Lead Guest Experience Operations - Universal Horror Unleashed

Universal Horror Unleashed is a terrifyingly unique experience that will bring haunts to Las Vegas yearround. Located at Area 15 is the heart of horror we would love to have you haunting alongside us! With the nature of this experience comes a unique working environment. You will find yourself working in dark environments around special effects including strobe lights fog artificial smells and more. The working hours will be unique typically spanning over late evenings/nights and weekends (holidays included). This position is eligible for company sponsored benefits including medical dental and vision insurance 401(k) paid leave and a variety of other discounts and perks.

JOB SUMMARY

Responsible for the daily operation and is the first point of contact for Guests and Team Members at Universal Horror Unleashed. Supports the guest experience through revenue generation overseeing stock inventory supporting sales initiatives maintaining daily labor budgets executing operation plans and monitoring the operation to ensure Guest and Team Member safety. Responsible for leading the team coaching ensuring Guest service and sales standards are met and responding to ticketing issues transaction processing issues and Guest situations.

JOB RESPONSIBILITIES

• Supports the consistent daily of sales initiatives and Guest service and operational standards within the experience. Performs all operational duties related to daily opening and closing reacts to the business by directing guest flow responds to escalated Guest situations and oversees the of operational readiness and technical issues. Responsibilities also include but not limited to inventory issuing starting banks performing audits documenting downtimes and reconciling cash digital transactions and/or ticketing discrepancies providing supporting documentation.
• Ensures daily staffing levels and rotation schedules are adjusted according to attendance. Maintains daily operation reports overtime reports and safety checklists and reports deficiencies in show quality and facilities. Ensures that all sales tools cleaning supplies equipment and workstations are in good working condition and properly stocked. Manages the receiving of merchandise deliveries stockroom maintenance and stocking of the sales floor.
• Trains and coaches performance for the daily operation and use of equipment conducts daily shift meetings and safety spot talks and documents performance utilizing the Lead Observation Report. Assists in the dissemination of operational communication product offerings and special events. Ensures Team Members are providing exemplary guest service and resolving the needs of guests and Team Member escalations to leadership.
• Monitors the operation for potential safety concerns documents and takes the appropriate action including evacuating the experience is necessary. Ensures all established safety practices and quality standards are maintained.
• Understand and actively participate in Environmental Health & Safety responsibilities by following established UDX policy procedures training and team member involvement activities.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITY

• Individual Contributor

ADDITIONAL INFORMATION

• Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws.

QUALIFICATIONS To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skills and/or abilities (KSAs) required.

• Strong communication and guest services skills.
• Retail experience is preferred.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

EDUCATION

• High school diploma or GED is preferred.

EXPERIENCE

• 2 years of guest services inventory management digital and cash transactions and/or prior sales experience is required; or equivalent combination of education and experience.