Agent, Front Office - Universal Kids Resort

Front Office Agent

The Front Office Agent at Universal Kids Resort serves as the first point of contact for Guests, delivering a warm and welcoming experience from check-in to check-out. This role is responsible for handling reservations, Guest inquiries, and room assignments while ensuring a smooth and enjoyable stay for all Guests including families and children. A friendly attitude, strong communication skills, and a passion for exceptional Guest service are essential to creating playful and unforgettable moments for every Guest.

Job Responsibilities:

• Greets Guests upon arrival and assists with check-in/check-out procedures in a friendly, professional and efficient manner. Assigns rooms following all established procedures including special Guest requests.
• Fulfills Guest inquiries, requests, and complaints professionally in person and by phone using in-depth knowledge and by asking exploratory questions to identify and document concerns. Provides detailed information about room types, amenities and hotel facilities to Guests.
• Obtains necessary credit and payment information from Guests in accordance with all PCI training and applicable policies and procedures. Processes payments, verifies identification, and issues room keys while providing excellent Guest service.
• Coordinates with Housekeeping and Maintenance to ensure timely room readiness. Maintains overall cleanliness and appearance of the Front Office and lobby area. Assists with Lost & Found Program and returning of items as directed.
• Promotes Universal Kids Resort amenities, kid-friendly activities, and upsells services when appropriate in accordance with Front Office sales strategies.
• Maintains accurate records, completes shift reports, and follows all safety/security policies and procedures.
• 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:

• Individual Contributor.

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 front desk operations, basic hospitality procedures, and Guest service standards.
• Ability to communicate clearly, manage multiple tasks, and remain calm under pressure.
• Experience in Guest service, hospitality, or front desk roles is preferred.
• Strong interpersonal skills, attention to detail, and a friendly, service-oriented attitude.
• Consistent attendance is a job requirement.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• High School Diploma or GED is required.

Experience:

• 3+ months of front office/desk, Guest service or hospitality experience is required; familiarity with hotel property management systems is a plus; or equivalent combination of education and experience.

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

Universal Kids Resort is an equal opportunity employer. Universal elements and all related indicia TM & 2026 Universal Studios. All rights reserved. EOE.