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:

Protects the integrity of the Universal Express program by managing the redemption and controls of the program. Serves as the main operational driver for the Universal Express program. Manages a team of Express Coaches who are focused on the auditing, training, and performance of our Attractions Team Members that interact with our guests and Universal Express materials.

MAJOR RESPONSIBILITIES:

• Oversees Universal Express Auditing and Training Program. Manages the team that conducts departmental training sessions and auditing to ensure a smooth and consistent guest experience. Monitors appropriate in-park usage and front-line employee understanding of current Universal Express program through Audits and ensures that real time communication takes place. Tracks audit trends, and creates action plans. Ensures that the integrity of the Express Product is consistently maintained.
• Monitors program efficiency and guest experience by updating, maintaining and managing BOCA stock, Single Attraction Pass tracking and Management Express requests.
• Manage equipment tracking and partner with IT to ensure high levels of device readiness and identify potential gaps in coverage.
• During peak attendance levels, closely monitor areas that may be near Universal Express capacity and communicate crowd control and GSAT opportunities to the appropriate management.
• Hands on management and integration of new Universal Express products and technology. Work with IT to create additional reports as needed, resolve reported issues by creating trouble tickets and following up with appropriate individuals, and creating additional ticket product and establishing their rules on the server.
• Provides work direction, leadership, and timely feedback to reporting team. Develops and implements action plans to support Team Member satisfaction, guest satisfaction, and financial impact.
• 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 required.
• Associate’s degree (AA) preferred.

EXPERIENCE:

• 1-3 years of Lead and/or OJT Training.
• 1 year of Supervisory work.
• Or equivalent combination of education and experience.

ADDITIONAL INFORMATION:

• Presentation / Facilitation Skills: Ability to effectively present information in one-on-one and large group situations to clients, and other employees of the organization.
• Computer Skills: Individual must be proficient in Microsoft Office – Word, Excel, PowerPoint, and SharePoint.

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

Universal Orlando Resort. Here you can.

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