Assistant Manager Entertainment Streets

About the role

The Assistant Manager, Entertainment Operations - Streets is responsible for assisting the Manager with oversight and management of the Entertainment Streets Department, including all aspects of front and back of house operations.

Responsibilities

• Cultivate and lead a culture that promotes a professional, collaborative, inspiring, fun and teamwork-driven work setting for all employees.
• Oversee the daily operation of a specific show venue and/or area, including managing staff and process/procedures and providing necessary support for the operations.
• This includes resolving operational and/or technical issues within the show venue/area, as well as handling any and all employee and/or guest situations.
• Lead Supervisors and front line employees in Entertainment Operations, including assignment and delegation of projects and duties, ongoing development and process improvement.
• Oversee and manage both labor and non-labor budgets, including reporting variance explanations.
• Work with appropriate peers/partners to adjust budgets (and appropriate tracking documents) based upon operational requirements.
• Aid in planning and developing operating budget (IOP) and capital expenditures for following fiscal year.
• Maintain the operational efficiency and effectiveness of venue/show, area and/or element.
• Ensure all elements operate effectively and that all inventories are well maintained and address/resolve any issues as they arise.
• Provide direction, development and support to supervisors, leads and hourly employees.
• Communicate feedback and address any and all performance issues, providing recognition, coaching and/or discipline when appropriate and completing employee evaluations annually.
• Assist in hiring, training and development of staff.
• Responsible to ensure an annual updated and accurate SOP/GOP available to all employees.
• Ensure that all compliance training/requirements (i.e. Floor Warden, AMQD ride survey, etc.) appropriate area/element is developed, updated and completed in accordance with annual plan and deadlines.
• Plan, implement and execute action plans for the department’s future success for team member satisfaction (TSAT) and guest satisfaction (GSAT), including training programs, workforce planning, and rewards and recognition programs.
• Work closely and efficiently with other Entertainment Management, including Production, and park operating departments on specific needs and/or support related to the venue/area.
• Ensure that collective bargaining agreements are upheld by partnering with Human Resources and Labor Relations in providing input, addressing issues and maintaining positive union relationships.
• Ensure that discipline is applied in accordance with company procedures and collective bargaining agreements.
• Periodically serve as Entertainment Department Manager on Duty (MOD).
• Understand and actively participate in Environmental, Health and Safety responsibilities by following established USH policy, procedures, training, and employee involvement activities.

Qualifications

• High school education required.
• Minimum 3 years of operations management experience in entertainment, theme park or hospitality industry, including experience in guest service.
• Able to work outdoors in varying weather conditions and walking/traveling to multiple venues throughout the day.
• Must be available to work on weekends, holidays and nights as required.

Desired Characteristics

• Two to four year college degree preferred or equivalent work experiences.
• Able to write reports, business correspondence and procedure manuals.
• Able to effectively communicate, present information, and answer questions in one-on-one and group settings.
• Strong interpersonal and analytical skills.
• Thorough knowledge of MS Excel, Work and PowerPoint.
• Theme Park Operations knowledge.
• Experience managing in a union environment.
• Demonstrated ability to work independently under pressure; proactive thinker/self-starter.
• Ability to multi-task and be flexible is essential.

General Knowledge and Skills Required

• Assistant Manager, Entertainment Streets shall have the ability to read, interpret and follow documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Assistant Manager will be able to effectively communicate, present information, and answer questions in one-on-one and group settings.
• Communicating and influencing: Communicate effectively with people at all levels in the organization.
• Manage others: Identify required skills and criteria to ensure best quality hiring. Demonstrate the ability to assess performance and take appropriate corrective action up to termination if necessary. Provide associates with all the information, history and resources they need to do their jobs and to feel a partnership with the organization. Coach and develop company members for current and future responsibilities. Communicate performance goals and standards routinely so that company members understand expectations and how they are linked to organization and department vision, values, and goals. Provide regular, specific feedback that employees can use to continuously improve performance. Demonstrate a commitment to organizational initiatives with words and actions. Encourage employees to contribute; recognizing, reinforcing, and rewarding contributions.
• Project Management: Develop plans for accomplishing objectives, monitoring status, and providing regular status updates.