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:

Manages and provides direction to VIP Experience Supervisors including management of the VIP Experience Guides and their execution of the VIP experience product. Manages all day-to-day operations supporting the generation of high revenue and profile events, while ensuring high levels of guest service at all times. Uses analytical skills to ensure that Tour Guides are meeting the highest level of service for guest & team member satisfaction. Must be an effective communicator with a proven ability to relay relevant information in a timely manner. Requires strong executive presence with global and quick decision making abilities in addition to strong partnerships skills with multiple departments.

MAJOR RESPONSIBILITIES:

• Responsible for overseeing the daily operation of the VIP Experience ensuring the team is executing the ultimate VIP experience for our guests.
• Works with VIP Experience Supervisor to manage the daily budget by ensuring appropriate staffing utilization, par staffing levels and appropriate manpower, running an efficient operation. Observes, critiques, and adjusts the daily functions of both departmental personnel and standard operating procedures to provide a quality guest experience.
• Responsible for the development of VIP Experience Supervisors, including training, coaching, and mentoring. Along with venue Supervisor, responsible for developing, coaching and counseling VIP Experience Tour and ensures employees receive proper training and development.
• Communicates Marketing programs/special events to staff. Audits and looks for efficiencies within work unit. Evaluates various Marketing programs and work with key contacts to ensure programs success.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

EDUCATION:

• High school degree or GED is required.
• Associate’s degree is preferred.
• Bachelor’s degree is preferred.

EXPERIENCE:

• 2 - 4 years of supervisory experience required.
• Or equivalent combination of education and experience.

ADDITIONAL INFORMATION:

• This person will be responsible for developing and enhancing new tour products in anticipation for Resort growth.
• This person will be scheduled both opening and closing responsibilities and must be flexible in supporting the demand of the operation.

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

Universal Orlando Resort. Here you can.

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