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Sr. Manager Operations
NBC Universal
Universal City, CA, United States
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About Us
Universal Studios Hollywood is the Entertainment Capital of L.A. featuring a movie-based theme park and Studio Tour, and bridged by Universal CityWalk, a dynamic entertainment, shopping and dining complex. Universal Studios Hollywood is an industry leader due to its impressive talent base of highly creative professionals who inspire and produce compelling entertainment and innovative attractions that immerse guests in an authentic Hollywood experience. Universal Studios Hollywood’s team of professionals enjoys a unique culture where fun, hard work and high-quality results are priority, resulting in an employee base that is proud to work here. 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. The company offers equally unique opportunities for employees to expand their careers within Universal Studios Hollywood, Universal Parks & Resorts, and the broader NBCUniversal family. It’s a big universe, where do you fit in?
Responsibilities
Responsible for providing support, direction and assistance to the Attractions team, overseeing and managing the staff and the day to day operations of multiple areas, venues and/or divisions of the business. Promotes positive guest and employee experiences by ensuring that all areas and aspects of the business are running at the optimum performance level. Partners with other Sr. Manager of Attractions to coordinate projects and initiatives, maintain overall quality of service and efficiency, and ensure policies and procedures are consistently enforced and/or followed.
Essential Responsibilities:
Lead Supervisors and Managers in Attractions, including assignment and delegation of projects and duties, ongoing development, and continuous evaluation and management of venue performance.
Oversee the daily operation of Attractions, including monitoring staff and process/procedures and providing necessary support for the operations. Ensure all elements operate properly, all outstanding maintenance items are being addressed, and inventories are well maintained and address/resolve any issues as they arise.
Provide direction, development and support to managers, supervisors 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.
• Oversee and manage both the labor and non-labor budgets for your areas, including creation of IOP and Capital Expenditures projects. Assist with the development of operating budgets and adjust operations as necessary to control budgets, including weekly work schedules. Oversee reconciliation of budgets and identify any issues, reporting them back to the Director. Responsible for order/purchase approvals, tracking and reconciliation.
• Accountable for ensuring that all administrative duties are properly completed in a timely manner including but not limited to scheduling, payroll/timekeeper issues, budgetary functions and employee discipline.
• Develop and implement programs to improve guest and employee satisfaction. Ensure appropriate and timely investigation and responses to guest and employee concerns.
Ensure that collective bargaining agreements, department policies and procedures and venue standard operating procedures are being followed by partnering with Human Resources, Labor Relations, Operations Compliance and possibly other partners in UPR. Maintain positive union relationships. Ensure that discipline is applied in accordance with company policies and collective bargaining agreements.
Ensure management maintains clean, safe and professional back of house areas including but not limited to employee dispatch areas, employee break rooms, storage areas, hallways and management offices.
Support and actively participate in Company initiatives, training and employee involvement, recognition and outreach activities.
Maintain weekly schedule for Lower Lot managers and supervisors.
Perform other duties as assigned.
Qualifications/Requirements
7+ years currently serving as an operational manager; experience preferred in hospitality, theme operations, or guest service industries.
Proven experience leading and providing strategic direction to direct reports at Manager and Supervisor level
Bachelor’s degree or combination of education and equivalent management experience in Theme Park management
Experienced at Leading and Engaging Teams of 50 or more at any given time to drive business results
7+ years of coaching team, problem solving, making spot decisions, and collaborating with others.
Able to work outdoors in varying weather conditions and walking/traveling to multiple venues throughout the day; Must be available to work on weekends, holidays and nights as required
Desired Characteristics
Ability to read, interpret and follow documents such as safety policies, operating and maintenance instructions and procedure manuals.
Ability to write reports, business correspondence and procedure manuals.
Ability to effectively communicate present information and answer questions in one–on-one and group situations.
Enthusiastic, friendly and outgoing personality.