Manager, Guest Services - Entrance Operations

Universal Orlando Resort -- home of the world's two most amazing theme parks, Universal Studios and Universal's Islands of Adventure, the extraordinary Universal CityWalk entertainment center and our three fabulous hotels, PORTOFINO BAY, HARD ROCK and ROYAL PACIFIC -- is currently seeking the following professional to join our team.

Manager, Guest Services - Entrance Operations

Responsible for troubleshooting and resolving guest situations. Facilitates and manages the guest services department, including the assigned staff and their communication with guests. Provides exemplary guest service by assisting and satisfying guests.

Job Responsibilities :
Completion of administrative responsibilities for the department to include ensuring proper team member scheduling, time and attendance reconciliation and weekly labor summaries. Manages supervisors and hourly team members by providing feedback on performance, gives direction on how to handle, solve and prevent situations and developing communication, decision making and reasoning skills. Creates development plans, administering memos and employee counseling. Manages the continual improvement of Guest and Team Member satisfaction within the department. Develops and implements policies and procedures for dealing with guest concerns. Ensures guest issues are responded to appropriately and consistently. Ensures complete follow-up of all guest concerns, responses to guest inquires questions and complaints. Works with the Finance department to ensure that the most accurate labor reporting and non-labor reporting is provided. Sets up a labor and non-labor budget for three operating areas and then updates and maintains it throughout the year. Focuses on sales initiatives and revenue enhancing programs by constantly looking for opportunities to maximize financial goals. Maintains positive relationships with other Universal Orlando departments to gather feedback in order to ensure our employees are exceeding expectations. Manages Guest Services operation for special events including but not limited to Mardi Gras, Halloween Horror Nights, Rock the Universe, Grad Bash, etc. Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities. Performs other duties as assigned.

Job Requirements:
High school degree or GED required. Preferred Bachelor's degree from a four year college or university in Hospitality Management preferred. 3-5 years Theme park experience and extensive cash handling experience; or equivalent combination of education and experience. Prior supervisory or management experience required. Correspondence and telephone call center experience a plus. Must be a decision maker and problem solver with the ability to tactfully handle various situations. Ability to analyze metrics. Desire to work in a fast paced environment

Your talent, skills and experience will be rewarded with a competitivecompensation package. EOE.

We regret, due to the volume of responses, only applicants of interest will be contacted.

To go directly to this position cut and paste the Job Posting number: UO131594

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