Team Captain, Premium Services (Temporary Assignment)

Universal Orlando•Orlando, FL

About The Position

Oversees the daily operation and is the first point of contact for Team Members, Guests, and interdepartmental partners in partnership with the Premium Services Supervisor. Responsible for executing operational plans and ensuring operational readiness for Cabanas, Premium/Reserved Seating and Towels. Responsible for leading the team, coaching, and ensuring guest service standards are met. Maintains appropriate staffing levels, budgets and required inventory. Accountable for training-related functions. MAJOR RESPONSIBILITIES: Assists Management with the consistent execution of daily sales, guest service and operational standards within Cabanas/Premium/Reserved Seating and Towels. Performs all operational duties related to daily opening and closing, reacts to the business by responding to escalated guest situations and technical issues within the Cabanas and Premium/Reserved Seating. Responsibilities also include, but are not limited to managing inventory, using programs to enhance the guest experience, performing audits and completing end-of-day processes, including area cleanliness, monitoring safety requirements, and ensuring the overall show quality of all areas of the business. Manages and maintains all facets of daily Cabana and Towel Operation. Assigns tasks and monitors performance of Team Members to ensure policies and procedures of the department are followed. Ensures that all premium products, guest assistance tools, supplies and workstations are in good working condition and properly stocked. Orders and maintains operating supplies. Makes certain that Team Members are wardrobe compliant and that established safety practices and quality standards are maintained. Responsible for maintaining and inspecting show quality standards as set by the Company. Meets with Team Members to review their training progress, addresses concerns, documents training related issues, administer testing and signs off on the successful completion of training and testing. Trains and coaches Team Members during and after OJT, explains performance and behavioral expectations, provides feedback and recognition to all Team Members. Conducts shift meetings for Team Members each day and reports behavior requiring discipline and documentation to the management team. Responsible for maintaining daily budgets and administrative duties, including but not limited to, reviewing and/or making edits within Kronos to ensure that times are properly entered based on job code and functional unit, approving daily timecards, coding attendance, and completing shift swaps. In the absence of a Supervisor, will approve daily scheduling request changes. 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.

Requirements

High School degree or GED is required.
Must have strong interpersonal skills and quick decision-making skills.

Nice To Haves

1+ years of leadership experience preferred.
3+ months guest service experience preferred; or equivalent combination of education and experience.

Responsibilities

Oversees the daily operation and is the first point of contact for Team Members, Guests, and interdepartmental partners in partnership with the Premium Services Supervisor.
Responsible for executing operational plans and ensuring operational readiness for Cabanas, Premium/Reserved Seating and Towels.
Responsible for leading the team, coaching, and ensuring guest service standards are met.
Maintains appropriate staffing levels, budgets and required inventory.
Accountable for training-related functions.
Assists Management with the consistent execution of daily sales, guest service and operational standards within Cabanas/Premium/Reserved Seating and Towels.
Performs all operational duties related to daily opening and closing, reacts to the business by responding to escalated guest situations and technical issues within the Cabanas and Premium/Reserved Seating.
Responsibilities also include, but are not limited to managing inventory, using programs to enhance the guest experience, performing audits and completing end-of-day processes, including area cleanliness, monitoring safety requirements, and ensuring the overall show quality of all areas of the business.
Manages and maintains all facets of daily Cabana and Towel Operation.
Assigns tasks and monitors performance of Team Members to ensure policies and procedures of the department are followed.
Ensures that all premium products, guest assistance tools, supplies and workstations are in good working condition and properly stocked.
Orders and maintains operating supplies.
Makes certain that Team Members are wardrobe compliant and that established safety practices and quality standards are maintained.
Responsible for maintaining and inspecting show quality standards as set by the Company.
Meets with Team Members to review their training progress, addresses concerns, documents training related issues, administer testing and signs off on the successful completion of training and testing.
Trains and coaches Team Members during and after OJT, explains performance and behavioral expectations, provides feedback and recognition to all Team Members.
Conducts shift meetings for Team Members each day and reports behavior requiring discipline and documentation to the management team.
Responsible for maintaining daily budgets and administrative duties, including but not limited to, reviewing and/or making edits within Kronos to ensure that times are properly entered based on job code and functional unit, approving daily timecards, coding attendance, and completing shift swaps.
In the absence of a Supervisor, will approve daily scheduling request changes.
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.