JOB SUMMARY:

Oversees the daily operation of the offsite Bus Depot and resort transit for both North Campus and Epic, including on-site resorts. Acts as first point of contact for Operations Management Teams, shuttle drivers, and interdepartmental partners. Responsible for providing feedback to Team Members and shuttle drivers. Accountable for training-related functions. Responsible for monitoring multiple surveillance cameras and radio channels to ensure the safe and efficient flow of Guest and vehicle traffic across Resort properties. Maintains daily labor budgets and bus and shuttle assignments. Responsible for ensuring all shuttle drivers and buses meet Universal standards. Communicates any Team Member or Guest concerns to the appropriate channels. Audits, tracks, and reports operational performance to department management and Senior Leadership.

MAJOR RESPONSIBILITIES:

• Performs all operational duties related to the daily opening, operation, and closing of Bus Depot operation. Completes opening and closing checklists for operational readiness, inspects the work environment (i.e., equipment, buses, roadways, etc.), for cleanliness and operational safety. Responsible for the consistent execution of Guest Service, operational standards, and motivating Team Members to safely deliver an efficient Resort Bus operation. Regularly trains and coaches performance of Team Members and provides feedback to shuttle drivers operating on Universal property, conducts daily shift meetings, and documents Team Member performance utilizing the approved feedback forms and other tools. Aids in the dissemination of general company and venue or area specific forms of communication.
• Manages the flow of Guests throughout Resort Bus locations. Monitors Guest and vehicle flow via surveillance systems for all transportation areas, including North Campus, Epic, and on-site resorts. Monitors multiple radio channels, and provides real-time updates to Operations Management Teams who are in the field. Provides direction to alter routes and assists with updating electronic traffic arrows and Department of Transportation signs.
• Ensures resort bus operation daily staffing levels and rotations are adjusted according to line schedules. Proactively adjusts staffing plan based on Guest flow and business needs. Maintains accurate record-keeping of Resort Bus usage for billing purposes. Tracks and distributes operational statistical reports regarding department performance to venue management and senior leadership. Records emergency and security incidents that occur within the Guest Arrivals operations at North Campus and Epic Universe, including on-site resorts. Performs additional administrative tasks as required.
• Oversees electric bus charging stations and performs general troubleshooting on charging equipment. Conducts regular walk-throughs, audits, and quality checks of Bus Depot operation and vehicles. Records findings and escalates major concerns to management in a timely manner. Manages schedules for Resort Bus needs, including normal operation, events, and special requests.
• 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.

EXPERIENCE:

• 3+ years of theme park operations experience preferred, including 1+ year in a fast-paced surveillance / dispatch environment;
• or equivalent combination of education and experience.
  
  

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