Job Description

The Assistant Manager, Entertainment Operations is responsible for assisting the Manager with oversight and management of an Entertainment venue and/or area, including all aspects of front and back of house operations. The Assistant Manager will assist in managing finances, resolving operational challenges and addressing guest and/or team member issues. While primary focus may be overseeing the day-to-day operations, some responsibility will also fall in assisting the Manager with project management and short or mid-range planning.

1. Ensure that the Universal Studios Hollywood vision, mission & values, and Guest Service Philosophy & Standards are understood and supported across the organization.
2. Essential Responsibilities

• Cultivate and lead a culture that promotes a professional, collaborative, inspiring, fun and teamwork-driven work setting for all employees.
• Oversee the daily operation of a specific show venue and/or area, including managing staff and process/procedures and providing necessary support for the operations. This includes resolving operational and/or technical issues within the show venue/area, as well as handling any and all employee and/or guest situations.
• Lead Supervisors and front line employees in Entertainment Operations, including assignment and delegation of projects and duties, ongoing development and process improvement.
• Oversee and manage both labor and non-labor budgets, including reporting variance explanations. Work with appropriate peers/partners to adjust budgets (and appropriate tracking documents) based upon operational requirements. Assist in planning and developing operating budget (IOP) and capital expenditures for following fiscal year.
• Maintain the operational efficiency and effectiveness of venue/show, area and/or element. Ensure all elements operate effectively and that all inventories are well maintained and address/resolve any issues as they arise.
• Provide direction, development and support to supervisors, leads and hourly employees. Communicate feedback and address any and all performance issues, providing recognition, coaching and/or discipline when appropriate and completing employee evaluations annually. Assist in hiring, training and development of staff.
• Responsible to ensure an annual updated and accurate SOP/GOP available to all employees. Ensure that all compliance training/requirements (i.e. Floor Warden, AMQD ride survey, etc.) appropriate area/element is developed, updated and completed in accordance with annual plan and deadlines.
• Plan, implement and execute action plans for the department’s future success for team member satisfaction (TSAT) and guest satisfaction (GSAT), including training programs, workforce planning, and rewards and recognition programs.
• Work closely and efficiently with other Entertainment Management, including Production, and park operating departments on specific needs and/or support related to the venue/area.
• Ensure that collective bargaining agreements are upheld by partnering with Human Resources and Labor Relations in providing input, addressing issues and maintaining positive union relationships. Ensure that discipline is applied in accordance with company procedures and collective bargaining agreements.
• Periodically serve as Entertainment Department Manager on Duty (MOD).
• Understand and actively participate in Environmental, Health and Safety responsibilities by following established USH policy, procedures, training, and employee involvement activities.
• Perform other duties as assigned.

1. Specific Job Duties:

• Maintain and oversee daily operations and staffing requirements at the venue/area in accordance with park hours and projections
• Ensure the stocking/ordering of supplies for the venue/area as needed.
• Keep team members engaged with Guest Service and reiterate the importance of the guest experience. Investigate, track, address and provide feedback to management and Guest Relations partners regarding negative guest interactions and/or comments.
• Assist as needed with Guest Recovery Programs or situations, including training plan, implementation procedure, execution and any necessary or required follow up.
• Maintain up-to-date distribution list and contact information for the venue/area team. Ensure department partners (i.e. HR, Workforce Planning, etc.) have updated information regularly.
• Maintain, request, repair, and replace any equipment necessary for the team to properly do their jobs (radios, earpieces,etc.) .
• Assure that employee schedules are accurate and up to date and that the venue/area is able to support the operation, including special events.
• Provide direction, development and support to supervisors and hourly employees. Communicate feedback and address any and all performance issues, providing praise, recognition, coaching and/or discipline when appropriate. Maintain accurate employee coaching tracking log.
• Provide continuous feedback to employees and answer questions or concerns within 72 hours of notification.
• Keep track of vendor contact information and forge/maintain positive, collaborative relationships with internal and external partners, including appropriate payment for work performed.
• Collaborate with the Manager to create and maintain the department budget in accordance with company procedures. Follow all company procedures for using purchase orders and submitting invoices and receipts.
• Maintain up-to-date SOPs and training curriculum/procedures.
• Ensure that all employee investigations are closed out within 15 days, allowing HR and LR time to review and approve final IR.
• Ensure that the Employee of the Month initiative is delivered prior to scheduled deadlines.
• Ensure that team meetings are scheduled and coordinated on a monthly and quarterly basis, or as otherwise directed by the Manager.
• Participate and encourage use of the employee recognition program Achievers.
• Responsible for leading and developing the hourly front line team by setting clear work expectations and leadership standards.
• Develop and implement programs to improve internal guest and team member satisfaction (TSAT).
• Develop and implement safety standards to reduce and prevent Injury & Illness cases. Investigate and close out all injury and illness reports within 72 hours of notification. Ensure Housekeeping Inspections are completed as applicable.
• Oversee employee reviews and counseling to ensure all guidelines and policies are followed regularly.
• Ensure the review and approval of all hourly staff time and attendance forms for accuracy.
• Perform other duties as assigned.

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $69,000.00 - $75,000.00

Qualifications

USH Entertainment Department is committed to promoting a collaborative, productive, and engaging workplace for all employees. We require Managers and Supervisors to lead by example promoting a professional, inspiring, fun, and teamwork-oriented work culture.

Communicating and influencing: Communicate effectively with people at all levels in the organization. Give specific, timely feedback to managers and others to work together more effectively. Contribute to an enthusiastic, positive work climate that energizes others.

Managing Others: Identify required skills and criteria to ensure best quality hiring. Demonstrate the ability to assess performance and take appropriate corrective action up to termination if necessary. Provide associates with all the information, history and resources they need to do their jobs and to feel a partnership with the organization. Coach and develop company members for current and future responsibilities. Communicate performance goals and standards routinely so that company members understand expectations and how they are linked to organization and department vision, values, and goals. Provide regular, specific feedback that employees can use to continuously improve performance. Demonstrate a commitment to organizational initiatives with words and actions. Encourage employees to contribute, recognizing, reinforcing, and rewarding contributions. Encourage employees to be innovative and willing to take risks, tolerating well-intentioned mistakes.

Quality and partner focus: Continuously look for ways to refine and improve work processes to achieve better results. Follow through on commitments made to internal and external partners.

QUALIFICATIONS & KEY COMPETENCIES

Maximizing resources: Work collaboratively with all employees in the organization and support others when requested. Seek expertise, advice, and perspectives from a variety of sources both within and outside the organization to ensure a high work standard and an engaging culture for employees. Maintain a productive balance between the concern for people and concern for work results.

Project Management: Develop plans for accomplishing objectives, monitoring status, and providing regular status updates. Provide relevant information to others in a timely manner and follow through with commitments made to others. Recognize the broader implications of a project; doing all that should be done, not just as directed.

Learning and adapting: Remain productive during periods of ambiguity, uncertainty and change.

Demonstrate a willingness to take on new challenges, responsibilities, and assignments. Proactively utilize slower periods to improve work and or work environment, equipment maintenance, archiving, general organization, etc.

Leadership: Set a positive, productive and communicative tone as a leader in the department. Partner with the leadership team when representing policies and procedures, remaining positive with employees, and voicing concerns directly to senior management. Consistently exhibit an “open door” demeanor which fosters approachability, professionalism and openness. Be available to all employees equally, treating all employees fairly. Promote healthy, collaborative and positive tone/vibe in venues, areas and/or elements.

PHYSICAL DEMANDS

• Assistant Manager, Entertainment Operations is required to walk; reach with hands and arms; stoop, kneel, crouch, and crawl; and see, talk, and hear. The Assistant Manager must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and be able to work outdoors in varying weather conditions and walking/traveling to multiple venues throughout the day.

Additional Information

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

NBCUniversal will consider for employment qualified applicants with criminal histories, or arrest or conviction records, in a manner consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to AccessibilitySupport@nbcuni.com.