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Assistant Manager, Guest Services - Digital Communications-Universal Orlando Resort


Orlando, FL
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Job Details

Company NBC Universal

Job Title Assistant Manager, Guest Services - Digital Communications-Universal Orlando Resort

Jobid 23553-77491405277

Location: Orlando, FL, 32806, USA

Description Job Description

SUMMARY: Manages and provides direction to Guest Services supervisors within the Entrance Operations department. Responsible for overseeing the daily operation of a specific park, ensuring efficient operation the Guest Services area (including VIP Experience), the appropriate deployment of staff, manage labor budgets, meeting sales and per cap goals, and partnering with departments inside and outside Park and Resort Operations. 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.


+ Accountable for all facets of the Guest Services and VIP Experience including: Guest service, window and lobby capacity, training, budgeting, and developing strategic operating plans for peak and non-peak seasons and special events. Builds internal relationships within UO to ensure our employees are exceeding expectations. Partners with various departments such as Staffing, Facilities, Attractions Operations, Event Management, Event Operations, IT, and Sales & Marketing etc. to ensure departmental goals are met. Responsible for guest safety by reviewing trends and/or incidents. Proactively drives revisions/improvements to operating procedures and documents. Ensures proper safety compliance and training for all hourly and exempt reports.

+ Plans for and ensures that all personnel, facilities and materials are in complete readiness for operation. Develops labor and non-labor budgets, project labor needs and manages inventory. Works with Guest Services Supervisor to manage the daily budget by ensuring appropriate staffing utilization, par staffing levels and appropriate manpower, running an efficient operation. Observes, critiques, and adjusts the daily functions of both departmental personnel and standard operating procedures to provide quality guest service.

+ Responsible for the development of Guest Services Supervisors, including training, coaching, and mentoring. Ensures Supervisor is driving GSAT & TSAT initiatives to increase guest & team member satisfaction. Along with venue Supervisor, responsible for developing, coaching and counseling Guest Services Senior Coordinators and Coordinators and ensures employees receive proper training and development.

+ Responsible for providing duty manager coverage for Entrance

+ Operations and Guest Services in one or both parks. Duties include responding to ticketing, group sales and equipment issues, and guest service complaints, guest injuries and ride evacuations. Also responsible for making the proper notifications including Sr. Leadership.

+ Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.

+ Perform other duties as assigned.

SUPERVISORY RESPONSIBILITY: Responsible for supervising 2 exempt (supervisory) and 55-75 full-time and casual Team Members. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

SCOPE: This individual will be responsible for the operation of the Guest Services department at Universal Orlando, and will be scheduled to open and close Entrance duty manager 2-3 days per week. This individual will manage up to a $1MM labor and non-labor budget.



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 required:


+ High school degree or GED is required.

+ Associate’s degree (AA) is preferred.


+ 3-5 years of supervisory experience required; or equivalent combination of education and experience; or equivalent combination of education and experience.


+ Will require a valid Florida state driver’s license.


While performing the duties of this job, the individual is required to:

+ Regularly (2/3 of the time or more) stand for prolonged periods; walk for prolonged periods (including ability to walk at a given pace that is predetermined by a moving sidewalk); talk; repetition-using an input device-a keyboard or mouse-in a steady manner; maintain alertness and attentiveness up to 4 hours while working varying hours; maintain concentration/focus (e.g., ability to interpret the work environment and make decisions on predetermined operating policies and procedure).

+ Frequently (1/3 to 2/3 of the time) sit for prolonged periods; use hands and fingers to grip, pinch, handle or feel objects, tools or controls; balance; stoop, kneel, crouch or crawl; reach, pull, push with hands and arms above/below head; use close vision with or without corrective lens.(clear vision at 20 inches or less); use distance vision with or without corrective lens.(clear vision at 20 feet or more); use color vision(ability to identify and distinguish colors); use peripheral vision(ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); use depth perception (vision, ability to judge distances and spatial relationships); adjust focus (ability to adjust the eye to bring an object into sharp focus while in changing light conditions e.g., sunshine to indoor or dark conditions); work in small or tight spaces; use the ability to smell.

+ Occasionally (1/3 of the time or less) hear audible alarms, voice commands with background noise; climb stairs/ladders; work at heights for prolonged periods of time including heights with or without railings or over open pits greater than 4 feet; repeat motions more than twice per minute; work in an environment subject to vibrations; lift/push up to 50 pounds with control; work in varied light conditions including low or diminished lighting; work in an environment with flashing lights including strobe lamps.


While performing the duties of this job, the individual is required to:

+ Regularly (2/3 of the time or more) work in wet, humid conditions (non-weather); work in outdoor weather conditions to include direct sunlight, heat or cold.

+ Occasionally (1/3 of the time or less) be exposed to loud noise levels (noise when raised conversation is needed).

(Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions).

The NBC Owned Television Stations create and distribute engaging content that connects with a valuable audience in 10 major markets across the country. Our content platforms include: NBC Stations broadcast and COZI TV, station websites, digital out-of home, and mobile.  Through our local news operations, our lifestyle production arm LX.TV, and our local sales marketing and production teams, NBC creates content that connects communities with the people, events, and issues they care about most.

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