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Assistant Manager
NBC Universal
Los Angeles, CA, United States
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Assistant Manager, Entertainment Costume Operations
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
SUMMARY
The Assistant Manager, Entertainment Costume Operations is responsible assisting the Entertainment Costume Operations Manager with the daily operations of the Entertainment Costume Department
DEPARTMENT ACCOUNTABILITIES
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 show/venue 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 technical issues within the show venue, 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.
• Maintain both labor and non-labor departmental budgets. Develop operating budgets and adjust operations as necessary to identify issues or opportunities and control budgets.
• 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.
• Help develop and create weekly work scheduling templates for employees.
• Plan and implement action plans for the department’s future success for employee satisfaction (ESAT) and guest satisfaction (GSAT), including training programs, workforce planning, and rewards and recognition programs.
• 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.
• 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.
JOB DUTIES
3. Manage Employee and Guest Service:
• Maintain and oversee daily operations and staffing requirements at the venues in accordance with park hours and projections
• Manage and oversee the stocking of supplies and ordering for Show Control team members as needed per venue.
• Maintain up-to-date distribution list and contact information for Show Control team. Ensure department partners (i.e. HR, Workforce Planning, etc.) have updated information regularly.
• Assure that show schedules and employee schedules are accurate and up to date.
• 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.
• Collaborate with the Director 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.
• Investigate and close out all injury and illness re
Qualifications/Requirements
• High school education required.
• Minimum 3 years of operations management experience in a role of supervisor or manager in entertainment, theme park or hospitality industry, including experience in guest service.
• 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
• Two to four year college degree preferred or equivalent work experiences.
• Excellent written and oral communication skills to effectively communicate with all levels of the organization.
• Strong interpersonal and analytical skills
• Thorough knowledge of MS Excel, Work and PowerPoint
• Theme Park Operations knowledge
• Previous high volume Costume and Inventory Experience
• Experience managing in a union environment
• Demonstrated ability to work independently under pressure; proactive thinker/self-starter
• Ability to multi-task and be flexible is essential