Area Supervisor, Guest Arrivals - Universal Kids Resort

Responsible for the daily operation of the Guest Arrivals team (including Parking, Admissions, Rentals, and Pass Sales) and acts as the first point of contact for Team Members and inter-departmental partners. Monitor the operation to ensure Guest and Team Member safety, positive Guest interactions, and maintain daily labor budgets. Leads and coaches Team Members and responds to any Team Member or Guest concerns.

Responsibilities

• Monitor and oversee the daily operation of the Guest Arrivals team including parking, pass sales, admissions, and rentals to ensure proper staffing, capacity, efficiencies, crowd control, and Guest Service standards are met.
• Support Guest concerns through effectively and timely responding to Guest and operational issues.
• Maintain a constant presence that drives key performance metrics throughout Guest Arrivals.
• Communicate with various operational partners to ensure a smooth Guest experience, operational readiness, and act as the first responder to operational and Guest situations.
• Focus on Guest and Team Member satisfaction by ensuring Universal service standards are met; resolve Guest issues while maintaining an efficient, safe, and pleasant environment.
• Apply the Universal Destinations and Experiences (UDX) service model to satisfy and resolve the needs of Guests and Team Members.
• Ensure Team Member Satisfaction (TSAT) and Guest Service (GSAT) initiatives and programs are followed to keep the workplace fun while increasing overall job satisfaction and efficiency.
• Develop, coach, and train all frontline Guest Arrivals Team Members.
• Manage labor budgets for assigned venues.
• Administer new hire training and ensure Team Members successfully complete all venue training; ensure cross-utilization of Team Members for labor optimization.
• Create venue schedules for Assistant Manager approval.
• Monitor, track, and record overtime and training projections and results; mitigate overtime by adjusting staffing according to daily attendance projections.
• Analyze and respond to various reports including Guest comments and incident reports.
• Communicate escalated Guest feedback to leadership in a timely manner to ensure proper resolution.
• Coach and utilize feedback forms to document and maintain safe Team Member actions in accordance with UDX policy; communicate safety concerns to Operations Management.
• Routinely review and revise Guest service practices and procedures; respond to escalated Guest issues.
• Assist with Guest arrivals projects, sales incentives and initiatives, development opportunities, and cross-training programs as directed.
• Maintain positive relationships and partner with other UKR departments to ensure departmental goals are met while maintaining UKR standards.
• Maintain quality, cleanliness, and facility maintenance standards to ensure assigned venues are “Show Ready” for Guests at all times and in back-of-house areas for Team Members.
• 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.
• Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• At times, cover an area with multiple venues depending on scheduling and business needs.

Requirements

• Strong guest and team interaction and development skills.
• Strong verbal and written communication skills.
• Ability to balance multiple tasks and utilize problem-solving skills.
• Willing to work a flexible schedule with nights, holidays, and weekends required.
• Consistent attendance is a job requirement.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

• High School Diploma or GED required.
• 1+ years of leadership experience is required; or equivalent combination of education and experience.
• 1+ years' experience in Guest Service, Hospitality, or Theme Park is required.