Supervisor Guest Experience

NBCUniversal•Universal City, CA

23h•Onsite

About The Position

The Supervisor, Guest Experience plays a pivotal role in ensuring exceptional guest satisfaction by resolving challenges with empathy, efficiency, and a commitment to exceeding guest expectations. This position leads a team dedicated to high-standard service across the Guest Relations Front Desk, Guest Services, Visa Lounge, and Lost & Found areas, acting quickly and thoughtfully to address a wide range of guest concerns and recovery scenarios. The Supervisor will actively collaborate with all departments across the theme park to provide seamless solutions that prioritize the guest experience, turning potential conflicts into opportunities for memorable service. Key responsibilities also include fostering a positive, inclusive team culture that values collaboration, continuous improvement, and team member growth. This role is dedicated to developing each Guest Relations and Guest Services team member, providing mentorship and support to enhance their problem-solving skills and service abilities. Additional responsibilities involve enhancing guest service quality through clear, actionable service goals to identify and help implement strategic changes that elevate both guest and team satisfaction. This role requires a proactive leader who can navigate complex guest needs and recovery situations, fostering positive relationships and ensuring service excellence at every touchpoint.

Requirements

High school diploma or equivalent
Strong guest service experience with an emphasis on conflict resolution.
Strong interpersonal and analytical skills.
Must be proficient in Microsoft Office.
Proven ability to anticipate needs and initiate action.
Minimum 1 year leadership experience
Must have excellent written and verbal skills.
Must be available to work on weekends, holidays and nights as required.
Required On-Site: This position is required to be performed full-time from an NBCUniversal-designated worksite.

Nice To Haves

Theme Park Operations knowledge.
Bachelor’s Degree preferred.
Experience managing in a union environment.
Excellent problem/resolution skills, along with outstanding communications skills, and active listening skills
Demonstrated ability to motivate and engage with a team.
Ability to prioritize workload and multitask
Demonstrates sound judgment and independent thinking
Proactive thinker/self-starter.
Team Player.
Hospitality background preferred.

Responsibilities

Mentors and counsels Team Members while enforcing policies and procedures ensuring compliance of departmental standards.
Upholds our Environmental Health and Safety standards.
Builds internal cross departmental relationships to maximize efficiency and effectiveness.
Works closely with Manager and Assistant Manager to coordinate development planning and training for Leads and Team Members.
Completion of administrative responsibilities for the department to include team member schedules, time and attendance reconciliation and weekly labor summaries.
Partner with Park Operations Management to investigate and ensure closed loop service recovery.
Investigates incidents that occur within Guest Relations and Guest Services, including employee/guests’ complaints to ensure proper closing out, follow-up, and overall resolution of all incidents.
Engages in crisis management including guests’ and employee Medical/Emergency situations.
Assists Manager in the hiring, training and development of Team Members.
Works with Management to analyze training material to ensure updates occur.
Conducts one-on-one performance reviews and annual evaluations for Team Members.
Manages and observes associate’s performance to ensure proper coaching and training are implemented.
Supports and implements Team Member and Guest Satisfaction programs (TSAT/GSAT).
Builds a culture of Team Member rewards and recognition using company and department tools.
Ensures that collective bargaining agreements are upheld by partnering with HR and Labor Relations to maintain positive union relationships.
Investigates incidents including Team Member/Guest concerns and/or complaints.
Leads by example by modeling the Core Values.
Seeks, implements, and monitors best practices.
Acts as a duty manager to support area coverage.
Maintains both labor and non-labor departmental budgets.
Oversees hourly Team Members, providing direction and coaching.
Responsible for supervising team members’ workflow, setting leadership standards, and guiding work locations efficiency.
Builds internal relationships ensure our team members are exceeding expectations.
Performs other duties as assigned.