Supervisor, Entrance Operations – Admissions -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:

Oversees sales training and sales production through various reporting and observations, identifies areas of opportunity in service, sales, and quality among the Entrance Operations Team Members by listening to their sales spiels, providing on the spot and timely feedback, coaches and measures Team Member and Sales Coach results and performance based on UO’s policies and procedures and SOP guidelines. Partners with Operations counterparts for optimal sales and operations balance towards business demands. Responsible for completing necessary Kronos audits, Team Member counseling documents, payroll forms, and performance reviews.

MAJOR RESPONSIBILITIES:

Supervise Leads and Team Members to maintain the Universal Orlando “Sales Through Service” process. To ensure thorough Top-Down selling techniques are applied to support incremental revenue, products, and pinnacle Guest service with each transaction. Coach, train, and provide feedback based on sales observations, and hold Team Members accountable for improving sales interactions.

Monitoring positive and negative behaviors towards guests, and reviewing / following up on Guest comments with team members. Ensure guest service standards are upheld by holding Team Members accountable for their service interactions.

Provide and review monthly sales and service report cards with all Team Members. Monitor Daily, Weekly, and Monthly Sales goals to ensure product targets are being achieved and communicating guest trends. Prepare daily and weekly booth review report cards for Team Members showing performance and areas of improvement. Measure sales and service performance for each Team Member and hold accountable to meet a predetermined sales and service expectation. Provide recommendations on how to continue a “one-stop shopping” experience, and identify procedural efficiencies and improvements.

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 by Management.

SCOPE:

Directly supervises Sales Coaches and Vacation Planners, approximately 80 Team Members total. Indirectly supervises Team Captains and Training/OJT Team Members, approximately 40 Team Members total. Ensure maximum revenue production and service by Team Members in accordance with the organization’s policies and applicable laws. Frequent routine; general policies applied; Frequent decision-making requiring high degree of tact.

EDUCATION:

High school degree or GED required.

Associate’s degree (AA) or equivalent from two-year College or technical school preferred.

EXPERIENCE:

1-3 years sales and supervisory experience, and cash handling experience required; or equivalent combination of education and experience.

ADDITIONAL INFORMATION:

ON-THE-JOB TRAINING:

40 Hours of on the job training; 40 Hour Management Class – if not a DLT graduate. Additional abilities: Microsoft Office, Safety Procedures, Organization skills, Supervision.

LANGUAGE SKILLS:

Possesses ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Also, possesses ability to write reports, reviews, business correspondence and procedure manuals. Finally, possesses ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:

Ability to apply concepts such as fractions, percentages, ratios, conversions and proportions to practical situations.

REASONING ABILITY:

Possesses ability to apply common sense understanding to carry out detailed, but uninvolved, written or oral instructions. Ability to deal with problems involving several concrete variables in standardized situations.

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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