Supervisor, Universal Express Operations Universal Epic Universe
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Job Location:
Orlando, FL - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
JOB SUMMARY:
Protects the integrity of the Universal Express program by managing the redemption and controls of the program. Serves as the main operational driver for the Universal Express program. Manages a team of Express Coaches who are focused on the auditing training and performance of our Attractions Team Members that interact with our Guests and Universal Express materials. Assists with the testing implementation and rollout of any new technology at Attraction locations.
MAJOR RESPONSIBILITIES:
- Oversee the Universal Express auditing & training program lead a team of Express Coaches to plan and deliver training and audits; measure frontline understanding and in-park usage; analyze trends; and implement corrective actions to protect product integrity.
- Manage day-to-day equipment tracking and partner with IT to ensure high level of device readiness. Report technology issues by creating trouble tickets and following up with appropriate individuals. Analyze reports and ticket distribution to identify trends and communicate to proper partners. Partner with Parks Technology for the creation of new reports or the modification of existing ones.
- Responsible for the leadership of direct reports including training coaching and mentoring. Drives GSAT & TSAT initiatives to increase Guest & Team Member satisfaction. Ensures all team member schedules performance appraisals and documentation are completed in a timely and consistent manner.
- Assists with the Express product & technology lifecycle for new features and enhancements from inception to rollout. Participate in product testing and capture operational feedback. Log and drive incident tickets to closure with IT; coordinate change management and training while providing status updates to Leadership.
- Monitor program efficiency and Guest experience by updating maintaining and managing BOCA stock Single Attraction Pass tracking and Management Express requests.
- During peak attendance levels closely monitor areas that may be near Universal Express capacity and communicate crowd control and GSAT opportunities to the appropriate Management.
- 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:
- Bachelors Degree preferred.
EXPERIENCE:
- 1 year of Lead and/or OJT Training.
- 1 year of Supervisory work.
- Or equivalent combination of education and experience.
Your talent skills and experience will be rewarded with a competitive compensation package.
Universal Orlando Resort. Here you can.
Required Experience:
Manager
Key Skills
- Financial Services
- Customer Service
- Loan Applications
- Customer Questions
- Financial Needs
- Bank Products
- Customer Transactions
- Communication
- Customer Relationships
- Sales Activities
- Referral Goals
- NMLS
- Problem Resolution
- Sales Goals
- Account Opening
