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:

Provide critical leadership support to the Guest Arrivals Administration team with a specific focus on event planning, reporting & analytics, and technology operations. Follows established procedures and project management processes to ensure that responsibilities are completed on-time and in a manner that provides timely and effective support to stakeholders. Responsible for building and maintaining complex reporting dashboards. Performs other duties as assigned by the Manager and/or Senior Manager. Physically works events as-necessary.

MAJOR RESPONSIBILITIES:

• Provides daily oversight to administrative staff including a combination of exempt and non-exempt Team Members, ensuring that field management teams are well-supported and receive information in a timely manner. Provides periodic, indirect leadership to frontline hourly Team Members and Team Captains.
• In collaboration with direct reports, lead all aspects of special event planning for events that impact Guest Arrivals operating venues. Maintain collaborative relationships with internal and external partners to ensure that events exceed client expectations and daytime operation impact is minimal. Physically work special events as needed.
• In collaboration with direct reports, partner with critical stakeholders to understand KPIs critical to their business. Build out and maintain detailed, on-demand reporting dashboards. Ensure dashboards are easy to navigate, updated in a timely manner, and quickly accessible across a variety of technology platforms and devices.
• In collaboration with direct reports, lead all aspects of technology sustainment for the Guest Arrivals (Parking & Transportation) department. Includes development of new technological solutions from scratch, and the sustainment of existing technology platforms critical to the daily operation. Provides escalated levels of support to field teams as necessary, ensuring a complete and acceptable resolution is reached.
• Perform department MOD (duty manager) role as assigned.
• 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 is required in Business, Project Management, or other related field.
• Or equivalent combination of education and experience also acceptable.

EXPERIENCE:

• 3+ years of leadership experience in a highly dynamic environment required.
• Management experience in front of house facing business preferred.
• Project Management and/or Business Analysis experience preferred.
• Or equivalent combination of education and experience also acceptable.

CERTIFICATIONS, LICENSES, REGISTRATIONS:

• Florida Driver’s License is required.

ADDITIONAL INFORMATION:

• Ability to effectively present information in one-on-one and large group settings to Team Members at all levels of the organization.
• Advanced levels of proficiency with Microsoft 365 software suite, notably including PowerBi, PowerApps, and SharePoint.
• Strong understanding how to build, manage, and format advanced data sets and files.
• Strong time management skills with ability to consistently meet deadlines.
• Strong communication and partnership skills.
• Ability to multi-task and change direction quickly.
• Ability to recognize opportunities for process improvement and efficiency gains.
• Ability to remain calm in challenging situations.
• Possess a confident and professional demeanor.
• Be a self-starter with a proactive, agile and strategic mindset.
• Strong interpersonal skills, with a demonstrated ability to make effective decisions while working through complex issues.
• Must have scheduling flexibility to attend meetings.

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

Universal Orlando Resort. Here you can.

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