Lead/Sergeant, Security Officer - Universal Kids Resort

Universal Orlando•Frisco, TX

1d•Onsite

About The Position

JOB SUMMARY: Supports leadership in directing and coordinating safety and prevention activities for Guests and Team Members at Universal Kids Resort (UKR). Oversees the daily Security Operations and serves as the first point-of-contact for Uniformed Security Officers, Guests, and interdivisional partners. Responds to situations and manages reporting of incidents, ensuring accurate information is represented. Accountable for Security Officer on-the-job training, daily placement, and feedback on security services performance. JOB RESPONSIBILITIES: Assists in overseeing multiple shifts for Uniformed Security Officers who oversee security operations at Universal Kids Resort. Provides work direction to Uniformed Officers to respond and direct personnel during routine or emergency situations ensuring appropriate response and correct information is gathered for reporting purposes. Utilizes approved programs/technology for accountability of equipment, attendance, position assignment, and other functions as directed. Serves as the first point-of-contact for Uniformed Officers and Guests, responding to escalated Guest situations, emergency situations, etc., and completing accurate reporting. Escalates to Security leadership for resolution as necessary. Communicates performance, behavior standards, and expectations; provides feedback for recognition and performance improvement. Completes and maintains daily incident reports for Guest situations/incidents, accurately representing witness statements documented throughout the operation and resort. Responsible for the consistent execution of world-class Guest service, operational standards and motivating Team Members across Universal Kids Resort. Conducts daily shift meetings, engages in safety spot talks, and documents Team Member performance. Aids in the dissemination of general company information and resort-wide procedural changes. Effectively applies the Universal Destinations & Experiences (UDX) service model to satisfy and resolve the needs of Guests and Team Members. Conducts on-the-job training, working closely with Management to ensure that Team Members have successfully completed their training plan. Monitors trainees throughout their onboarding and training to ensure operational proficiency. Meets with Team Members to review their training progress, addresses concerns, documents training-related issues, and ensures Team Member readiness for the job responsibilities. Performs all administrative duties related to the daily operation including monitoring daily staffing levels and rotation schedules, ensuring they are adjusted according to park attendance, completing opening and closing checklists, safety procedures, and maintaining operating supplies. Maintains overtime reports and ensuring accurate daily incident reporting procedures are being met. Reviews timekeeping to ensure that time is properly entered based on job code and functional area and approves daily UKG scheduling request changes. 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

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required.
Ability to administer CPR and/or First Aid with proper operation of an AED (Automated External Defibrillator).
Basic computer proficiency and strong communications skills.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Consistent attendance is a job requirement.
Required to successfully attend and pass all recurring mandatory/legal licenses and certifications as a condition of employment.
Level 2 (Non-Commissioned) Security License is required.
High School Diploma or GED is required.
2+ years of relevant security or military experience is required; or equivalent combination of education and experience.
A background check is mandatory, and results must meet Universal Destinations and Experience’s background check criteria.
Must be able to work a flexible and varying schedule based on business needs.
Carries out responsibilities in accordance with the organization’s policies and applicable laws.

Responsibilities

Assists in overseeing multiple shifts for Uniformed Security Officers who oversee security operations at Universal Kids Resort.
Provides work direction to Uniformed Officers to respond and direct personnel during routine or emergency situations ensuring appropriate response and correct information is gathered for reporting purposes.
Utilizes approved programs/technology for accountability of equipment, attendance, position assignment, and other functions as directed.
Serves as the first point-of-contact for Uniformed Officers and Guests, responding to escalated Guest situations, emergency situations, etc., and completing accurate reporting. Escalates to Security leadership for resolution as necessary.
Communicates performance, behavior standards, and expectations; provides feedback for recognition and performance improvement.
Completes and maintains daily incident reports for Guest situations/incidents, accurately representing witness statements documented throughout the operation and resort.
Responsible for the consistent execution of world-class Guest service, operational standards and motivating Team Members across Universal Kids Resort.
Conducts daily shift meetings, engages in safety spot talks, and documents Team Member performance.
Aids in the dissemination of general company information and resort-wide procedural changes.
Effectively applies the Universal Destinations & Experiences (UDX) service model to satisfy and resolve the needs of Guests and Team Members.
Conducts on-the-job training, working closely with Management to ensure that Team Members have successfully completed their training plan. Monitors trainees throughout their onboarding and training to ensure operational proficiency.
Meets with Team Members to review their training progress, addresses concerns, documents training-related issues, and ensures Team Member readiness for the job responsibilities.
Performs all administrative duties related to the daily operation including monitoring daily staffing levels and rotation schedules, ensuring they are adjusted according to park attendance, completing opening and closing checklists, safety procedures, and maintaining operating supplies. Maintains overtime reports and ensuring accurate daily incident reporting procedures are being met.
Reviews timekeeping to ensure that time is properly entered based on job code and functional area and approves daily UKG scheduling request changes.
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.