JOB SUMMARY:

Responsible for the daily operation of rides, attractions, water and dry play areas and shows throughout Universal Kids Resort’s theme park. Directs a leadership team of varying levels who manage the day-to-day ride and show park operational functions. Establishes and oversees the planning and execution of annual accountabilities and objectives for the department as well as alignment with Universal Destinations and Experiences (UDX) policies and procedures. Oversees leadership team and hourly Team Members ensuring Guest arrivals quality, performance standards, Guest satisfaction (GSAT), Team Member satisfaction (TSAT), safety and labor optimization.

JOB RESPONSIBILITIES:

• Accountable for all facets of Attraction Operations including Guest service, ride and Team Member safety, show quality, capacity, training, staffing and budgeting. Responsible for monitoring industry trends and ensuring compliance with UDX and ASTM standards. Oversees procedural changes to the operation in partnership with Technical Services and Engineering programming changes. Creates and documents standards, procedures and accountability metrics for ride and attractions operation, training and safety. This includes reviewing and approving all final document changes related to operating and training policies and procedures. Works with UDX partners to ensure consistency in policy and procedures at similar venues across parks. Regularly reviews and provides input on the Operational Performance Specification.
• Analyzes daily Finance flash reports, ride operation statistics, downtime reports, Guest satisfaction (GSAT) reports, Guest Comment reports and ride incident reports and videos to stay in tune with the Guest experience and establishes strategic plans based on observed trends. Works with the Operations Director to prioritize discretionary and capital planning. Develops and adheres to labor and non-labor budgets and looks for ways to improve overall efficiency of Attractions Operations.
• Responsible for hiring decisions and training of exempt and non-exempt staff, and performance of Team Members. Directly oversees Assistant Managers and Supervisors and leads, coaches and mentors by providing feedback on performance. Ensures leadership team is meeting all objectives and accountabilities.
• Drives and executes plans for Attractions team that directly affect TSAT, GSAT, and safety standards while utilizing existing tools to measure and monitor performance against targets. Develops appropriate action plans to achieve or exceed targets.
• Reviews, updates and enforces company policies and procedures and departmental training and safety. This includes developing, writing, and updating operating and training manuals, producing spot talks, documenting and addressing infractions. Develops and manages attractions projects, capital projects, initiatives, cross-training programs, and sustainment efforts.
• Responsible for providing resort-wide duty manager coverage depending on scheduled shift. Duties will include responding to incidents, down times and making proper notifications to senior leadership. Collaborates across departments to ensure operational decisions, changes to standard operating procedures, and focus on operational efficiencies are communicated and implemented.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITY:

• Supervises an Exempt team

ADDITIONAL INFORMATION:

• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• At times, this individual will cover an area with multiple venues across different departments. This individual will manage daily labor budgets and is responsible for the safe, efficient and friendly operation of the venues daily as well as the safety of the Team Members who work at these venues.
• Must be able to work a flexible and varying schedule based on business needs.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required.

• Strong guest and team interaction and development skills.
• Strong verbal and written communication skills.
• Ability to maximize efficiency and working procedures.
• Willing to work a flexible schedule with nights, holidays and weekends is required.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

EDUCATION:

• High School Diploma or GED required. Bachelor's degree from a four-year college or university in a relevant field preferred.

EXPERIENCE:

• 3+ years of attractions, hospitality, or theme park operations with 1+ years of supervisory experience is required, experience within a seasonal/regional theme park is a plus; or equivalent combination of education and experience.

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 Kids Resort 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 Kids Resort HR/Recruitment will be deemed the sole property of Universal Kids Resort. No fee will be paid in the event the candidate is hired by Universal Kids Resort as a result of the referral or through other means.

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