of contact and escalates unresolved or complex concerns to Housekeeping Management as appropriate.
• 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:

• Will provide daily operational direction to one or more Hourly Team Members.

ADDITIONAL INFORMATION:

• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Must be able to work a flexible and varying schedule based on business needs.

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 housekeeping operations, cleaning and sanitation standards, safety protocols, and team supervision practices in a hotel or resort environment.
• Ability to lead, motivate, and hold accountable a team of housekeeping staff while managing daily workloads, communicating priorities, and maintaining high standards of service quality and guest satisfaction.
• Strong attention to detail, organizational and time management skills, and the ability to drive team accountability while maintaining a high standard of guest readiness and department performance.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

EDUCATION:

• High school diploma or GED is required.

EXPERIENCE:

• 2+ years of experience in housekeeping or hospitality operations is required, with at least 1 year in a lead, inspector, or supervisory capacity 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 & © 2026 Universal Studios. All rights reserved. EOE.