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. Responsible for maintaining knowledge of area, tech and talent to be able to address cast concerns and properly 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. Responsible for effectively communicating necessary information that pertains to the seamless operation and ensures the safety of all performers. Partners across Entertainment and Operations to ensure all safety procedures are followed and effectively communicates any issues (costuming, technical, etc.)
  
  to the appropriate teams in a timely manner.
• Leads the planning and execution of various events and shows including: pre‑production, advancement, rehearsals, production, and providing communication with all 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 and Team Member relations issues. Partners with third‑party vendors to organize rehearsals and fittings for their teams.
• Responsible for the hiring, training, coaching, counseling and development of 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 being met and addressed consistently. Manages labor budgets, creates weekly schedules for distribution to Team Members and ensures labor optimization through effective scheduling. Effectively handles and properly reports any incidents, Team Member/Guest issues and operational deficiencies.
  
  For instances involving third‑party vendors, reports issues to the appropriate third‑party contact as necessary.
• Provides coaching and show direction to performers throughout daily operation, communicates, and reinforces company and venue‑specific expectations of behavior, performance, and safety standards. Delivers show notes and feedback to performers on a regular basis to maintain and uphold show quality. Properly documents feedback and recognition through the appropriate channels. Manages the partnership with third‑party vendors and serves as key liaison by ensuring contractual obligations are followed including but not limited to 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, inclusive of training and safety, while working with 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.
• Responsible for providing department duty manager coverage for an assigned area and/or the park as needed. Duties will include responding to Guest incidents, down times, weather conditions, and effectively communicating across Operations and UKR leadership. Lead and assist with projects, seasonal initiatives, and sustainment efforts.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
• Perform…