Manager, Park Services - Universal Kids Resort

Universal Orlando•Frisco, TX

About The Position

JOB SUMMARY: Responsible for overseeing the parkwide operation of Park Services across Universal Kids Resort, including theme park, back-of-house Team Member areas, and resort perimeter roadways. Oversees leadership team and hourly Team Members by providing direction and development while ensuring park grounds quality, performance standards, Guest satisfaction (GSAT), Team Member satisfaction (TSAT), safety and labor optimization are met. Uses analytical skills to ensure that the park meets departmental standards for Guest and Team Member satisfaction and financial goals. JOB RESPONSIBILITIES Oversees the daily operation of Park Services and overall cleanliness including the theme park, Guest-facing areas, back-of-house Team Member areas, and resort perimeter roadways. Supports cleanliness, overall maintenance and quality across Universal Kids Resort including all benches, trash cans, restrooms, trash removal, sweeping, and safety by routinely walking and being present in the field on a consistent basis. Observes and adjusts exempt and Team Member daily functions as needed to ensure operational effectiveness, show readiness, Guest satisfaction, and safety compliance. Analyzes daily Finance flash reports, Guest satisfaction (GSAT) and Guest Comment reports, incident reports and video to stay in tune with the Guest experience and establishes strategic plans based on observed trends. Works with Director to prioritize discretionary and capital planning. Develops and manages to labor and non-labor budgets and looks for ways to improve overall efficiency of Park Services operations. Responsible for hiring decisions and training for staff. Directly oversees the Assistant Manager(s). Leads, coaches and mentors by providing feedback on performance for not only Assistant Manager(s) but also Supervisors as needed. Ensures leadership team is meeting all objectives and accountabilities. Responsible for the application and oversight of all safety programs and proper usage of chemicals and equipment. Partners with Environmental, Health & Safety and other operational departments to ensure compliance to safety standards and procedures. Collaborates across UKR Operations leadership to maintain the upkeep of all restaurants, attractions, and merchandise locations as well as back-of-house areas. Drives and executes plans for Park Services team that directly affect TSAT, GSAT, and safety standards while utilizing existing tools to measure and monitor performance against targets. Develops appropriate action plans to achieve or exceed targets. Responsible for providing resort-wide duty manager coverage depending on scheduled shift. Duties will include responding to escalated situations and incidents, down times and making proper notifications to UKR leadership. Leads seasonal and resort-wide sustainment initiatives. 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.
Strong communications and organizational skills.
Ability to multi-task in a fast-paced environment.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Consistent attendance is a job requirement.
3+ years of janitorial, park services, or hospitality experience with 3+ years of supervisory experience is required; or equivalent combination of education and experience.

Nice To Haves

Bachelor's degree in a relevant field preferred.

Responsibilities

Oversees the daily operation of Park Services and overall cleanliness including the theme park, Guest-facing areas, back-of-house Team Member areas, and resort perimeter roadways.
Supports cleanliness, overall maintenance and quality across Universal Kids Resort including all benches, trash cans, restrooms, trash removal, sweeping, and safety by routinely walking and being present in the field on a consistent basis.
Observes and adjusts exempt and Team Member daily functions as needed to ensure operational effectiveness, show readiness, Guest satisfaction, and safety compliance.
Analyzes daily Finance flash reports, Guest satisfaction (GSAT) and Guest Comment reports, incident reports and video to stay in tune with the Guest experience and establishes strategic plans based on observed trends.
Works with Director to prioritize discretionary and capital planning.
Develops and manages to labor and non-labor budgets and looks for ways to improve overall efficiency of Park Services operations.
Responsible for hiring decisions and training for staff.
Directly oversees the Assistant Manager(s).
Leads, coaches and mentors by providing feedback on performance for not only Assistant Manager(s) but also Supervisors as needed.
Ensures leadership team is meeting all objectives and accountabilities.
Responsible for the application and oversight of all safety programs and proper usage of chemicals and equipment.
Partners with Environmental, Health & Safety and other operational departments to ensure compliance to safety standards and procedures.
Collaborates across UKR Operations leadership to maintain the upkeep of all restaurants, attractions, and merchandise locations as well as back-of-house areas.
Drives and executes plans for Park Services team that directly affect TSAT, GSAT, and safety standards while utilizing existing tools to measure and monitor performance against targets.
Develops appropriate action plans to achieve or exceed targets.
Responsible for providing resort-wide duty manager coverage depending on scheduled shift.
Leads seasonal and resort-wide sustainment initiatives.
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.