Supervisor Guest Experience

Location: Universal City

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our global theme park destinations, consumer products, and experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, NBC Sports, Telemundo, NBC Local Stations, Bravo, and Peacock, our premium ad-supported streaming service.

We produce and distribute premier filmed entertainment and programming through our powerhouse film and television studios, including Universal Pictures, Dream Works Animation, and Focus Features, and the four global television studios under the Universal Studio Group banner, and operate industry-leading theme parks and experiences around the world through Universal Destinations & Experiences, including Universal Orlando Resort, home to Universal Epic Universe, and Universal Studios Hollywood.

NBCUniversal is a subsidiary of Comcast Corporation. Visit  for more information.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

The Supervisor, Guest Experience plays a pivotal role in ensuring exceptional guest satisfaction by resolving challenges with empathy, efficiency, and a commitment to exceeding guest expectations. This position leads a team dedicated to high-standard service across the Guest Relations Front Desk, Guest Services, Visa Lounge, and Lost & Found areas, acting quickly and thoughtfully to address a wide range of guest concerns and recovery scenarios.

The Supervisor will actively collaborate with all departments across the theme park to provide seamless solutions that prioritize the guest experience, turning potential conflicts into opportunities for memorable service.

Key responsibilities also include fostering a positive, inclusive team culture that values collaboration, continuous improvement, and team member growth. This role is dedicated to developing each Guest Relations and Guest Services team member, providing mentorship and support to enhance their problem-solving skills and service abilities. Additional responsibilities involve enhancing guest service quality through clear, actionable service goals to identify and help implement strategic changes that elevate both guest and team satisfaction.

This role requires a proactive leader who can navigate complex guest needs and recovery situations, fostering positive relationships and ensuring service excellence at every touchpoint.

Responsibilities:

+ Mentors and counsels Team Members while enforcing policies and procedures ensuring compliance of departmental standards.

+ Upholds our Environmental Health and Safety standards.

+ Builds internal cross departmental relationships to maximize efficiency and effectiveness.

+ Works closely with Manager and Assistant Manager to coordinate development planning and training for Leads and Team Members.

+ Completion of administrative responsibilities for the department to include team member schedules, time and attendance reconciliation and weekly labor summaries.

+ Partner with Park Operations Management to investigate and ensure closed loop service recovery.

+ Investigates incidents that occur within Guest Relations and Guest Services, including employee/guests' complaints to ensure proper closing out, follow-up, and overall resolution of all incidents.

+ Engages in crisis management including guests' and employee Medical/Emergency situations.

+ Assists Manager in the hiring, training and development of Team Members. Works with Management to analyze training material to ensure updates occur.

+ Conducts one-on-one performance reviews and annual evaluations for Team Members.

+ Manages and observes associate's performance to ensure proper coaching and training are implemented.

+ Supports and implements Team Member and Guest Satisfaction programs (TSAT/GSAT).

+ Builds a culture of Team Member rewards and recognition using company and department tools.

+ Ensures that collective bargaining agreements are upheld by partnering with HR and Labor Relations to maintain positive union relationships.

+ Investigates incidents including Team Member/Guest concerns and/or complaints.

+ Leads by example by modeling the Core Values.

+ Seeks, implements, and monitors best practices.

+ Acts as a duty manager to support area coverage.

+ Maintains both labor and non-labor departmental budgets.

+ Oversees hourly Team Members, providing direction and coaching.

+ Responsible for supervising team members' workflow, setting leadership standards, and guiding work locations efficiency.  Builds internal relationships ensure our team members are exceeding…