Manager Entertainment Atmosphere

 

Company Description

Each day Universal Studios Hollywood creates unforgettable experiences for our guests from around the world. We bring to life the ultimate Hollywood experience with our real working movie studio and heart-pounding rides, shows and attractions that put you inside some of the world’s most popular movies and TV shows. USH offers something for everyone from thrill seekers to movie lovers to family fun for all ages. Our Team Members are passionate individuals who create memorable moments whether it’s on the studio lot, or in our conference rooms, theaters, or kitchens. We believe in the talent of our team members. It’s our passion and commitment to excellence that drives our business to succeed in everything we do across the park. We believe in a culture of family and fun, here you can make a difference and build your career!

NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Click here to learn more about Comcast NBCUniversal’s commitment and how we are making an impact.

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Job Description

The Manager, Entertainment Operations – Streets Atmosphere is responsible for the oversight and management of the Entertainment Streets Department, with specific focus on Atmosphere characters and program, including all aspects of front and back of house operations. The Manager is responsible for managing finances, overseeing operational process/procedure, resolving operational challenges and addressing guest and/or team member issues. The Manager works with appropriate partners in leading and managing the culture and daily operation, coordination of projects, overall product quality and ensuring policies and procedures are consistently enforced and/or followed. The Manager promotes positive guest and employee experience by ensuring that all areas and aspects of the business are running at optimum performance level. While primary focus may be overseeing the day to day operations, some responsibility will also fall in project management and short or mid-range planning.

• 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. Partner closely with your counterpart (Manager of Ent Ops, Streets Animated) to lead and support the overall Streets program, including deployment plans and potential new character offerings and/or choices.

• 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. Maintain and oversee daily operations and staffing requirements at the venue/area in accordance with park hours and projections.
• Lead Supervisors and front-line employees in Entertainment Operations, including assignment and delegation of projects and duties, ongoing development and process improvement. Assure that employee schedules are accurate and up to date and that the venue/area is able to support the operation, including special events.

• 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. Follow all company procedures for using purchase orders and submitting invoices and receipts.

• 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. Maintain, request, repair, and replace any equipment necessary for the team to properly do their jobs (costumes, radios, earpieces, etc.) .
• Provide direction, development and support to supervisors, leads and hourly employees. Communicate feedback and address all performance issues, providing recognition, coaching and/or discipline when appropriate and completing employee evaluations annually. Assist in hiring, training and development of staff. Maintain accurate employee coaching tracking log. Oversee employee reviews and counseling to ensure all guidelines and policies are followed regularly and that employee investigations are closed out within 15 days, allowing HR and LR time to review and approve final IR.
• 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.

• Responsible to ensure an annual updated and accurate SOP/GOP and training curriculum/procedures are 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.
• Keep track of vendor contact information and forge/maintain positive, collaborative relationships with internal and external partners, including appropriate payment for work performed.

• 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. 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.

• Perform other duties as assigned.

• Required On-Site: This position is required to be performed full-time from an NBCUniversal-designated worksite.

• 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 - $80,000 (bonus eligible).

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Qualifications

• High school education required.
• Minimum 3 years of operations management experience in entertainment, theme park or hospitality industry.
• Able to work outdoors in varying weather conditions and walk/travel to multiple venues throughout the day.
• Must be available to work on weekends, holidays and nights as required.

Desired Characteristics:

• Two to four year college degree preferred or equivalent work experiences.
• Excellent written and oral communication skills to effectively communicate with all levels of the organization.
• Strong interpersonal and analytical skills
• Thorough knowledge of MS Excel, Work and PowerPoint
• Theme Park Operations knowledge
• Experience managing in a union environment
• Demonstrated ability to work independently under pressure; proactive thinker/self-starter
• Ability to multi-task and be flexible is essential
• USH Entertainment Department is committed to promoting a collaborative, productive, and engaging workplace for all employees. We require Management to lead by example promoting a professional, inspiring, fun, and teamwork-oriented work culture.
• General Knowledge and Skills Required: Manager, Entertainment Streets shall have the ability to read, interpret and follow documents such as safety rules, operating and maintenance instructions and procedure manuals. The Manager shall be able to write reports, business correspondence and procedure manuals. Manager will be able to effectively communicate, present information, and answer questions in one-on-one and group settings.
• Communicating and Influencing: Communicate effectively with people at all levels in the organization. Give specific, timely feedback to managers and others to work together more effectively. Contribute to an enthusiastic, positive work climate that energizes others.
• Managing Others: Identify required skills and criteria to ensure best quality hiring. Demonstrate the ability to assess performance and take appropriate corrective action up to termination if necessary. Provide associates with all the information, history and resources they need to do their jobs and to feel a partnership with the organization. Coach and develop company members for current and future responsibilities. Communicate performance goals and standards routinely so that company members understand expectations and how they are linked to organization and department vision, values, and goals. Provide regular, specific feedback that employees can use to continuously improve performance. Demonstrate a commitment to organizational initiatives with words and actions. Encourage employees to contribute; recognizing, reinforcing, and rewarding contributions. Encourage employees to be innovative and willing to take risks, tolerating well-intentioned mistakes.
• Quality and Partner Focus: Continuously look for ways to refine and improve work processes to achieve better results. Follow through on commitments made to internal and external partners.

QUALIFICATIONS & KEY COMPETENCIES

• Maximizing resources: Work collaboratively with all employees in the organization and support others when requested. Seek expertise, advice, and perspectives from a variety of sources both within and outside the organization to ensure a high work standard and an engaging culture for employees. Maintain a productive balance between the concern for people and concern for work results.
• Project Management: Develop plans for accomplishing objectives, monitoring status, and providing regular status updates. Provide relevant information to others in a timely manner and follow through with commitments made to others. Recognize the broader implications of a project; doing all that should be done, not just as directed.
• Learning and adapting: Remain productive during periods of ambiguity, uncertainty and change.
• Demonstrate a willingness to take on new challenges, responsibilities, and assignments. Proactively utilize slower periods to improve work and or work environment; equipment maintenance, archiving, general organization, etc.
• Leadership: Set a positive, productive and communicative tone as a leader in the department. Partner with the leadership team when representing policies and procedures, remaining positive with employees, and voicing concerns directly to senior management. Consistently exhibit an “open door” demeanor which fosters approachability, professionalism and openness. Be available to all employees equally, treating all employees fairly. Promote healthy, collaborative and positive tone/vibe in venues, areas and/or elements.

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Additional Information

NBCUniversal’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access nbcunicareers.com as a result of your disability. You can request reasonable accommodations in the US by calling 1-818-777-4107 and in the UK by calling +44 2036185726.

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