Supervisor Entertainment

NBCUniversal•Universal City, CA

2d•$27 - $30•Onsite

About The Position

The Supervisor, Entertainment Operations shall be responsible for ensuring the functionality of all operations related to the day-to-day execution of the Entertainment elements to which they are assigned. The Supervisor reports to the Manager, Entertainment Operations as appropriate to ensure proper facilitation of duties. Ensure that the Universal Studios Hollywood vision, mission & values, and Guest Service Philosophy & Standards are understood and supported across the organization.

Requirements

USH Entertainment Department is committed to promoting a collaborative, productive, and engaging workplace for all employees. We require Managers and Supervisors to lead by example promoting a professional, inspiring, fun, and teamwork-oriented work culture.
Supervisors shall have the ability to read, interpret and follow documents such as safety rules, operating and maintenance instructions and procedure manuals. The Supervisor shall be able to write reports, business correspondence and procedure manuals. Supervisor will be able to effectively communicate, present information, and answer questions in one-on-one and group settings.
Supervisors are required to communicate effectively with people at all levels in the organization, including providing specific, timely feedback to managers and others to work together more effectively.
Identify required skills and criteria to ensure best quality hiring. Demonstrate the ability to assess performance and take appropriate coaching, corrective action, or termination if necessary. Provide associates with all the information, history and resources they need to do their jobs and to feel a partnership with the organization. Coach and develop company members for current and future responsibilities. Communicate performance goals and standards routinely so that company members understand expectations and how they are linked to organization and department vision, values, and goals. Provide regular, specific feedback that employees can use to continuously improve performance. Demonstrate a commitment to organizational initiatives with words and actions. Encourage employees to contribute; recognizing, reinforcing, and rewarding contributions. Encourage employees to be innovative and willing to take risks, tolerating well-intentioned mistakes.
Continuously look for ways to refine and improve work processes to achieve better results. Follow through on commitments made to internal and external partners.
Work collaboratively with all employees in the organization and support others when requested. Seek expertise, advice, and perspectives from a variety of sources both within and outside the organization to ensure a high work standard and an engaging culture for employees. Maintain a productive balance between the concern for people and concern for work results.
Design/develop plans for accomplishing objectives, monitoring status, and providing regular status updates. Provide relevant information to others in a timely manner and follow through with commitments made to others. Recognize the broader implications of a project; doing all that should be done, not just as directed.
Remain productive during periods of ambiguity, uncertainty and change. Demonstrate a willingness to take on new challenges, responsibilities, and assignments. Proactively utilize slower periods to improve work and or work environment, equipment maintenance, archiving, general organization, etc.
Set a positive, productive and communicative tone as a leader in the department. Partner with the leadership team when representing policies and procedures, remaining positive with employees, and voicing concerns directly to senior management. Consistently exhibit an “open door” demeanor which fosters approachability, professionalism and openness. Be available to all employees equally, treating all employees fairly. Promote healthy, collaborative and positive tone/vibe in venues, areas and/or elements.
The Supervisor, Entertainment Operations is required to walk; reach with hands and arms; stoop, kneel, crouch, and crawl; and see, talk, and hear. The Supervisor must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds.

Responsibilities

Contribute to a department culture that promotes a professional, collaborative, inspiring, fun and teamwork-driven work setting for all employees.
Supervise the daily operation of a specific show venue and/or area, including supporting staff and process/procedures, and providing necessary direction and/or support for guests, employees and operations. Ensure assigned projects and duties to staff members have ongoing expectations communicated.
Assist with the creation, implementation, and management of an on-going Action Plan to improve and maintain employee engagement and satisfaction (TSAT).
Have knowledge and maintain all show quality across all entertainment products and communicate any concerns or feedback to the appropriate stakeholder(s), including Show Manager and Show Quality Team.
Contribute to tracking and managing non-labor budgets, including reporting variance explanations. Work with Manager to recommend budget adjustments based upon operational requirements. Assist Manager to plan and develop operating budget (IOP) and capital expenditures for following fiscal year.
Ensure the operational efficiency and effectiveness of administration, venue/show, area and/or elements. Resolve any issues as they arise and seek opportunities to improve process and procedures collaborating with Manager, department stakeholders, employees, etc. as appropriate.
Provide direction, development and support to Leads and employees. Communicate feedback and address any and all performance issues, providing recognition, coaching.
Contribute to the creation and ongoing maintenance of an annually updated and accurate SOP/GOP available to all employees. Ensure that all compliance training/requirements (i.e. Floor Warden, AMQD ride survey, etc.) appropriate area/element is developed, updated and completed in accordance with annual plan and deadlines.
Understand and actively participate in Environmental, Health and Safety responsibilities by following established USH policy, procedures, training, and employee involvement activities. Includes completion of I&I, housekeeping and/or other safety follow-up documentation as required for department.
Establish and maintain effective relationships with other park department leaders and stakeholders.
Have current knowledge of union contracts and scheduling parameters for all partnering departments.
Ensure vendors and contract labor are actively in compliance with all USH requirements prior to work or active engagement of work.
Demonstrate appropriate discretion with IP and proprietary information for all creative and internal communications.
Perform other duties as assigned.
Oversee and conduct monthly safety housekeeping venue inspections.
Attend meetings as assigned by Manager.
Serve as designated Duty Manager for the Entertainment Operations Department when needed.
Send WIM report to your Manager every Wednesday end of day.
Order and track weekly inventory of show/element/venue supplies as compiled by Stage Manager or similar employee.
Track daily operating labor hours and report weekly update to Manager and/or weekly financial meeting.
Track and oversee weekly venue schedule to ensure alignment with park hours and projections, departmental requirements, vendors, and department partners (Costumes, Show Control, etc.).
Track and oversee accumulation of employee discipline points to validate, investigate, and follow up with appropriate employee partners as required.
Assist in conducting employee investigations and/or disciplinary actions, ensuring that that are conducted appropriately and timely, in accordance with company policies and procedures.
Oversee and maintain employee performance logs and report to Manager when appropriate elevation/discipline is required.
Track and reconcile all venue and show-related maintenance and repair needs, and report to Manager when additional support is required.
Coordinate and oversee on-boarding, Take 2 Training and scheduling plan for new personnel at venue. Arrange schedule and staffing requirements for events outside of standard daily operations (proficiency, training, rehearsals, etc.).
Investigate and approve/reject daily payroll-related exceptions and clocking revisions (overtime, meal penalty, errors, extenuating circumstances, etc.).
Coordinate and oversee approval of vacations, leaves of absence, and days off with appropriate employment partners.
Track non-labor expenses by reviewing/reconciling weekly expenditure report for review by Show Manager.
Assist with investigating injuries and incidents as appropriate.
Track and assist with investigating all relevant guest feedback and ensure recovery is implemented as appropriate.
Respond as Incident Command for appropriate guest and employee injuries, and serve as first line of guest recovery for show delays and/or cancellations.
Assist in tracking and relaying performance feedback, coaching and annual evaluations for direct reports.
Assist with TSAT committee meetings, initiatives, and action plan implementation as directed by Manager.
Partner with Show Control management to ensure optimal operating procedures for

Benefits

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website.

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