Assistant Manager Guest Relations

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. 

Job Description

Responsibilities

• Coordinates and executes action plans for the department’s future success including training programs, workforce planning, and rewards and recognition programs
• Supports and implements the employee and guest satisfaction programs and ensures the staff understands the importance of the programs.
• Supervises all hourly staff and Supervisory staff, provides work direction, performance reviews, and coaching to team
• Ensures that collective bargaining agreements are upheld by partnering with HR and Labor Relations to maintain positive union relationships.
• Completion of administrative responsibilities for the department to include team member schedules, time and attendance reconciliation and weekly labor summaries.
• Mentors and counsels team members and enforce appropriate policies and procedures ensuring that everything is within compliance of departmental standards.
• Builds internal relationships ensure our employees are exceeding expectations.
• Observes, critiques, and adjusts the daily functions of both departmental personnel and standard operating procedures to provide exceptional guest service.
• In partnership with the Manager, Maintains both labor and non-labor departmental budgets.
• Crisis management including guests’ and employee Medical/Emergency situations
• Investigates incidents that occur within Guest Relations, including employee/guests’ complaints to ensure proper closing out, follow-up, and overall resolution of all incidents
• Acts as EHS Safety Team representative for Guest Relations
• Participate in Duty Manager as needed
• Performs other duties as assigned

Qualifications

• Bachelor’s degree preferred
• Minimum 2 years management experience
• Strong guest service experience with an emphasis on conflict resolution related to theme park, hotel or other hospitality industry required
• Proven ability to work well under pressure, meeting tight deadlines, and simultaneously managing multiple projects
• Proficient in Microsoft - Word, Excel, and Publisher
• Must be available to work on weekends, holidays and nights as required
• Saleforce experience will be considered an asset

Salary range: 64,480 - 70,000 

Desired Characteristics

• Excellent problem/resolution skills, along with outstanding communications skills, and active listening skills
• Proven ability to anticipate needs and initiate action
• Demonstrates sound judgment and independent thinking
• Ability to prioritize workload and multitask
• Strong interpersonal and organizational skills

• Able to prioritize work-load and have the ability to multi-task

• Demonstrates sound judgment and independent thinking as well as an ability to troubleshoot and problem solve in real-time
• Detail-oriented and organized with the ability to work seamlessly within a broader team to achieve desired results.

Additional Information

NBCUniversal