Assistant Manager, Guest Arrivals - Universal Kids Resort

Universal Orlando • Frisco, TX

48d

About The Position

Manage the daily operation of revenue-generating Guest Arrivals which includes Parking, Admissions, Pass Sales, and Rentals. Provides direction and development to Hourly Team Members. Ensures high Guest service levels and departmental standards and goals are met. Partners closely with the Manager to establish safety, financial, Team Member satisfaction and Guest Service goals, programs and reviews ongoing procedures.

Requirements

• Strong guest and team interaction and development skills.
• Strong verbal and written communication skills.
• Ability to maximize efficiency and working procedures.
• Willing to work a flexible schedule with nights, holidays and weekends is required.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.
• 2+ years of parking, admissions, hospitality, or theme park operations with 1+ years of supervisory experience is required; or equivalent combination of education and experience.

Nice To Haves

• Bachelor's degree is preferred.

Responsibilities

• Manages and provides direction to Supervisors within the Guest Arrivals department. Responsible for ensuring all departments within Guest Arrivals are meeting sales and per cap goals, and partnering with Marketing and Sales, IT, Finance, Investigations, and other departments as needed to ensure all goals are met. Leads the planning and support of parking and transportation needs for special events, resort logistics for numerous large buses, and other transportation projects.
• Oversees the daily operation of Guest Arrivals including toll plaza, surface parking, admissions, pass sales and rentals. Ensures labor goals, efficiencies, crowd control, safety and quality standards are being met and addressed consistently. Approves weekly schedules for distribution to Team Members. Effectively handles and properly reports any incidents, Team Member/Guest issues and operational deficiencies. Plans for and efficiently execute events and requests made by other departments. Responsible for all equipment, inventory, quality, and collateral for all ticket booths and point-of-sale (POS).
• Responsible for the development of hourly Team Members including hiring, training, coaching, and mentoring. Establish initiatives and ensure Supervisors are executing those initiatives to increase Team Member Satisfaction (TSAT) and Guest Satisfaction (GSAT) according to plan/strategy. Supports Supervisors in the development, coaching, performance management and counseling of hourly Team Leads and Attendants.
• Enforces department policies and procedures, inclusive of training and safety, while working with the Manager to identify, develop and document new departmental policies and procedures. Ensures proper training programs are developed, implemented and maintained. Assists with labor budgets and labor optimization through effective scheduling and seasonal needs.
• Responsible for providing department duty manager coverage for an assigned area and/or the park. Duties will include responding to escalated situations, assisting with ride evacuations, downtimes, weather conditions, and making the proper notifications to UKR Leadership. Oversees Guest Arrivals projects, initiatives, cross-training programs, and sustainment efforts.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Food Services and Drinking Places
• Number of Employees: 5,001-10,000 employees