Job Description

Ensure that the Universal Studios Hollywood vision, mission & values, and Guest Service Philosophy & Standards are understood and supported across the organization

Essential Responsibilities

• Contribute to a department culture that promotes a professional, collaborative, positive and teamwork‐ driven work setting for all employees.
• Supervise the planning and execution of entertainment events, including supporting project milestones, build procedures of training, maintain budgets, providing necessary support for partners, clients, and park operations.
• Ensure assigned projects and duties to staff members have ongoing expectations communicated.
• Assist with the creation, implementation, and management of an on‐going Action Plan to improve and maintain employee engagement and satisfaction (TSAT).
• Have knowledge and maintain all entertainment products and communicate any concerns or feedback to the appropriate stakeholder(s), including Internal Entertainment and USH partners.
• Contribute to tracking and managing non‐labor/ labor budgets, including reporting variance explanations. Work with Manager to recommend budget adjustments based upon operational requirements. Assist Manager to plan and develop operating budget (IOP) and capital expenditures for following fiscal year.
• Ensure the operational efficiency and effectiveness of administration, event entertainment, area and/or elements. Resolve any issues as they arise and seek opportunities to improve process and procedures collaborating with management, department stakeholders, employees, etc. as appropriate.
• Provide direction, development, and support to Seasonal staff, performers, partners, and employees. Communicate feedback and address all disciplinary & performance issues, providing recognition, and coaching.
• Ensure that all compliance training/requirements (i.e. Floor Warden, AMQD ride survey, etc.) appropriate area/element is developed, updated and completed in accordance with annual plan and deadlines.
• Understand and actively participate in Environmental, Health and Safety responsibilities by following established USH policy, procedures, training, and employee involvement activities. Includes completion of I&I, housekeeping and/or other safety follow‐up documentation as required for department.
• Establish and maintain effective relationships with other park department leaders and stakeholders.
• Have current knowledge of union contracts and scheduling parameters for all partnering departments.
• Ensure vendors and contract labor are actively in compliance with all USH requirements prior to work or active engagement of work.
• Demonstrate appropriate discretion with IP and proprietary information for all creative and internal communications.
• Execute other duties as assigned.

Team & Department Strategy:

• Maintain the annual calendar for all projects. Cross refence milestone documents for each project using the information from the annual calendar.
• Support team meetings once per week to review each project next steps, establish priorities, assignments and deadlines.
• Assist manager in building annual budget for both labor and non-labor needs, and ensure proper budgetary guidelines are followed throughout the year.
• Lead execution of Team Member interviews for Seasonal Supervisors and other related support positions.
• Partner with Show Quality Team and Entertainment Production to ensure standards are routinely reviewed and updated. Forge productive collaborations with each team and lead/facilitate through stages of ambiguity. Update Manager routinely where there are issues with partners.
• Contribute to After Action Review process after each project. maintain tracking of feedback that can be incorporated into future projects. Create post-project report that is shared with department leadership.

Development of Direct Reports and Seasonal Reports:

• Assist Manager with the development and execution on‐boarding and training for Seasonal Supervisors. As well as providing on‐going skills development during the course of each event.
• Ensure that tracking and relaying performance feedback, coaching and annual evaluations for seasonal supervisors and/or support personnel is assigned and executed.
• Assist in setting work expectations and leadership standards for all Seasonal Team Members who report to Entertainment Events Management during the course of the assigned event.
• Using company performance development tools, administer performance feedback, coaching and annual evaluations for direct reports.

Project Planning and Advancing:

• Partner with Entertainment Production and other Park partners to ensure a seamless transition between pre-production phase of project planning and the event operation for Team Members and Guests.
• Partner with Guest Relations, Operational Excellence and Corporate Security to ensure our operating plans are shared before opening each project.
• Maintain up-to-date SOPs and training curriculum/procedures for all recurring projects (i.e. HHN, Grinchmas, etc.).

Event Specific Responsibilities

• Supervise various sized teams in the execution of events including seasonal and fulltime staff. Ensuring that all operating components are in accordance with department and company standards.

• Contact Manager when situations in the field escalate to involve other partners.

• Maintain up-to-date distribution list and contact information for the venue/area team. Ensure department partners (i.e. HR, Workforce Planning, etc.) have updated information regularly.

• Ensure the Maintenance request, repair, and replacement of any equipment necessary for the team to properly do their jobs (radios, earpieces,etc.) .

• Ensure that employee schedules are accurate and up to date and that the venue/area is able to support the operation, including special events.

• Provide direction, development and support to supervisors and hourly employees. Communicate feedback and address any and all performance issues, providing praise, recognition, coaching and/or discipline when appropriate. Maintain accurate employee coaching tracking log.

• Keep track of all Job Performance Logs and send to Manager minimum weekly, or timeline established by Manager.

• Assist in tracking and relaying performance feedback, coaching and annual evaluations for Direct reports/ seasonal supervisors and/or support personnel as assigned.

• Ensure that monthly safety housekeeping venue inspections are completed.

• Keep track of vendor contact information and forge/maintain positive, collaborative relationships with internal and external partners, including appropriate payment for work performed.

• Collaborate with the Manager to create and maintain the department budget in accordance with company procedures. Follow all company procedures for using purchase orders and submitting invoices and receipts.

• Maintain up-to-date SOPs and training curriculum/procedures.

• Develop and implement safety standards to reduce and prevent Injury & Illness cases. Investigate and close out all injury and illness reports within 72 hours of notification. Ensure Housekeeping Inspections are completed as applicable.

• Ensure the review and approval of all hourly staff time and attendance forms for accuracy

• Supervise Day to Day planning & operation

• Attend meetings as assigned by Manager.

• Serve as designated Duty Manager for the Entertainment Operations Department when needed.

• Send WIM report to your Manager every Wednesday end of day.

• Send weekly/ event progress, financial and labor reporting to manager and stakeholders.

• Assist in conducting employee investigations and/or disciplinary actions, ensuring they are conducted appropriately and timely, in accordance with company policies and procedures.

• Submit requests for vacations, leaves of absences, and days off through management using the ETR system.

• Other duties as assigned.

Salary Range: $69,000 - $75,000

Qualifications

USH Entertainment Department is committed to promoting a collaborative, productive, and engaging workplace for all Team Members. We require Managers and Supervisors to lead by example promoting a professional, inspiring, fun, and teamwork-oriented work culture.

General Knowledge and Skills Required: Managers shall have the ability to read, interpret and follow documents such as safety rules, operating and maintenance instructions and procedure manuals. The Manager shall be able to write reports, business correspondence and procedure manuals. Manager will be able to effectively communicate, present information, and answer questions in one-on-one and group settings.

Communicating and influencing: Managers are required to communicate effectively with people at all levels in the organization, including providing specific, timely feedback to managers and others to work together more effectively.

Managing Others: Identify required skills and criteria to ensure best quality hiring. Demonstrate the ability to assess performance and take appropriate coaching, corrective action, or termination if necessary. Provide associates with all the information, history and resources they need to do their jobs and to feel a partnership with the organization. Coach and develop Team Members for current and future responsibilities. Communicate performance goals and standards routinely so that Team Members understand expectations and how they are linked to organization and department vision, values, and goals. Provide regular, specific feedback that Team Members can use to continuously improve performance. Demonstrate a commitment to organizational initiatives with words and actions. Encourage Team Members to contribute; recognizing, reinforcing, and rewarding contributions. Encourage Team Members to be innovative and willing to take risks, tolerating well-intentioned mistakes.

Quality and partner focus: Continuously look for ways to refine and improve work processes to achieve better results. Follow through on commitments made to internal and external partners.

QUALIFICATIONS & KEY COMPETENCIES

Maximizing resources: Work collaboratively with all Team Members in the organization and support others when requested. Seek expertise, advice, and perspectives from a variety of sources both within and outside the organization to ensure a high work standard and an engaging culture for Team Members. Maintain a productive balance between the concern for people and concern for work results.

Project Management: Design/develop plans for accomplishing objectives, monitoring status, and providing regular status updates. Provide relevant information to others in a timely manner and follow through with commitments made to others. Recognize the broader implications of a project; doing all that should be done, not just as directed.

Learning and adapting: Remain productive during periods of ambiguity, uncertainty and change. Demonstrate a willingness to take on new challenges, responsibilities, and assignments. Proactively utilize slower periods to improve work and or work environment; equipment maintenance, archiving, general organization, etc.

Leadership: Set a positive, productive and communicative tone as a leader in the department. Partner with the leadership team when representing policies and procedures, remaining positive with Team Members, and voicing concerns directly to leadership. Consistently exhibit an “open door” demeanor which fosters approachability, professionalism and openness. Be available to all Team Members equally, treating all Team Members fairly. Promote healthy, collaborative and positive tone/vibe in venues, areas and/or elements.

The Assistant Manager, Events is required to walk; reach with hands and arms; stoop, kneel, crouch, and crawl; and see, talk, and hear. The Manager must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds.

Additional Information

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

NBCUniversal will consider for employment qualified applicants with criminal histories, or arrest or conviction records, in a manner consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to AccessibilitySupport@nbcuni.com.