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 daily operation of the operational side of Pass Sales for both theme parks. Manages all day-to-day operations, managing the generation of high dollar revenues, and ensuring high levels of guest service at all times. Uses analytical skills to ensure that assigned areas are meeting departmental standards for guest & team member satisfaction, and financial goals while maintaining the highest safety standards.

MAJOR RESPONSIBILITIES:

• Manages daily operation of the Pass Sales area, within the Entrance Operations department, for both theme parks. Oversees and adjusts team member daily functions as needed to ensure operational effectiveness. Sets strategies and standards (working with their Assistant Managers and Supervisors) within the Entrance Operations department and guides all work locations. Responsible for all equipment, inventory, quality, and collateral for all ticket booths and POS.
• Creates performance standards and reviews with all Pass Sales team members. Manages Assistant Managers, Supervisors 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. Ensures high levels of guest service are maintained at all times. Monitors performance of all team members to provide coaching and feedback where necessary to consistently raise employee satisfaction levels within the department. Ensures all team members receive proper training and development. Focus on initiatives that boost GSAT, TSAT, and Financials.
• Provides support and long-term planning of the Pass Sales area within the Entrance Operations department. Manages labor, non-labor and special event budgets and strategize ways to improve overall efficiency of the Pass Sales department.
• 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.

EDUCATION:

• High school degree or GED is required.
• Associate’s degree (AA) is preferred.

EXPERIENCE:

• 3 - 5 years of supervisory experience required;
• or equivalent combination of education and experience.

Your talent, skills and experience will be rewarded with a competitive compensation package.

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