Assistant Manager, Entertainment Operations - Universal Kids Resort

Job Summary

Responsible for the day-to-day operations of entertainment offerings as Universal Kids Resort (UKR). Provides supervision and direction to performers to ensure the successful staffing and execution of all Universal Kids Resort shows and entertainment offerings. Maintains knowledge of area, tech and talent to address cast concerns and disseminate tech information to the appropriate technical teams. Collaborates across Operations leadership and Production teams to determine strategies and operational efficiencies to execute special/seasonal events and ensure the successful completion of all tasks and assignments.

Acts as a liaison and manages the relationship with third-party vendors responsible for stage and event productions.

• Responsible for the daily operation of the Entertainment Operations team overseeing various performers, animated character meet-n-greets, shows and other entertainment offerings, ensuring their operational readiness. Communicates necessary information pertaining to seamless operation and safety of all performers. Partners across Entertainment and Operations to ensure all safety procedures are followed and communicates issues (costuming, technical, etc.) to the appropriate teams in a timely manner.
• Leads the planning and execution of events and shows including pre-production, advancement, rehearsals, production, and communication with necessary counterparts within Universal Kids Resort. Provides guidance and oversight to hourly Entertainment Operations Team Members. Proactively identifies and resolves items that could lead to operational or Team Member relations issues. Partners with third-party vendors to organize rehearsals and fittings for their teams.
• Responsible for hiring, training, coaching, counseling and development of the Entertainment Operations team. Drives initiatives to increase Team Member satisfaction (TSAT) and Guest satisfaction (GSAT). Ensures labor goals, efficiencies, safety, Guest service and quality standards are met. Manages labor budgets, creates weekly schedules for distribution to Team Members and ensures labor optimization through effective scheduling. Reports incidents, Team Member/Guest issues and operational deficiencies.
  
  For third-party vendors, reports issues to the appropriate third-party contact as necessary.
• Provides coaching and show direction to performers, communicating and reinforcing company and venue-specific expectations of behavior, performance, and safety standards. Delivers show notes and feedback to performers regularly to maintain show quality. Documents feedback and recognition through the appropriate channels. Manages partnerships with third-party vendors and ensures contractual obligations are followed, including show quality, operating hours/show times, safety, Guest service, and financial reporting.
  
  Monitors the quality and effectiveness of work of third-party vendors.
• Enforces department policies and procedures with Entertainment Operations team, including training and safety, while working with the reporting leader to identify and develop new departmental policies and procedures. Collaborates across departments to ensure operational decisions, changes to standard operating procedures, and a focus on operational efficiencies are communicated and implemented.
• Provides department duty manager coverage for an assigned area and/or the park as needed. Duties include responding to Guest incidents, down times, weather conditions, and communicating across Operations and UKR leadership. Leads and assists with projects, seasonal initiatives, and sustainment efforts.
• Actively participates in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
• Perform other duties as assigned.

• Supervises a Non-Exempt team.

• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• May cover an area with multiple venues depending on scheduling and business needs. Manages daily labor budgets and is responsible for the safe, efficient…