JOB SUMMARY:

Responsible for the day-to-day operation and overall strategic business planning to ensure CityWalk provides a world-class destination experience, including relevant and profitable offerings including owned and operated, joint venture and tenant businesses, entertainment offerings and compelling events. Lead the overall Guest and Team Member experience, quality standards, productivity, and financial performance within CityWalk. Assesses current market and trends to ensure CityWalk remains a destination of choice.

MAJOR RESPONSIBILITIES:

• Develops and executes strategic vision and plans for all businesses in the City Walk complex. Collaborates with other functional disciplines to champion, develop and manage emerging and established concepts in retail, food & beverage, specialty dining, entertainment and events.
• Drives exceptional guest service, operational excellence and Guest/Team Member health, safety, and security across all businesses within CityWalk to deliver positive and immersive experiences.
• Responsible for the financial health of the business; manages the business profit and loss effectively (in partnership with F&B and Merchandise SMEs) through innovative strategies to drive revenue, cost management, labor utilization, resource allocation, etc.
• Leads and develops high-performing talent who provide the training, coaching, quality standards, and engagement to drive high levels of Team Member satisfaction.
• Leverages analytics and insight data as it pertains to guest feedback and consumer trends; collaborates with core business leaders to drive sound product and brand innovation and strategies to increase revenue, reduce costs and ensure competitive advantage in local markets.
• 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: 

• Bachelor’s degree in Business or Hospitality Management is required.

EXPERIENCE: 

• 12+ years of senior-level operational management with proven ability to successfully lead diverse teams and disciplines.
• Prior theme park or theme-based hospitality industry experience a plus; or equivalent combination of education and experience.

ADDITIONAL INFORMATION:

• Exceptional business acumen. Keen focus on P&L levers, resourceful and creative in achieving financial metrics.
• Proven experience in operations management within the themed entertainment or hospitality industry in a senior leadership role with proven outcomes managing multiple venues and concepts.
• Experience in entertainment and special events development and execution.
• Demonstrated capability to manage licensing, vendor and tenant relationships.
• Acute attention to detail and proven experience integrating exceptional quality standards across multiple concepts and brand operations.
• Experience evaluating and analyzing consumer trends to drive innovation and continuous improvement.
• Exceptional communications, organizational and project management skills with strong ability to collaborate across the business.
• Strong leadership to create a culture and passion for delivering an excellent guest and Team Member experience resulting in positive guest and Team Member satisfaction.
• Proven track record of executing and expanding successful concepts as well as experience in driving new innovative concepts, events.
• Knowledge of the restaurant business (full serve, casual dining, quick service, COGs, steps of service) is a plus.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

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 & © 2025 Universal Studios. All rights reserved. EOE