Lead, Guest Experience Operations_UHU

About the role

Responsible for the daily operation and is the first point of contact for Guests and Team Members at Universal Horror Unleashed. Supports the guest experience through revenue generation, overseeing stock inventory, supporting sales initiatives, maintaining daily labor budgets, executing operation plans, and monitoring the operation to ensure Guest and Team Member safety. Responsible for leading the team, coaching, ensuring Guest service and sales standards are met, and responding to ticketing issues, transaction processing issues, and Guest situations.

Responsibilities

• Supports the consistent daily execution of sales initiatives and Guest service and operational standards within the experience.
• Performs all operational duties related to daily opening and closing, reacts to the business by directing guest flow, responds to escalated Guest situations, and oversees the execution of operational readiness and technical issues.
• Performs inventory management, issues starting banks, performs audits, documents downtimes, and reconciles cash, digital transactions, and/or ticketing discrepancies providing supporting documentation.
• Ensures daily staffing levels and rotation schedules are adjusted according to attendance.
• Maintains daily operation reports, overtime reports, and safety checklists and reports deficiencies in show quality and facilities.
• Ensures that all sales tools, cleaning supplies, equipment, and workstations are in good working condition and properly stocked.
• Manages the receiving of merchandise deliveries, stockroom maintenance, and stocking of the sales floor.
• Trains and coaches performance for the daily operation and use of equipment, conducts daily shift meetings and safety spot talks, and documents performance utilizing the Lead Observation Report.
• Assists in the dissemination of operational communication, product offerings and special events.
• Ensures Team Members are providing exemplary guest service and resolving the needs of guests and Team Member escalations to leadership.
• Monitors the operation for potential safety concerns, documents and takes the appropriate action including evacuating the experience if necessary.
• Ensures all established safety practices and quality standards are maintained.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
• Performs other duties as assigned.

Requirements

• Strong communication and guest services skills.
• Retail experience is preferred.
• Consistent attendance is a job requirement.
• Must be able to obtain a LVMPD Non-Gaming work card upon employment.

Qualifications

• High school diploma or GED is preferred.
• 2+ years of guest services, inventory management, digital and cash transactions, and/or prior sales experience is required; or equivalent combination of education and experience.