Area Supervisor, Guest Arrivals - Universal Kids Resort

Universal Orlando•Frisco, TX

About The Position

JOB SUMMARY: Responsible for the daily operation of the Guest Arrivals team (including Parking, Admissions, Rentals, and Pass Sales) and acts as the first point of contact for Team Members and inter-departmental partners. Monitor the operation to ensure Guest and Team Member safety, positive Guest interactions, and maintain daily labor budgets. Leads and coaches Team Members and responds to any Team Member or Guest concerns. Responsible for upholding Guest Service standards, safety regulations, executing operational plans, and ensuring operational readiness. JOB RESPONSIBILITIES: Responsible for monitoring and overseeing the daily operation of the Guest Arrivals team including parking, pass sales, admissions, and rentals to ensure the proper staffing, capacity, efficiencies, crowd control and Guest Service standards are being met. Supports Guest concerns through effectively and timely responding to Guest and operational issues. Maintains a constant presence that drives key performance metrics throughout Guest Arrivals. Communicates with various operational partners to ensure a smooth Guest experience, ensures operational readiness, and acts as the first responder to operational and Guest situations for Guests arriving to Universal Kids Resort. Focuses on Guest and Team Member satisfaction by ensuring Universal service standards are met and resolves Guest issues while maintaining an efficient, safe and pleasant environment. Effectively applies the Universal Destinations and Experiences (UDX) service model to satisfy and resolve the needs of Guests and Team Members. Ensures that Team Member Satisfaction (TSAT) and Guest Service (GSAT) initiatives and programs are followed to keep the workplace fun while increasing overall job satisfaction and efficiency. Responsible for developing, coaching and training all frontline Guest Arrivals Team Members. Manages labor budgets for assigned venues. Responsible for administering new hire training and ensuring Team Members successfully complete all venue training as well as ensuring cross utilization of Team Members for labor optimization. Creates venue schedules for Assistant Manager approval. Monitor, track and record overtime and training projections and results. Mitigate overtime by adjusting staffing according to daily attendance projections. Analyzes and responds to various reports including but not limited to Guest comments and incident reports. Communicates escalated Guest feedback to leadership in a timely manner to ensure proper resolution. Coaches and utilizes feedback forms to document and maintain safe Team Member actions in accordance with Universal Destinations and Experiences (UDX) policy and effectively communicates information and safety concerns to Operations Management. Routinely reviews and revises Guest service practices and procedures and responds to escalated Guest issues. Assists with Guest arrivals projects, sales incentives and initiatives, development opportunities, and cross-training programs as directed. Maintains positive relationships and partners with other UKR departments to ensure that departmental goals are being met while maintaining UKR standards. Responsible for maintaining the quality, cleanliness and facility maintenance standards to ensure assigned venues are “Show Ready” for Guests at all times and in back-of-house areas for Team Members. 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.

Requirements

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.
Strong guest and team interaction and development skills.
Strong verbal and written communication skills.
Ability to balance multiple tasks and utilize problem solving skills.
Willing to work a flexible schedule with nights, holidays and weekends is required.
Consistent attendance is a job requirement.
High School Diploma or GED required.
1+ years of leadership experience is required; or equivalent combination of education and experience.
1+ years' experience in Guest Service, Hospitality, or Theme Park is required.

Responsibilities

Responsible for monitoring and overseeing the daily operation of the Guest Arrivals team including parking, pass sales, admissions, and rentals to ensure the proper staffing, capacity, efficiencies, crowd control and Guest Service standards are being met.
Supports Guest concerns through effectively and timely responding to Guest and operational issues.
Maintains a constant presence that drives key performance metrics throughout Guest Arrivals.
Communicates with various operational partners to ensure a smooth Guest experience, ensures operational readiness, and acts as the first responder to operational and Guest situations for Guests arriving to Universal Kids Resort.
Focuses on Guest and Team Member satisfaction by ensuring Universal service standards are met and resolves Guest issues while maintaining an efficient, safe and pleasant environment.
Effectively applies the Universal Destinations and Experiences (UDX) service model to satisfy and resolve the needs of Guests and Team Members.
Ensures that Team Member Satisfaction (TSAT) and Guest Service (GSAT) initiatives and programs are followed to keep the workplace fun while increasing overall job satisfaction and efficiency.
Responsible for developing, coaching and training all frontline Guest Arrivals Team Members.
Manages labor budgets for assigned venues.
Responsible for administering new hire training and ensuring Team Members successfully complete all venue training as well as ensuring cross utilization of Team Members for labor optimization.
Creates venue schedules for Assistant Manager approval.
Monitor, track and record overtime and training projections and results.
Mitigate overtime by adjusting staffing according to daily attendance projections.
Analyzes and responds to various reports including but not limited to Guest comments and incident reports.
Communicates escalated Guest feedback to leadership in a timely manner to ensure proper resolution.
Coaches and utilizes feedback forms to document and maintain safe Team Member actions in accordance with Universal Destinations and Experiences (UDX) policy and effectively communicates information and safety concerns to Operations Management.
Routinely reviews and revises Guest service practices and procedures and responds to escalated Guest issues.
Assists with Guest arrivals projects, sales incentives and initiatives, development opportunities, and cross-training programs as directed.
Maintains positive relationships and partners with other UKR departments to ensure that departmental goals are being met while maintaining UKR standards.
Responsible for maintaining the quality, cleanliness and facility maintenance standards to ensure assigned venues are “Show Ready” for Guests at all times and in back-of-house areas for Team Members.
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.