Assistant Manager, Entertainment Operations - Venue

Universal Orlando•Orlando, FL

About The Position

The Assistant Manager, Entertainment Operations – Venue reports to the Manager, Entertainment Operations - Venue and takes ownership of an assigned area. The role requires comprehensive knowledge of the venue, its technology, and talent, and includes addressing cast concerns and sharing technical information with appropriate technical teams. The Assistant Manager supports the Venue Manager in operating the area and maintaining schedules. The position develops venue Coordinators, Leads, Escorts, and hourly Team Members through training, coaching, mentoring, feedback, and guidance. It oversees scheduling, performance appraisals, development plans, documentation, and employee situations, partnering with Human Resources when needed. The Assistant Manager helps ensure Guest and Team Member satisfaction, service standards, and a safe, efficient, pleasant workplace. Responsibilities also include completing venue administration, enforcing policies and safety procedures, supporting operating and training manuals, managing labor and budgets, monitoring overtime, and reconciling venue purchases.

Requirements

At least 1 year of experience within the professional entertainment or theme park industry, or an equivalent combination of education and experience.

Nice To Haves

Bachelor’s degree from a four-year college or university in a related field.
At least 2 years of previous supervisory or managerial experience.

Responsibilities

Develop venue Coordinators, Leads, and Escorts through training, coaching, and mentoring.
Provide hourly Team Members with recognition, feedback, direction, and support in developing communication, decision-making, and problem-solving skills.
Create development plans and guide direct reports in administering memos and Team Member counselings.
Ensure assigned Team Member schedules, performance appraisals, and documentation are completed in a timely and consistent manner.
Address Team Member situations and collaborate with the HR team when guidance is needed.
Promote Guest and Team Member satisfaction and ensure Team Members meet UO service standards while maintaining an efficient, safe, and pleasant environment.
Support TSAT and GSAT initiatives and programs intended to improve job satisfaction and efficiency.
Complete administrative duties, including Team Member reviews, attendance, Personnel/Payroll Actions, skill certifications, scheduling, timecard reconciliation, show reporting, and shift meetings.
Enforce company policies and procedures, departmental training, and safety requirements.
Partner with the Venue Manager to develop, write, and update operating and training manuals, produce spot talks, and document and address hourly Team Member infractions.
Maintain daily and weekly labor efficiency and partner with the Venue Manager to monitor labor hours and budgets based on attendance, operational needs, and other variables.
Monitor, track, and record overtime, mitigating its use through creative staffing and approved contingency use.
Ensure venue purchases meet financial obligations and reconcile and approve P-card and T&E purchases each month.
Follow established UO Environmental, Health & Safety policies, procedures, training, and Team Member involvement activities.
Perform other duties as assigned.