Assistant Manager, Guest Services

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

The Assistant Manager, Guest Services plays a pivotal role in ensuring exceptional guest satisfaction by resolving challenges with empathy, efficiency, and a commitment to exceeding guest expectations. This position leads a team dedicated to high-standard service across the Main Entry and Guest Relations areas, acting quickly and thoughtfully to address a wide range of guest concerns and recovery scenarios. The Assistant Manager will actively collaborate with all departments across the theme park to provide seamless solutions that prioritize the guest experience, turning potential conflicts into opportunities for memorable service.

Key responsibilities also include fostering a positive, inclusive team culture that values collaboration, continuous improvement, and team member growth. This role is dedicated to developing each team member, providing mentorship and support to enhance their problem-solving skills and service abilities. Additional responsibilities involve enhancing guest service quality through clear, actionable service goals to identify and help implement strategic changes that elevate both guest and team satisfaction. This role requires a proactive leader who can navigate complex guest needs and recovery situations, fostering positive relationships and ensuring service excellence at every touchpoint.

Responsibilities Include:

• Upholds our Environmental Health and Safety standards.
• Mentors and counsels Team Members and supervisory staff while enforcing policies and procedures ensuring compliance of departmental standards.
• Builds internal cross departmental relationships to maximize efficiency and effectiveness.
• Works closely with Manager to coordinate development planning and training for Leads and Team Members.
• Completion of administrative responsibilities for the department to include team member schedules, time and attendance reconciliation and weekly labor summaries.
• Partner with Park Operations Management to investigate and ensure closed loop service recovery.
• Investigates incidents that occur including employee/guests’ complaints to ensure proper closing out, follow-up, and overall resolution of all incidents.
• Assists Manager in the hiring, training and development of Team Members and supervisory staff.
• Conducts one-on-one performance reviews and annual evaluations for Team Members and supervisory staff.
• Manages and observes associate’s performance to ensure proper coaching and training are implemented.
• Works with Management to analyze training material to ensure updates occur.
• Supports and implements Team Member and Guest Satisfaction programs (TSAT/GSAT).
• Builds a culture of Team Member rewards and recognition using company and department tools.
• Ensures that collective bargaining agreements are upheld by partnering with HR and Labor Relations to maintain positive union relationships.
• Investigates incidents including Team Member/Gu