CityWalk Manager on Duty

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:

The manager oversees CityWalk Operations as MOD. This role will serve as a key communicator and support for the Guest and Team Member experience while partnering with Food & Beverage, Merchandise, Technical Services, Operations, Entertainment and Creative, and more daily. The manager will participate in most of the day-to-day operation, Guest and Team Member experience, safety, show quality, guest flow, emergency management and exceptional partnership practices in daily leadership.

MAJOR RESPONSIBILITIES:

Active participant in the day-to-day operations in CityWalk with an emphasis on ensuring an efficient and inspirational Guest and Team Member Experience. Provides decision making related to all resort operations, show quality and standards while partnering with key departments with a daily operation outlook. Assists in management of daily guest flow, CityWalk logistics, event interfaces and anticipating and building plans around changes in the daily business behaviors.

Actively identifies and follow-up on key show quality, Guest and Team Member related opportunities daily. Partners with and supports departments to maximize Guest and Team Member experiences, while providing updates on key observations, opportunities, and success through active communication in department meetings and touch points.

Provides direction and guidance for resolving high level Guest and Team Member impacts while delivering exceptional Guest experiences daily. Serve as Incident Commander during major incidents in CityWalk while actively communicating updates to Senior Leadership as necessary.

Aids in training with other departmental MOD programs with a focus on emergency management training and weather processes.

Leads within defined operating budgets, manages communication of attendance trends, supports departments sales levels and adjusts operations as necessary to identify and control costs to meet financial goals. Operate in the most efficient way to provide an exceptional Guest and Team Members.

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.

SCOPE:

Successfully manage objectives and resources to achieve results. Effectively follow up on issues to ensure results are achieved. Clearly communicate issues to other departments as well as follow up to ensure issues are resolved.

EDUCATION:

High school degree or GED is required.

Bachelor’s degree is preferred in Hospitality Management or Business.

EXPERIENCE:

3 years of experience in a multifunction Food & Beverage or theme park operation is required; or equivalent combination of education and experience.

ADDITIONAL INFORMATION:

In the absence of senior management, this position is responsible for the indirect supervisor of Food & Beverage Venues, Guest Services, Merchandise and all common areas of CityWalk. In addition is responsible for influencing 3rd Party Venues and insuring they adhere to CityWalk standards.

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.

Universal Orlando Resort. Here you can.

Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2024 Universal Studios. All rights reserved. EOE