Manager, Guest Services Universal Epic Universe

Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week.

There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments.

Youll learn more about this during the recruitment process.

JOB SUMMARY :

Oversees daily operation of Guest Services for both theme parks. Manages all day-to-day operations and sales functions of the Guest Services and VIP Experience operation for both theme parks, and ensuring high levels of guest service at all times.

Uses analytical skills to ensure that assigned areas are meeting departmental standards for guest & team member satisfaction, and financial goals while maintaining the highest safety standards.

MAJOR RESPONSIBILITIES :

Manages, strategizes, develops, and implements policies and procedures for dealing with guest concerns, as well as sales and upselling process for ticketing, Universal Express, and ancillary products.

Ensures complete follow up of all guest concerns, responds to guest inquiries, questions, and complaints. Partners with Event Management to coordination the organization and execution of high profile VIP Experiences.

Manages daily operation of the Guest Services and VIP Experience areas, for both theme parks. Oversees and adjusts team member daily functions as needed to ensure operational effectiveness.

Sets strategies and standards (working with their supervisors) within the Entrance Operations department and guides all work locations.

Creates performance standards and reviews with all Guest Services team members. Manages supervisors and hourly team members by providing feedback on performance, giving direction on how to handle, solve and prevent situations and developing communication, decision making and reasoning skills.

Ensures high levels of guest service are maintained at all times. Monitors performance of all team members to provide coaching and feedback where necessary to consistently raise employee satisfaction levels within the department.

Ensures all team members receive proper training and development. Focus on initiatives that boost GSAT, TSAT, Financials.

Provides support and long-term planning of the Guest Services and VIP Experience areas within the Entrance Operations department.

Manages labor, non-labor and special event budgets and strategize ways to improve overall efficiency of Entrance Operations.

• 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.

SCOPE :

This individual will be responsible for the operation of the Guest Services and VIP Experience areas of Entrance Operations at Universal Orlando, and will be scheduled to open or close Park Manager on duty 1 day per week.

This individual will manage over a $1MM labor and non-labor budget.

EDUCATION :

• Associates degree (AA) is required.
• Bachelors degree is preferred.

EXPERIENCE :

• 4 - 6 years of supervisory experience required;
• or equivalent combination of education and experience

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and / or method without a valid written Statement of Work in place for this position from Universal Orlando HR / Recruitment will be deemed the sole property of Universal Orlando.

No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

Universal Orlando Resort. Here you can.

Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & 2024 Universal Studios.

All rights reserved. EOE