SAE Manager, VIP Experience

JOB SUMMARY:

Supports the overall success of the VIP Experience Team and provides oversight to the VEOS (concierge) back-of-house and support functions. Provides direct oversight to VIP Assistant Managers/Supervisors leading hourly and non-exempt staff. Assists in the development and execution of plans to maximize revenue provide the highest level of Guest Service and create a seamless experience for VIP Guests. Leads efforts to effectively schedule Guides based on requests and tour demand and assists in recruitment training and development of the Team. Demonstrates the ability to review relevant information regarding the current business to develop recommendations and make decisions. Builds partnerships across departments and clearly communicates relevant information in a timely manner.

MAJOR RESPONSIBILITIES:

• Assists the VIP Experience Senior Manager in the planning forecasting and operation of the VIP Experience Team. Supports all aspects of the guest experience including training and development comment recording review of comment trends and that Guest concerns and resolved professionally and in a timely manner. Serves as the VIP Experience Manager-on-Duty as assigned.
  Manages back-of-house and support operations including the VEOS Team the provides concierge and guest communications services to VIP Guests. Additional responsibilities include tour tracking Guide scheduling and training gratuity tracking Genesis requests bilingual tour requests supply inventory including lanyards and credentials iPhone management VIP SharePoint and Teams sites facilities projects and tour transportation requests. Builds and maintains strong partnerships with Marketing Public Relations Sales Food & Beverage Merchandise Entertainment Production Attractions Operations Tech Services BAIE and other key partners to provide high-quality VIP Experiences for Guests.
• Assists in managing the planning and execution of marquee events throughout the year evaluating the Guest impact and identifying solutions to minimize the impact and resolve concerns. Works with Marketing BAIE Entertainment F&B and other key partners to develop and enhance premium services and products. Manages labor non-labor and special event budgets. Works with Finance and BAIE to accurately adjust revenue and expense forecasts.
• Works with the Senior Manager to coordinate the recruitment hiring and training of exempt and hourly Team Members. Provides performance feedback to exempt and hourly Team Members. Gives direction on how to handle solve and prevent situations and assists exempt and hourly Team Members in developing communication decision making and reasoning skills. Provides direction to Assistant Managers/Supervisors for Team Member disciplinary actions and collaborates with the HR Team when necessary for guidance. Supports initiatives that boost GSAT and TSAT scores.
• Updates performance standards policies training and operating checklists and reference materials for the VIP Experience team.
• 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:

Associate or Bachelors degree is preferred

EXPERIENCE:

• 3 years operational experience is required including 1 year of prior management experience
• Or equivalent combination of education and experience

ADDITIONAL INFORMATION:

This role is responsible for supporting and enhancing new tour products and VIP support operations in anticipation for Resort growth. Ability to exchange information which requires tact and/or diplomacy with Guests and other UO departments is required. The schedule for this role will vary to include both opening and closing responsibilities and must be flexible in supporting the demands of the operation.

Your talent skills and experience will be rewarded with a competitive compensation package.

Universal Orlando Resort. Here you can.