Assistant Manager Entertainment Streets

The Assistant Manager, Entertainment Operations – Streets is responsible for assisting the Manager with oversight and management of the Entertainment Streets Department, including all aspects of front and back of house operations.  The Assistant Manager will assist in managing finances, resolving operational challenges and addressing guest and/or team member issues.  While primary focus may be overseeing the day-to-day operations, some responsibility will also fall in assisting the Manager with project management and short or mid-range planning.

DEPARTMENT ACCOUNTABILITIES

1. Ensure that the Universal Studios Hollywood vision, mission & values, and Guest Service Philosophy & Standards are understood and supported across the organization.
2. Essential Responsibilities 

• Cultivate and lead a culture that promotes a professional, collaborative, inspiring, fun and teamwork-driven work setting for all employees.
• Oversee the daily operation of a specific show venue and/or area, including managing staff and process/procedures and providing necessary support for the operations. This includes resolving operational and/or technical issues within the show venue/area, as well as handling any and all employee and/or guest situations.
• Lead Supervisors and front line employees in Entertainment Operations, including assignment and delegation of projects and duties, ongoing development and process improvement. 
• Oversee and manage both labor and non-labor budgets, including reporting variance explanations.  Work with appropriate peers/partners to adjust budgets (and appropriate tracking documents) based upon operational requirements.  Assist in planning and developing operating budget (IOP) and capital expenditures for following fiscal year. 
• Maintain the operational efficiency and effectiveness of venue/show, area and/or element. Ensure all elements operate effectively and that all inventories are well maintained and address/resolve any issues as they arise.
• Provide direction, development and support to supervisors, leads and hourly employees. Communicate feedback and address any and all performance issues, providing recognition, coaching and/or discipline when appropriate and completing employee evaluations annually. Assist in hiring, training and development of staff.
• Responsible to ensure an annual updated and accurate SOP/GOP available to all employees.  Ensure that all compliance training/requirements (i.e. Floor Warden, AMQD ride survey, etc.) appropriate area/element is developed, updated and completed in accordance with annual plan and deadlines. 
• Plan, implement and execute action plans for the department’s future success for team member satisfaction (TSAT) and guest satisfaction (GSAT), including training programs, workforce planning, and rewards and recognition programs. 
• Work closely and efficiently with other Entertainment Management, including Production, and park operating departments on specific needs and/or support related to the venue/area.  
• Ensure that collective bargaining agreements are upheld by partnering with Human Resources and Labor Relations in providing input, addressing issues and maintaining positive union relationships. Ensure that discipline is applied in accordance with company procedures and collective bargaining agreements.
• Periodically serve as Entertainment Department Manager on Duty (MOD).
• Understand and actively participate in Environmental, Health and Safety responsibilities by following established USH policy, procedures, training, and employee involvement activities.
• Perform other duties as assigned.       

JOB DUTIES

1. Specific Job Duties:  

• Maintain and oversee daily operations and staffing requirements at the venue/area in accordance with park hours and projections
• Ensure the stocking/ordering of supplies for the venue/area as needed.
• Keep team members engaged with Guest Service and reiterate the importance of the guest experience. Investigate, track, address and provide feedback to management and Guest Relations partners regarding negative guest interactions and/or comments. 
• Assist as needed with Guest Recovery Programs or situations, including training plan, implementation procedure, execution and any necessary or required follow up.
• Maintain up-to-date distribution list and contact information for the venue/area team.  Ensure department partners (i.e. HR, Workforce Planning, etc.) have updated information regularly.
• Maintain, request, repair, and replace any equipment necessary for the team to properly do their jobs (radios, earpieces,etc.) .
• Assure that employee schedules are accurate and up to date and that the venue/area is able to support the operation, including special events.
• Provide direction, development and support to supervisors and hourly employees.  Communicate feedback and address any and all performance issues, providing praise, recognition, coaching and/or discipline when appropriate. Maintain accurate employee coaching tracking log.
• Provide continuous feedback to employees and answer questions or concerns within 72 hours of notification.
• Keep track of vendor contact information and forge/maintain positive, collaborative relationships with internal and external partners, including appropriate payment for work performed.
• Collaborate with the Manager to create and maintain the department budget in accordance with company procedures. Follow all company procedures for using purchase orders and submitting invoices and receipts.
• Maintain up-to-date SOPs and training curriculum/procedures.
• Ensure that all employee investigations are closed out within 15 days, allowing HR and LR time to review and approve final IR.
• Ensure that the Employee of the Month initiative is delivered prior to scheduled deadlines.
• Ensure that team meetings are scheduled and coordinated on a monthly and quarterly basis, or as otherwise directed by the Manager.
• Participate and encourage use of the employee recognition program Achievers.
• Responsible for leading and developing the hourly front line team by setting clear work expectations and leadership standards.
• Develop and implement programs to improve internal guest and team member satisfaction (TSAT).
• Develop and implement safety standards to reduce and prevent Injury & Illness cases. Investigate and close out all injury and illness reports within 72 hours of notification. Ensure Housekeeping Inspections are completed as applicable.
• Oversee employee reviews and counseling to ensure all guidelines and policies are followed regularly.
• Ensure the review and approval of all hourly staff time and attendance forms for accuracy.
• Perform other duties as assigned.

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $70,000.00 – $80,000.00