Her Story
About Amanda
Amanda Rios, MSCJ, is an accomplished hospitality and operations leader with more than 19 years of experience in the theme park industry. As CityONE Manager at Universal Orlando Resort, she oversees CityWalk operations while creating exceptional guest experiences and fostering a positive, high-performing culture for team members. Her career reflects a remarkable journey of growth, beginning in frontline guest service roles and progressing through leadership positions in attractions, security, merchandise, and operations. Guided by the belief that "love what you do and you will never work a day in your life," Amanda has built a reputation for leading with authenticity, passion, and a genuine commitment to people. Throughout her tenure at Universal Orlando Resort, Amanda has consistently embraced new challenges and opportunities for professional development. Her diverse operational background—including guest services, attraction operations, security leadership, and merchandise management—has given her a comprehensive understanding of theme park operations and guest satisfaction. She earned a Bachelor of Science in Business Management with a minor in Psychology, followed by a Master of Science in Criminal Justice with a Graduate Certificate in Police Leadership from the University of Central Florida. Her educational achievements, combined with certifications in food safety and hospitality, strengthen her ability to lead complex operations while maintaining the highest standards of service, safety, and organizational excellence. Beyond her professional accomplishments, Amanda is deeply committed to community service, inclusion, and leadership development. She actively volunteers with organizations such as Color a Smile and has championed initiatives that celebrate diversity, including events promoting American Sign Language awareness and employee resource groups. Recognized with multiple leadership honors at Universal, Amanda is known for her people-first approach, encouraging authenticity, teamwork, and continuous learning. Whether supporting her team, volunteering in the community, or spending quality time with her daughter and family, Amanda exemplifies compassionate leadership and a dedication to making a meaningful difference both inside and outside the workplace.
Her Interview
Ten minutes with Amanda
01What do you attribute your success to?
I would attribute it to being passionate. I really enjoy what I do. Working at a theme park, a normal Monday to us, could be a once in a lifetime moment for a Guest so remembering why we are there is and how you can make an impact.
02What’s the best career advice you’ve ever received?
The best career advice I’ve ever received is this: if you don’t feel valued, find an environment where your skills and contributions are recognized. I often think of the water bottle analogy—a bottle of water might cost $1 at a supermarket but $4 at a stadium during a game. The bottle itself hasn’t changed; only the environment has. The same is true for people. Sometimes the key to growth isn’t changing who you are, but finding the place where your value is truly appreciated.
03What advice would you give to young women entering your industry?
My advice to young women entering this industry is to make the most of the resources and people around you. There are so many experienced professionals who are willing to share their knowledge, so never be afraid to ask questions. If I don’t know something, I’m honest about it—I simply say, “I don’t know. Can you teach me?” Authenticity and a willingness to learn not only help you grow faster but also earn the respect of those around you.
04What are the biggest challenges or opportunities in your field right now?
One of the biggest opportunities in my field is using data to make better operational decisions while still keeping the human element at the center of everything we do.
Technology gives us more information than ever before—from guest flow and staffing trends to real-time operational performance. The challenge is knowing how to turn that information into action without losing sight of the people behind the numbers. Great operations aren't just about efficiency; they're about creating an environment where team members feel supported and guests feel genuinely welcomed.
I believe the most successful leaders will be those who can combine data-driven decision-making with empathy, adaptability, and a commitment to developing their teams. That balance is what creates exceptional experiences for both employees and guests.
05What values are most important to you in your work and personal life?
The values that matter most to me, both professionally and personally, are leading with heart, empathy, and balance. As a leader, I believe my responsibility goes beyond achieving results—it’s about making sure my team feels supported and cared for. I’ve stepped in to work extra hours when needed, and I also understand the importance of flexibility because I’m a mother myself. I know firsthand that life doesn’t stop outside of work. I strive to create an environment where people know they can reach out to me, no matter the time, because genuine leadership means being there for your team when they need you most.
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