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Sr. Manager, VIP Experience

Company: Universal Orlando
Location: Orlando
Posted on: June 25, 2022

Job Description:

JOB SUMMARY: Responsible for managing the overall success of the VIP Experience and providing direct oversight to VIP Managers/Assistant Managers responsible for leading hourly and non-exempt staff. - Develops and executes plans to maximize revenue, provide the highest level of Guest Service, and recruit, train and develop the Team. - Demonstrates the ability to review relevant information to make decisions regarding current business and develop new premium offerings. - Leads VIP Team in building partnerships across departments and maintains a strong executive presence. - -MAJOR RESPONSIBILITIES:

  • Oversees the planning, forecasting and operation of the VIP Experience Team. Builds and maintains strong partnerships with Marketing, Public Relations, Sales, Production, Entertainment, Tech Services, Merchandise, Food & Beverage and Business Analytics to provide high-quality VIP Experience for Guests. Performs as VIP Experience Manager on Duty and park duty manager, as assigned.
  • Coordinates the recruitment, hiring and training of exempt and hourly staff. - - Provides performance feedback to exempt and hourly leadership team. Gives giving direction on how to handle, solve and prevent situations, and works directly with the team to develop communication, decision making and reasoning skills. Creates development plans and ensures direct reports are meeting all objectives and accountabilities. Provides direction for Assistant Manager, Supervisor and team member disciplinary actions and collaborates with HR team when necessary for guidance. - Focus on initiatives that boost GSAT and TSAT scores.
  • Responsible for all aspects of the guest experience including ongoing education and training, comment recording, and review of comment trends. Responsible for monitoring industry trends to continue to provide world class service. - - - Ensures guest issues are responded to appropriately and consistently
  • Manages labor, non-labor and special event budgets. Reviews revenue trends and works with key partners to develop and execute plans to maximize revenue. Works with Finance and Business Analytics to accurately adjust revenue and expense forecasts.
  • Manages planning and execution of marquee events throughout the year evaluating the guest impact and identifying solutions to minimize impact and resolve concerns. - Works with marketing and other key partners to develop and enhance premium services and products.
  • Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
  • Performs other duties as assigned. -EDUCATION: -Bachelors degree from a four-year college or university in Hospitality or Business Administration required. -EXPERIENCE: -8+ years guest service management experience required; or equivalent combination of education and experience -ADDITIONAL INFORMATION: This role is responsible for developing and enhancing new tour products in anticipation for Resort growth. - Ability to exchange information which requires tact and/or diplomacy with Guests and other UO departments is required. The schedule for this role will vary to include both opening and closing responsibilities and must be flexible in supporting the demand of the operation. -Your talent, skills and experience will be rewarded with a competitive compensation package. -Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means. - -Universal Orlando Resort. Here you can. -Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & 2022 Universal Studios. All rights reserved. EOE#Park Operations 3025Required
    Preferred
    Job Industries
    • Customer Service

Keywords: Universal Orlando, Orlando , Sr. Manager, VIP Experience, Executive , Orlando, Florida

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