Supervisor, Attractions Operations – Universal Epic Universe

Universal Orlando•Orlando, FL

About The Position

JOB SUMMARY: Responsible for specific venue and area supervision within the park. Oversees numerous direct reports, relevant to the size of the attraction, including but not limited to Leads, Captains, Trainers, and Attendants. Use analytical skills to ensure that the assigned venues meet departmental standards for Guest satisfaction, Team Member satisfaction, and financial goals while maintaining the highest safety standards at all times. Supports effective communication and implementation of key strategic business initiatives, ensuring clear accountability and consistent progress updates. Continuously evaluates operational effectiveness to drive performance and fosters a culture of continuous improvement.

Requirements

1+ year of supervisory experience required; or equivalent combination of education and experience.

Nice To Haves

Associate’s degree (AA) or equivalent from a college or technical school preferred.

Responsibilities

Supervises and oversees the daily operation of rides and shows to ensure proper staffing, capacity, efficiencies, crowd control and Guest service standards are being met.
Performs coverage of a specific attraction (or multiple attractions), leading others through safety critical duties, responsible for overseeing the operation, responds to Guest and operational issues, communicates with various operational partners and is the first responder to operational and Guest issues.
Drives team engagement by understanding Team Member friction points while recognizing exceptional service and addressing service gaps in real time. Coaches and advises Team Members on best practices and their ownership of the guest experience. Fosters a positive, inclusive work environment. Demonstrate a positive reputation through building relationships that drive results.
Responsible for developing, coaching and counseling hourly Team Leaders and Attraction Attendants. Investigates, prepares and administers documentation, including but not limited to Team Member progressive discipline and performance evaluations. Provide guidance by creating personalized development plans that highlight individual strengths, identify growth opportunities, and address key learning needs.
Maintains positive relationships with partners in other Universal Orlando Resort (UOR) departments to ensure that departmental goals are being met while maintaining UOR standards.
Responsible for maintaining the quality, cleanliness and facility maintenance standards to ensure the assigned venues and back of house areas are “Show Ready” for our guests and team members at all times.
Manages, monitors, and tracks labor and supply budgets for assigned attractions. Analyzes and responds to various reports and trends including but not limited to utilized labor, Express usage trends, Guest comments, capacity, downtimes, and incident reports.
Identifies and presents strategic business enhancements to exempt and hourly teams, ensures accountability through regular updates, and evaluates effectiveness to drive continuous improvement.
Ensures the safety of Guests and Team Members by reviewing and revising safety practices and procedures and responds to potentially unsafe conditions. Utilizes resources to track, analyze, and understand findings and trends (injuries, safety infractions, safety audits). Regularly creating/updating plans to strategically mitigate concerns and address knowledge gaps. Coaches and uses counseling forms to document and maintain safe Team Member actions in accordance with UOR policy.
Prioritizes both Guest and Team Member satisfaction by ensuring adherence to UOR service standards. Actively supports Team Members in delivering exceptional guest experiences while fostering a safe, efficient, and welcoming environment. Ensure that Team Member and Guest initiatives and programs are in place to keep the workplace fun while increasing overall job engagement and efficiency. Consistently walks and reviews area, involving leaders and partners to ensure operational standards are upheld and promptly address any issues or concerns.
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.