Orlando, Florida

JOB SUMMARY: Responsible for the operation of Universal’s Volcano Bay Guest Services & Concierge Teams. Oversees the daily operation of the parks main Guest Services location, in-park Concierge Huts, Lockers, and Premium Products Inventory Control Teams. Performance manages and provides direction to a Team of Guest Services Supervisors and Senior Coordinators.


  • Responsible for overseeing the daily operation of Universal’s Volcano Bay Guest Services Teams, including park entry/exit Guest Services, in-park Concierge Huts, lockers locations, and the Premium Products Inventory Control group.
  • Partners with the Guest Services Supervisor to ensure an efficient operation by managing the daily budget, ensuring appropriate staffing utilization and par staffing levels. Makes recommendations on staffing levels to support Guest Service needs and sales initiatives. Works with Supervisors to address scheduling opportunities and labor efficiencies based on park visitation trends.
  • Directly manages Supervisors by monitoring performance, providing feedback, and developing leadership skill set as aligned with the company’s leadership competencies and department’s standards. Ensures management team is proactively driving action plans for Team Member satisfaction, Guest satisfaction, and financial impact. Indirectly manages Team Leaders and hourly Team Members by communicating and enforcing performance expectations, company policies, and department operating standards. Addresses Team Member situations and collaborates with the Human Resources team for guidance when necessary
  • Works with various groups throughout Universal Orlando Resort to impact the Guest and Team Member experience. Communicates marketing programs and special events to Team Members. Provides feedback on marketing programs and works with key contacts to ensure program success.
  • Routinely monitors point-of-sale systems, ongoing cash handling, ticket control and loss prevention methods to ensure a safe, optimized, and streamlined operation.
  • Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
  • Performs other duties as assigned.


  • High school degree or GED is required.
  • Associate’s degree (AA) is preferred

EXPERIENCE: 3 - 5 years of Park Operations supervisory experience required; or equivalent combination of education and experience. Prior Guest Services and Sales experience preferred.


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


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Orlando, Florida

Universal Orlando Resort is a unique vacation destination that is part of the NBCUniversal Comcast family. For more than 25 years, Universal Orlando has been creating epic vacations for the entire family – incredible experiences that place guests in the heart of powerful stories and adventures. 


Universal Orlando’s three theme parks, Universal Studios Florida, Universal’s Islands of Adventure and Universal’s Volcano Bay, are home to some of the world’s most exciting and innovative theme park experiences – including The Wizarding World of Harry Potter – Hogsmeade and The Wizarding World of Harry Potter – Diagon Alley. Universal Orlando’s on-site hotels are destinations unto themselves and include Loews Portofino Bay Hotel, the Hard Rock Hotel, Loews Royal Pacific Resort, Loews Sapphire Falls Resort, Universal’s Cabana Bay Beach Resort, and Universal’s Aventura Hotel. Its entertainment complex, Universal CityWalk, offers immersive dining and entertainment for every member of the family.

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