Senior Manager, Park Services (Days) – Universal Epic Universe

Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

Responsible for leading the overall direction of a specific Park Services area/shift of the resort by providing guidance/development to Manager(s), Supervisor(s) and hourly Team Members. Provides support to the day-to-operation to ensure that the assigned area/shift is meeting departmental standards. Strategically plans, articulates, and implements long range plans that improve guest satisfaction, Team Member satisfaction, and achieve financial goals.

MAJOR RESPONSIBILITIES:

Oversees assigned Manager(s), Supervisors, Non-exempt, and hourly Team Members by providing feedback on performance; giving direction on how to handle, solve and prevent situations and developing communication, decision-making and reasoning skills. Coordinates the recruitment, hiring, and training of exempt staff to create a well-balanced team. Creates development plans and ensures the Managers are meeting all objectives and accountabilities. Ensures proper recognition plans are in place and active. Provides input and/or direction for Manager, Supervisor and Team Member disciplinary actions and collaborates with HR team when necessary for guidance.

Supports the daily operation of Park Services for specific area/shift by maintaining a physical presence in the field on a routine basis. Monitors and follow-up on the execution of cleanliness, sustainability, show quality, guest service, Team Member satisfaction, safety, and training standards. Serves as a point of contact for Park Services and facilitate communication across the company to achieve exemplary service for guests and Team Members. Ensures that show standards are maintained through cross collaboration across departments.

Creates, updates, and enforces performance standards and policies for Park Services. Ensures Team Members (at all levels) within their assigned area/shift receive proper training and development. Develops procedures for ensuring training methods and performance expectations are being monitored and correctly performed. Champions the promotion of Team Members (at all levels) as indicated by performance.

Continuously strategizes ways to improve overall efficiency of the Park Services department. Focuses on long to short term planning (0-24 weeks) and constantly looks for opportunities to reduce costs, promote collaboration, minimize negative guest experiences, and improving Team Member experience.

Adheres to labor and non-labor budgets/capital budgets, while ensuring operational and financial goals are met. Confirms purchase of required supplies/equipment within approved budget. Provides support and planning for the following year’s labor, non-labor, and capital budgets.

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

Performs other duties as assigned.

EDUCATION:

Preferred Bachelor’s degree in Hospitality, Communications or Business Administration.

EXPERIENCE:

7 years in previous hospitality industry experience required.

Previous experience leading or supervising Management Team Members required.

Previous hospitality industry management experience with theme park experience preferred.

Or equivalent combination of education and experience.

CERTIFICATIONS, LICENSES, REGISTRATIONS:

Valid Florida Driver’s License required.

ADDITIONAL INFORMATION:

Divisional key performance indicators (Annual Operating plan. GSAT. TSAT, Safety and I&I analysis).

Must be able to conduct presentations, budgeting, planning, and scheduling, Microsoft Office and Safety policies and procedures.

Must be able to read and interpret documents, write reports and correspondence and manuals.

Effectively present information in one on one and group settings.

Physical mobility and stamina required. Must be able to walk long distances at a moderate pace to inspect each assigned work area grounds and buildings.

Ability to stoop, squat, and kneel.

Ability to lift trash bags weighing up to 50 pounds and loading into compactor.

Ability to push equipment up to 50 pounds.

Ability to wear personal protective equipment (PPE) to include latex/non-latex gloves and goggles as required for certain tasks.

Ability to use cleaning chemicals.

Comfortability working in all weather conditions to include rain, cold and heat.

Strong customer/team interaction skills.

Excellent verbal and written communication skills.

Detail-oriented.

Strong Microsoft Office skills.

Ability to multi-task in a fast-paced environment.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Ability to create business case/ plans.

Ability to solve practical problems involving several variables in standardized situations.

Ability to identify and anticipate both opportunities and problems and drive them to resolution.

Willing to work a flexible schedule with late nights and weekends required.

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.

Excellent ability to develop others, specifically exempt management.

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 Orlando 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 Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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