Job Description

The Assistant Manager of VIP Theme Park Operations supports the VIP Management Team in delivering a 5‑Star experience for guests participating in Universal Studios Hollywood’s VIP Tour products. This role focuses on operational excellence, guest satisfaction, and the seamless execution of both daytime tours and specialty nighttime events, including private groups, mix‑in guests, and high‑profile clientele.

Reporting to the Manager of VIP Operations, this position collaborates closely with cross‑functional partners to ensure flawless tour operations. Key areas of focus include supporting the reception team, managing the Galaxy ticketing system, resolving ticketing inquiries, and providing high‑quality guest assistance and recovery.

Essential Functions

• Support the Manager in hiring, training, and developing all hourly VIP Guide staff
• Lead and guide supervisors and hourly team members by setting clear performance expectations and providing timely, constructive feedback
• Assist with VIP Guide performance evaluations and ongoing coaching
• Oversee daily VIP Command Operations, including maintenance of the reservation system
• Develop and implement initiatives that enhance guest and employee satisfaction.
• Investigate and respond to guest and employee concerns in a timely, appropriate manner
• Partner with Human Resources and Labor Relations to uphold the B‑192 collective bargaining agreement and maintain positive union relationships
• Recognize and reward team members for exceptional performance and support ongoing skill development
• Provide direction to hourly staff by delegating tasks, setting priorities, and clearly communicating expectations
• Participate in interviews and the selection process for support and Supervisor positions
• Coordinate daily tour operations with internal partners, including Sales, Special Events, Maintenance, Parking, Security, Studio Tour Operations, Lower Lot Operations, Food & Merchandise, and Culinary
• Assist with labor and non‑labor budget management
• Review and approve weekly employee schedules
• Review and approve hourly staff time and attendance records for accuracy
• Review daily departmental logs and reports

Qualifications

Qualifications/Requirements

• High school diploma or equivalent required
• Minimum of 2 years of operations management experience in studio tour, theme park, or hospitality settings, including guest service experience
• Availability to work weekends, holidays, and evenings as needed
• Strong written and verbal communication skills, with the ability to interact effectively at all levels of the organization
• Proficiency in Microsoft Excel, Word, and PowerPoint
• Strong interpersonal, problem‑solving, and analytical skills
• Demonstrated ability to work proactively and independently

Desired Characteristics

• College degree preferred, or equivalent professional experience
• Strong passion for delivering exceptional guest service
• Knowledge of the Galaxy ticketing system or similar POS platforms
• Experience managing in a unionized environment

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: $65,000 - $80,000

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.