Assistant Manager Attractions

NBCUniversal•Universal City, CA

2d•Onsite

About The Position

As an Attractions Assistant Manager, in partnership with the Attraction manager, you will be responsible for the ongoing growth and development of the salaried Supervisor and venue lead team, as well as maintaining strategic financial and daily operational plans that drive overall guest and team member satisfaction.

Requirements

Minimum 3 years of operations management experience in theme park or hospitality industry, experience in guest service preferred
Must have excellent written and verbal skills
Must be proficient in Microsoft programs such as Word and Excel
Must be available to work on weekends, holidays and nights as required
Able to work outdoors in varying weather conditions and travel to multiple venues throughout the day

Nice To Haves

Bachelor’s degree in Business, Operations, or Hospitality is highly preferred
Strong interpersonal and analytical skills
Proactive thinker/self-starter with proven ability to anticipate needs and initiate corrective actions
Excellent communication skills to effectively communicate with all levels of the organization
Proven ability to work well under pressure, meet tight deadlines, and simultaneously manage multiple projects
Strong guest service experience with conflict resolution
Able to prioritize workload and multi-task in a fast-paced work environment
Demonstrates sound judgment and independent thinking as well as an ability to troubleshoot and problem solve in real-time
Detail-oriented and organized with the ability to work seamlessly within a broader team to achieve desired results
Theme Park experience highly preferred
Experience managing in a union environment

Responsibilities

Responsible for development of salaried Supervisor and leads
Drive and maintain positive team culture
Lead team focuses on safety and positive internal and external guest service
Develop and implement team member and guest satisfaction programs and ensure staff understands importance of the programs
Ensure operational efficiency of the attraction during park hours and seasonal/special events, including developing plans for high efficiency and low wait times and managing guest flow and experience
Help maintain artistic and thematic integrity of attraction, working closely with Technical Services on venue repairs and upkeep
Assist the manager and Talent Acquisition in hiring, training, and development of qualified team members, including ongoing progress toward lead and premium roles
Offer consistent and timely feedback to all team members, providing team member reviews and coaching to ensure team meets expectations and all policies are followed
Assist in creating, maintaining, and supporting the labor, training, and non-labor budgets
Review team member schedules, time, and attendance forms weekly for accuracy
Serve as designated duty manager for the daily area operation, including crisis management for guest and team member medical/emergency situations
Conduct timely investigation and response to incidents including team member and guest concerns
Advocate for active participation in all safety programs, including forming partnership with Environmental Health and Safety group
Uphold collective bargaining agreements by partnering with HR and Labor Relations to maintain positive union relationships