Manager, Guest Experience Operations & Communications - Universal Horror Unleashed

Job Description & Requirements

Universal Horror Unleashed is a terrifyingly unique experience that will bring haunts to Las Vegas year-round. Located at Area 15 is the heart of horror – we would love to have you haunting alongside us! With the nature of this experience comes a unique working environment. You will find yourself working in dark environments around special effects including strobe lights, fog, artificial smells, and more. The working hours will be unique, typically spanning over late evenings/nights and weekends (holidays included). This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, and a variety of other discounts and perks.

JOB SUMMARY

Responsible for maintaining the overall

Universal Horror Unleashed is a terrifyingly unique experience that will bring haunts to Las Vegas year-round. Located at Area 15 is the heart of horror – we would love to have you haunting alongside us! With the nature of this experience comes a unique working environment. You will find yourself working in dark environments around special effects including strobe lights, fog, artificial smells, and more. The working hours will be unique, typically spanning over late evenings/nights and weekends (holidays included). This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, and a variety of other discounts and perks.

JOB SUMMARY

Responsible for maintaining the overall successful operation, integration, and administration of the experience including operational staffing and procedures, strategic planning to ensure exemplary service in sales and venue operation, daily collaboration with internal departments and UDX stakeholders, interpreting daily sales results and Guest feedback to manage the experience towards financial success. This role ensures seamless functionality across POS hardware, ticketing platforms, guest communications software, inventory management systems, and digital feedback tools to optimize digital workflows, enhance guest engagement, and drive operational efficiency through data-driven insights. Manages guest and digital communications to address ticketing issues, email correspondence, guest recovery strategies, analyzing guest feedback to identify and summarize trends, and social media engagement in partnership with Marketing & Sales.

JOB RESPONSIBILITIES

• Serves as the primary administrator for ticketing, POS, inventory, and guest communications platforms. Operational point of contact for all experience operations including ticketing sales, guest flow, guest communications and feedback, merchandise, and maintaining safe operations. Facilitates communication with Entertainment, Technical & Show, Food & Beverage, Security, and third-party contractors to ensure all efforts for successful operation of the venue are aligned. Reviews and provides feedback on Guest correspondence for UHU team’s and leads guest engagement and recovery strategies.
• Responsible for the Guest Services Communications and oversees all digital guest touchpoints including ticketing issues, email correspondence, social media engagement, and feedback platforms. Leverages data to analyze guest feedback to identify and summarize trends. Develops and implements policies and procedures for dealing with guest concerns and ensure alignment across UDX Guest Services Communications. Partners with Marketing & Sales to align messaging and engagement tactics.
• Responsible for monitoring all Guest sales contact points to ensure effective strategies are being used to maximize sales and efficient selling of the experience. Manages all facets of service, merchandise presentation, monitoring of inventory levels, and adherence to all applicable POS and PCI policies and procedures. Implements inventory controls to manage merchandise shrinkage. Ensures the accurate completion of the inventory process and aligns across UP&E on Universal standards and policies.
• Accountable for the development, coaching, performance appraisal, and mentoring of all direct reports including Assistant Manager and hourly Team Members. Sets direction for Assistant Managers and front-line Team Members to ensure the consistency of guest experience and all merchandise products.
• Ensures adequate “day of” staffing and management of all venue operations managed by Assistant Managers remain consistent with staffing forecasts. Coordinates with Entertainment and Food & Beverage management to ensure their scheduling and staffing is in line with the business needs.
• Develops the Guest Experience operating budgets and adjusts the operation as necessary to identify and control costs. Responsible for managing the merchandise budget by overseeing all P&L categories. Partners with UHU leadership to ensure efficient planning and execution of group sales, special events, and other sales initiatives.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITY

• Supervises an Exempt team

ADDITIONAL INFORMATION

• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required.

• Must have management and retail experience.
• Must possesses an understanding of P&L and budgetary expenditures.
• Exceptional communication and guest services skills.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

CERTIFICATIONS, LICENSES, REGISTRATIONS

• LVMPD Non-Gaming Work Card

EDUCATION

• High school diploma or GED is required. Bachelor’s degree in Hospitality, Management, or related field is preferred.

EXPERIENCE

• 3+ years of operations, management, and/or retail experience in a supervisory role is required, previous experience with guest services/communications is preferred; 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 Destinations & Experiences 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 Destinations & Experiences HR/Recruitment will be deemed the sole property of Universal Destinations & Experiences. No fee will be paid in the event the candidate is hired by Universal Destinations & Experiences as a result of the referral or through other means.

Universal Horror Unleashed. Here you can.

Universal Destinations & Experiences is an equal opportunity employer. Universal elements and all related indicia TM & © 2025 Universal Studios. All rights reserved. EOE