Orlando, Florida

JOB SUMMARY: Facilitates and directs the VIP Experience leadership team, including management of the VIP Experience and their communication with the guests and internal partners. Directly Oversees Assistant Managers and responsible for providing daily direction to Supervisors, SAE Supervisors, hourly and non-exempt staff. Manages all day-to-day operations supporting the generation of high revenue and profile events, while ensuring high levels of guest service at all times. Uses analytical skills to ensure that Tour Guides are meeting the highest level of service for guest & team member satisfaction. Must be an effective communicator with a proven ability to relay relevant information in a timely manner. Requires strong executive presence with global and quick decision making abilities in addition to strong partnerships skills with multiple departments.

MAJOR RESPONSIBILITIES:

  • Manages, strategizes, and forecasts support for the VIP Experience. Manages partnerships with Marketing, Public Relations, Sales, Operations, Production, Entertainment, Tech Services, Merchandise and Foods in developing a world class VIP Experience. Focuses intermediate term planning and looks for opportunities to support the demands of executive and high profile VIP requests minimizing any impacts on the team member and guest experience.
  • Manages daily operation of all VIP Experience responsibilities. Oversees and adjusts Supervisory and team member daily functions as needed to ensure operational effectiveness throughout the Resort and between multiple events. Ensures adherence to established budget parameters and effectively manages change requests efficiently.
  • Creates performance standards and policies for the VIP Experience. Manages Assistant Managers, supervisors and hourly team members by providing feedback on performance, giving direction on how to handle, solve and prevent situations and developing communication, decision making and reasoning skills. Ensures high levels of guest service are maintained at all times. Monitors performance of all team members to provide coaching and feedback where necessary to consistently raise employee satisfaction levels within the department. Ensures all team members receive proper training and development. Focus on initiatives that boost GSAT, TSAT, and the guest experience.
  • Collaborates on marketing programs/special events to provide VIP Guide support. Audits and looks for efficiencies within work unit. Evaluates various VIP Experience programs and works with key contacts to ensure programs success.
  • 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.

EDUCATION:

  • High school degree or GED is required
  • Associate’s degree is preferred
  • Bachelor’s degree is preferred.

EXPERIENCE:

  • 3-5 Years: Operational experience is necessary to comprehend current operation.
  • 1-3 Years: Prior management experience is preferred; or equivalent combination of education and experience.

ADDITIONAL INFORMATION:

  • This person will be responsible for developing and enhancing new tour products in anticipation for Resort growth.
  • This person will be scheduled both opening and closing responsibilities and must be flexible in supporting the demand of the operation.

 

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.

 

Universal Orlando Resort. Here you can.

Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2022 Universal Studios. All rights reserved. EOE

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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