Assistant Manager, Guest Experience Operations - Universal Horror Unleashed

Universal Orlando • Las Vegas, NV

1d

About The Position

JOB SUMMARY: Responsible for overseeing the daily guest experience operation including operational staffing and procedures, operational planning to ensure the exemplary services in sales and venue operation, daily coordination with interdependent divisions, overseeing daily sales results and Guest feedback to manage the experience towards financial success. Manages up-selling and merchandise offerings while maintaining experience theming and store presentation. JOB RESPONSIBILITIES: Responsible for the day-to-day guest experience operations, training and development of the Guest Experience team including ticketing sales, guest flow, guest communications, merchandise, and maintaining safe operations. Facilitates communication with Entertainment, Technical & Show, Food & Beverage, Security, and third-party contractors to ensure all efforts for successful operation of the venue are aligned. Provides and ensures an exemplary guest experience is maintained at all times. Ensures adequate “day of” staffing of all venue operations. Coordinates with Entertainment and Food & Beverage management to ensure their scheduling and staffing is in line with the business needs. Manages the operational coordination to ensure standards for service and Guest recovery are maintained at the highest level. Provides work direction and counseling for hourly Team Members. Manages performance reviews, training, and development for departments. Completes all required administrative processes and documentation. Ensures the proper use and compliance with ADA requirements and sensory equipment and guest recovery strategies. Oversees all Guest sales contact points to ensure effective strategies are being used to maximize sales and efficient selling of the experience. Manages all facets of service, merchandise presentation, monitoring of inventory levels, and adherence to all applicable POS and PCI policies and procedures. Implements inventory controls to manage merchandise shrinkage. Coaches and motivates the Guest Experience Team to promote a safe, clean, and efficient operation while exceeding guest expectations. Provides effective feedback through various recognition programs or by documenting poor performance through progressive discipline system. Partners with Food & Beverage and Entertainment departments to support the execution of seasonal overlays, special events, group sales, and other sales initiatives within the venue. 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

• Excellent verbal and written communication skills.
• Strong organizational skills and problem-solving skills.
• Demonstrated skills in mentoring, and coaching, with a focus on team development and performance enhancement.
• Knowledge of Microsoft systems (Word, Excel, Outlook, etc.)
• Ability to balance multiple tasks at any given time.
• Consistent attendance is a job requirement.
• 2+ years of operations, ticketing, guest services, and/or retail experience in a supervisory role is required including managing a team of 20+ employees; or equivalent combination of education and experience.

Nice To Haves

• Bachelor’s degree in Hospitality, Management, or related field is preferred.

Responsibilities

• Responsible for the day-to-day guest experience operations, training and development of the Guest Experience team including ticketing sales, guest flow, guest communications, merchandise, and maintaining safe operations.
• Facilitates communication with Entertainment, Technical & Show, Food & Beverage, Security, and third-party contractors to ensure all efforts for successful operation of the venue are aligned.
• Provides and ensures an exemplary guest experience is maintained at all times.
• Ensures adequate “day of” staffing of all venue operations.
• Coordinates with Entertainment and Food & Beverage management to ensure their scheduling and staffing is in line with the business needs.
• Manages the operational coordination to ensure standards for service and Guest recovery are maintained at the highest level.
• Provides work direction and counseling for hourly Team Members.
• Manages performance reviews, training, and development for departments.
• Completes all required administrative processes and documentation.
• Ensures the proper use and compliance with ADA requirements and sensory equipment and guest recovery strategies.
• Oversees all Guest sales contact points to ensure effective strategies are being used to maximize sales and efficient selling of the experience.
• Manages all facets of service, merchandise presentation, monitoring of inventory levels, and adherence to all applicable POS and PCI policies and procedures.
• Implements inventory controls to manage merchandise shrinkage.
• Coaches and motivates the Guest Experience Team to promote a safe, clean, and efficient operation while exceeding guest expectations.
• Provides effective feedback through various recognition programs or by documenting poor performance through progressive discipline system.
• Partners with Food & Beverage and Entertainment departments to support the execution of seasonal overlays, special events, group sales, and other sales initiatives within the venue.
• 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