Supervisor, Express Experiences (Temporary Assignment)

Universal Orlando•Orlando, FL

About The Position

This role will lead efforts to analyze and optimize Universal Express Guest touchpoints and experiences within Attractions Operations. Responsible for the operation of the Express Now program including Express sales inventory levels and Team Leadership. Creates and initiates new reporting, and metrics as it pertains to Express wait times, redemptions and overall Guest Experiences. Provides performance and metrics reporting to Senior Leaders and communicates department wide changes of policy / procedures. Translates Universal Express Guest feedback into insightful and actionable information to proactively maximize business performance and improve Guest satisfaction.

Requirements

High school degree or GED is required.
2+ years of hospitality leadership experience required.
1+ years of data entry, analysis and trending.
Or equivalent combination of education experience.
Must be able to work with varying levels or management and communicate effectively and with confidence.
Strong computer, database and analytical skills.
Must be highly proficient in working with Microsoft products, developing reports and providing useful dynamic data based on user needs.
Ability to quickly learn new technology tools with little to no oversight.
Ability and willingness to partner with other lines of business to pull key metrics and data to drive projects and tools to completion.
Excellent written and presentation skills.

Nice To Haves

Associate’s (AA) or Bachelor’s degree is preferred with a background in finance, accounting or computer science.
Preferred experience with the Microsoft suite of applications and proficiency in SharePoint online.

Responsibilities

Leads Team of hourly coordinators in daily operation of Express Now Program. Responsible for oversight, development and sustainment of Express Now offering, communication and inventory levels. Partners with BAIE, Admissions and other Galaxy inventory groups in the management of Express inventory levels, prioritizing the Express Guest experience. Serves as the central liaison to IT and other development groups in the enhancement and technical sustainment of the Express Now and Virtual Line system.
Serves as a main liaison for Express metric reporting and works with IT and other business groups in the creation of new dashboards and emails. Works to streamline existing reports into new easy to use metrics and incorporates Express Now and other new products into the overall structure.
Partners with Guest Services and Communications to gather Guest data and translate into actionable plans to improve GSAT as it pertains to Universal Express and Attraction. Works to gather data as it pertains to average per cap by Guest within Universal Express and develop action plans to improve. During peak attendance levels, closely monitor areas that may be near Universal Express capacity and communicate crowd control and GSAT opportunities to the appropriate management.
Serves as a main liaison for Marquee Events data and Express Experiences. Manages sustainment, enhancement and expansion of the Digital Wait Time Card system on behalf of Attractions Operations.
Assist Support Team Management in the development, testing and rollout of new in-park technology. Create back-end reporting support systems where needed.
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.