Area Supervisor, Guest Arrivals - Universal Kids Resort

Universal Orlando•Frisco, TX

7d•Onsite

About The Position

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.

Requirements

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

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.
Supporting Guest concerns through effectively and timely responding to Guest and operational issues.
Maintaining a constant presence that drives key performance metrics throughout Guest Arrivals.
Communicating 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.
Focusing 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 applying the Universal Destinations and Experiences (UDX) service model to satisfy and resolve the needs of Guests and Team Members.
Ensuring 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.
Developing, coaching and training all frontline Guest Arrivals Team Members.
Managing labor budgets for assigned venues.
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.
Creating venue schedules for Assistant Manager approval.
Monitoring, tracking and recording overtime and training projections and results.
Mitigating overtime by adjusting staffing according to daily attendance projections.
Analyzing and responding to various reports including but not limited to Guest comments and incident reports.
Communicating escalated Guest feedback to leadership in a timely manner to ensure proper resolution.
Coaching and utilizing feedback forms to document and maintain safe Team Member actions in accordance with Universal Destinations and Experiences (UDX) policy and effectively communicating information and safety concerns to Operations Management.
Routinely reviewing and revising Guest service practices and procedures and responding to escalated Guest issues.
Assisting with Guest arrivals projects, sales incentives and initiatives, development opportunities, and cross-training programs as directed.
Maintaining positive relationships and partners with other UKR departments to ensure that departmental goals are being met while maintaining UKR standards.
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.
Understanding and actively participating in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
Performing other duties as assigned.