Universal Orlando Resort · 17 hours ago
Area Supervisor, Guest Arrivals - Universal Kids Resort
Frisco, TX
Full-time
Onsite
Entry Level
1+ years expUniversal Orlando Resort is seeking an Area Supervisor for Guest Arrivals at Universal Kids Resort. The role involves overseeing the daily operations of the Guest Arrivals team, ensuring guest satisfaction, managing labor budgets, and coaching team members to maintain high service standards.
Entertainment
Responsibilities
Responsible for monitoring and overseeing the daily operation of the Guest Arrivals team including parking, pass sales, admissions, and rentals to ensure the proper staffing, capacity, efficiencies, crowd control and Guest Service standards are being met
Supports Guest concerns through effectively and timely responding to Guest and operational issues
Maintains a constant presence that drives key performance metrics throughout Guest Arrivals
Communicates with various operational partners to ensure a smooth Guest experience, ensures operational readiness, and acts as the first responder to operational and Guest situations for Guests arriving to Universal Kids Resort
Focuses on Guest and Team Member satisfaction by ensuring Universal service standards are met and resolves Guest issues while maintaining an efficient, safe and pleasant environment
Effectively applies the Universal Destinations and Experiences (UDX) service model to satisfy and resolve the needs of Guests and Team Members
Ensures that Team Member Satisfaction (TSAT) and Guest Service (GSAT) initiatives and programs are followed to keep the workplace fun while increasing overall job satisfaction and efficiency
Responsible for developing, coaching and training all frontline Guest Arrivals Team Members
Manages labor budgets for assigned venues
Responsible for administering new hire training and ensuring Team Members successfully complete all venue training as well as ensuring cross utilization of Team Members for labor optimization
Creates venue schedules for Assistant Manager approval
Monitor, track and record overtime and training projections and results
Mitigate overtime by adjusting staffing according to daily attendance projections
Analyzes and responds to various reports including but not limited to Guest comments and incident reports
Communicates escalated Guest feedback to leadership in a timely manner to ensure proper resolution
Coaches and utilizes feedback forms to document and maintain safe Team Member actions in accordance with Universal Destinations and Experiences (UDX) policy and effectively communicates information and safety concerns to Operations Management
Routinely reviews and revises Guest service practices and procedures and responds to escalated Guest issues
Assists with Guest arrivals projects, sales incentives and initiatives, development opportunities, and cross-training programs as directed
Maintains positive relationships and partners with other UKR departments to ensure that departmental goals are being met while maintaining UKR standards
Responsible for maintaining the quality, cleanliness and facility maintenance standards to ensure assigned venues are 'Show Ready' for Guests at all times and in back-of-house areas for Team Members
Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities
Perform other duties as assigned
Qualification
Required
Strong guest and team interaction and development skills
Strong verbal and written communication skills
Ability to balance multiple tasks and utilize problem solving skills
Willing to work a flexible schedule with nights, holidays and weekends is required
Consistent attendance is a job requirement
High School Diploma or GED required
1+ years of leadership experience is required; or equivalent combination of education and experience
1+ years' experience in Guest Service, Hospitality, or Theme Park is required
Benefits
Competitive compensation package
Company
Universal Orlando Resort
For years, we’ve been creating a legacy of unforgettable experiences for our Guests.
10001+ employees
H1B Sponsorship
Universal Orlando Resort has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (8)
2023 (5)
2022 (5)
2021 (2)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Tracey Stockwell
CFO
Bobby B. Belzeski
Human Resources Business Partner
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