Area Supervisor, Attractions Operations - Universal Kids Resort

JOB SUMMARY:

Oversees the daily operation of attractions, shows and water play areas within an assigned land at Universal Kids Resort (UKR). Acts as a resource for Team Members, Guests, and interdepartmental partners across UKR. Monitors the operation to ensure Guest and Team Member safety, positive Guest interactions, capacity goals and maintains daily labor budgets. Assists with training-related functions including scheduling new hire on-the-job training, re-certification and safety and compliance training for attractions courses. Leads venue scheduling and cross-utilization of Team Members.

JOB RESPONSIBILITIES:

• Ensures the safety of Guests and Team Members at multiple venues within an assigned land by reviewing and revising safety practices and procedures and responds to potentially unsafe conditions. Performs safety critical duties throughout the daily operation. Routinely inspects the work environment, including but not limited to, operational readiness for equipment, loading gates, ride restraints, vehicle or rides and ensuring compliance of standard operating procedures. Responsible for operational/ride complexities of the venues and assisting with evacuation when necessary.
• Responsible for developing and coaching Team Leads and Attractions Attendants. Manages daily labor budgets for assigned venues through the creation of venue schedules for Assistant Manager approval and daily scheduling request changes. Monitors, tracks and records overtime, mitigating overtime as necessary by adjusting staffing according to daily attendance projections. Analyzes and responds to various reports including but not limited to Guest comments, capacity, downtimes, incident reports, and Team Member training projections and results.
• Focuses on Guest and Team Member satisfaction by ensuring Universal service standards are met and supporting escalated Guest issues while maintaining an efficient, safe and pleasant environment. Effectively applies the Universal Destinations and Experiences (UDX) service model to satisfy and resolve the needs of Guests and Team Members. Ensures kid-focused Guest service standards are met and all IBCCES standards are utilized throughout the resort. Ensures that Team Member Satisfaction (TSAT) and Guest Service (GSAT) initiatives and programs are followed to keep the workplace fun while increasing overall job satisfaction and efficiency. Responsible for overseeing new hire training and ensuring Team Members successfully complete all venue training as well as ensuring cross utilization of Team Members for labor optimization.
• Coaches and utilizes feedback forms to document and maintain safe Team Member actions in accordance with UDX policy and effectively communicates information and safety concerns to Operations Management. Assists with attractions projects, cross-training programs, and seasonal weather condition sustainment initiatives as directed.
• Maintains positive relationships and partners with other UKR departments to ensure that departmental goals are being met while maintaining UKR standards. Responsible for maintaining the quality, cleanliness and facility maintenance standards to ensure the assigned venues are “Show Ready” for our Guests at all times and back of house areas for Team Members. Assists with escalated Team Member/Guest issues as necessary.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
• Perform other duties as assigned.

ADDITIONAL INFORMATION:

• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• At times, this individual may cover an area with multiple venues depending on scheduling and business needs. This individual will manage daily labor budgets and is responsible for the safe, efficient and friendly operation of the venues daily as well as the safety of the Team Members who work at these venues.
• Must be able to work a flexible and varying schedule based on business needs.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required.

• Ability to work in a team environment and lead others.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

EDUCATION:

• High School Diploma or GED required, Bachelor’s degree is preferred.

EXPERIENCE:

• 1+ years of attractions, hospitality, or theme park operations is required, 1+ years of leadership experience is preferred; or equivalent combination of education and experience.

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