Manager, Attractions Operations

Universal Orlando•Orlando, FL

About The Position

Oversees the operation of a specific marquee large volume, high complexity attraction(s) & provides direction/development to venue Supervisor(s) and hourly Team Members. Uses analytical skills to ensure that the assigned venue(s) are meeting departmental standards for Guest & Team Member satisfaction and financial goals while maintaining the highest safety standards at all times.

Requirements

High school degree or GED required.
3-5 years supervisory experience required; or equivalent combination of education and experience.

Nice To Haves

Bachelor's degree from a four-year college or university in Theme Park Management and/or Hospitality is preferred.
NAARSO and/or AIMS certifications preferred.
Knowledge of ADA and ASTM preferred.

Responsibilities

Accountable for all facets of attraction operations including: guest service, ride safety, capacity, training, staffing and budgeting. Partners with various departments such as Tech Services, Engineering, Facilities, Entertainment, etc. to ensure departmental goals are met. Responsible for guest safety by reviewing trends and/or incidents. Proactively drives revisions/improvements to safety practices, procedures and documents. Ensures proper safety compliance and training for all hourly and exempt Team Members.
Responsible for the development of the attraction Supervisor team including training, coaching, and mentoring. Also responsible for hourly Team Members by providing feedback on performance, giving direction on how to handle, solve and prevent situations and developing communication, decision making and reasoning skills. Creates development plans, gives direction to Supervisors on administering memos and Team Member counselings. Ensures all Team Member schedules, performance appraisals and documentation is completed in a timely and consistent manner. Addresses Team Member situations as needed and collaborates with HR team when necessary for guidance.
Manages daily/weekly labor and looks for ways to improve overall operational efficiency. Monitors and adjusts labor hours and budgets according to attendance levels, operating needs and other variables. Participates in business planning and ongoing department initiatives. Updates and enforces company policies and procedures as well as departmental training and safety. This includes developing, writing and updating operating and training manuals, producing spot talks, documenting and addressing infractions with salaried and hourly Team Members.
Responsible for providing park wide departmental duty manager coverage depending on schedule shift, for an assigned park. Duties will include responding to ride evacuations and incidents, down times and making the proper notifications including Sr. Leadership.
Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Performs other duties as assigned.