Manager, Guest Arrivals & Events - Universal Kids Resort

Job Description & Requirements

JOB SUMMARY:

Oversee the operation of Guest Arrivals and Guest Programs & Events. Direct a leadership team of varying levels who handle the day-to-day operations for parking, admissions, pass sales, rentals, Guest Services, VIP tours, events, and related Guest programs. Manages the generation of high dollar revenues while ensuring teams are achieving the highest levels of Guest service at all times. Oversees leadership team and hourly Team Members ensuring Guest arrivals quality, performance standards, Guest satisfaction (GSAT), Team Member satisfaction (TSAT), financial goals, safety and labor optimization while maintaining the highest safety standards.

JOB RESPONSIBILITIES:

• Ensures efficient operation of Guest Arrivals and Guest Programs & Events. Set strategies and

JOB SUMMARY:

Oversee the operation of Guest Arrivals and Guest Programs & Events. Direct a leadership team of varying levels who handle the day-to-day operations for parking, admissions, pass sales, rentals, Guest Services, VIP tours, events, and related Guest programs. Manages the generation of high dollar revenues while ensuring teams are achieving the highest levels of Guest service at all times. Oversees leadership team and hourly Team Members ensuring Guest arrivals quality, performance standards, Guest satisfaction (GSAT), Team Member satisfaction (TSAT), financial goals, safety and labor optimization while maintaining the highest safety standards.

JOB RESPONSIBILITIES:

• Ensures efficient operation of Guest Arrivals and Guest Programs & Events. Set strategies and standards (working with Assistant Managers and Supervisors) within the department and guide all work locations to meet and exceed key business objectives. Leads and assists with projects, seasonal initiatives and sustainment efforts. Promotes and models behaviors that support Guest Arrivals Attendants to maintain the “sales through service” process. Monitors daily, weekly, and monthly sales goals to ensure targets are being achieved. Creates innovative initiatives to drive success towards department financial goals.
• Analyzes daily Finance flash reports, operational statistics, venue operational goals, Guest Satisfaction and Guest Comment reports, incident reports and video to stay in tune with the Guest experience and establishes strategic plans based on observed trends. Partners with the Operations Director to prioritize discretionary and capital planning. Develops and adheres to labor and non-labor budgets and looks for ways to improve overall efficiency of Guest Arrivals, Guest Programs & Events, and related operations.
• Drives and executes plans for Guest Arrivals and Events team that directly affect TSAT, GSAT, and safety standards while utilizing existing tools to measure and monitor performance against targets. Develops appropriate action plans to achieve or exceed targets.
• Responsible for hiring decisions and training of staff. Directly oversees the Assistant Managers and ensures consistency between departments. Leads, coaches and mentors by providing feedback on performance for not only Assistant Managers but also Supervisors as needed. Ensures leadership team is meeting all objectives and accountabilities.
• Reviews, updates and enforces company policies and procedures and departmental training and safety. This includes developing, writing, and updating operating and training manuals, producing spot talks, documenting and addressing infractions. Develops and manages Guest Arrivals & Events projects, capital projects, initiatives, cross-training programs, and sustainment efforts.
• Responsible for providing resort-wide duty manager coverage depending on scheduled shift for Universal Kids Resort Operations. Duties will include responding to incidents, escalated situations, assisting with ride evacuations, down times, weather conditions, and making proper notifications to UKR Leadership. Collaborates across departments to ensure operational decisions, changes to standard operating procedures, and focus on operational efficiencies are communicated and implemented.
• 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 a Non-Exempt team

ADDITIONAL INFORMATION:

• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• At times, this individual will cover an area with multiple venues across different departments. This individual will manage daily labor budgets and is responsible for the safe, efficient and friendly operation of the venues daily as well as the safety of the Team Members who work at these venues.
• Must be able to work a flexible and varying schedule based on business needs.

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.

• Strong guest and team interaction and development skills.
• Excellent verbal and written communication skills.
• Ability to maximize efficiency and working procedures.
• Willing to work a flexible schedule with nights, holidays and weekends is required.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

EDUCATION:

• High School Diploma or GED is required. Bachelor’s degree from a four-year college or university in a relevant field is preferred.

EXPERIENCE:

• 3+ years of parking, admissions, pass sales, hospitality, or theme park operations with 1+ years of supervisory experience is required, experience within a seasonal/regional theme park is a plus; 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 Kids Resort 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 Kids Resort HR/Recruitment will be deemed the sole property of Universal Kids Resort. No fee will be paid in the event the candidate is hired by Universal Kids Resort as a result of the referral or through other means.

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