Assistant Manager Entertainment Streets

About the Role

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

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

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.

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.