JOB SUMMARY: Oversees the daily operation and is the first point of contact for Team Members, Guests, and inter-departmental partners in partnership with a supervisor or above. Responsible for revenue generation, overseeing stock inventory, supporting sales initiatives, maintaining daily labor budgets, executing operation plans, and monitoring the operation to ensure Guest and Team Member safety. Responsible for leading the team, coaching, ensuring Guest service and sales standards are met, and responding to ticketing issues, cash handling issues, and Guest situations. Maintains appropriate staffing levels and required inventory. Accountable for training related functions.

MAJOR RESPONSIBILITIES:

• Assists management with the consistent execution of sales initiatives and Guest service and operational standards within the venue. Performs all operational duties related to daily opening and closing, reacts to the business by directing guest flow, responds to escalated Guest situations, and oversees the execution of Escape Adventure readiness and technical issues. Responsibilities also include, but not limited to inventory, issuing starting banks, performing audits, documenting downtimes, and reconciling cash and/or ticketing discrepancies providing supporting documentation. Evacuates the Escape Adventures and/or venue when necessary.
• Manages and maintains all facets of daily operation of the location and stays abreast of all product offerings and special events. Assigns tasks and monitors performance of Team Members to ensure policies and procedures of the department are followed. Ensures that all sales tools, cleaning supplies, equipment, and workstations are in good working condition and properly stocked. Makes certain that Team Members are wardrobe compliant and that established safety practices and quality standards are maintained. Orders and maintains operating supplies, reviewing and/or editing Kronos to ensure that time is properly entered.
• Responsible for partnering with the Trainers to oversee new hire training progress and is a point of contact for new Team Members. Meets with Team Members to review their training progress, address concerns, document training related issues, administer assessments, explain performance and behavioral expectations, provide feedback and recognition, and sign-off on the successful completion of the training process.
• Conducts daily shift meetings and spot talks, documents performance utilizing the Lead Observation Report, reports behavior requiring discipline and documentation to the management team, and approves daily scheduling request changes in the absence of a supervisor.
• 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.

EXPERIENCE: 1+ years of Guest Service, leadership, cash handling, and prior sales experience; or equivalent combination of education and experience preferred.

CERTIFICATIONS, LICENSES, REGISTRATIONS: Valid Florida Driver’s License required.

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