Director, Attractions Operations at Universal Orlando Resort (Orlando, FL)

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Job Description & Requirements

JOB SUMMARY: Oversees all attractions at a UO Theme Park. Leads a Management team of over 35 members of varying levels of exempt management responsible for managing day to day ride and show park operational functions. Establishes and oversees the planning and execution of annual accountabilities and objectives for the Department as well as alignment with UPR policies and procedures.

MAJOR RESPONSIBILITIES:
  • Accountable for the overall safe operation of the attractions including compliance training, incident reporting, and reviewing ride surveillance. Responsible for monitoring industry trends and ensuring compliance with UPR and ASTM standards. Oversees procedural changes to the operation including Tech Services and Engineering programming changes. Creates standards, procedures and accountability metrics for ride operation, training and safety. This includes reviewing and approving all final document changes related to operating and training policies and procedures. Works with UPR partners to ensure consistency in policy and procedures at similar venues across parks. Regularly reviews and provides input on the Operational Performance Specification.
  • Manages all aspects of the operation of all rides and attractions of a park. This includes show quality, guest service standards, team member satisfaction, cleanliness, facility upkeep, safety, training, efficiency, budgeting, and overseeing approximately 1,000+ hourly team members in addition to directly leading the Management team of that park. Partners with Senior Leadership in regards to attraction incidents. Responsible for making final decisions in the field regarding rider safety.
  • Coordinates the recruitment, hiring and training of exempt staff. Directly oversees the Attractions Sr. Managers while leading coaching and mentoring Managers, Assistant Managers and Supervisors by providing feedback on performance. Ensures management team is meeting all objectives and accountabilities. Listens to TM appeals and communicates decisions to HR.
  • Analyzes daily Finance flash reports, ride operation statistics, downtime reports, GSAT and Guest Comment reports and ride incident reports and video to stay in tune with the guest experience and establishes strategic plans based on observed trends.
  • Works with Project Manager to prioritize discretionary and capital planning. Develops and adheres to labor and non-labor budgets and looks for ways to improve overall efficiency of attractions operations. Manages consumable inventory such as 3D glasses and items for children's play areas as well as revenue generating areas associated with each attraction such as the attraction lockers and dryers. Reviews financial results to ensure goals are met.
  • In collaboration with the Attraction Operations Development team, reviews and provides input on design reviews and the established operating training materials. Supports the Universal Express program including technology management, auditing and daily operational support.
  • Manages planning and executing of marquee events throughout the year including Grad events, Halloween Horror Nights, Rock the Universe, Mardi Gras, and Winter Holiday events. Works with leaders in all divisions/departments to ensure common goals are understood and achieved.
  • 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.

SCOPE: Oversees all GSAT, TSAT, Safety, and financial aspects of Attractions Operations.

EDUCATION:
  • High school degree or GED required.
  • Bachelor's degree from a four-year college or university in Communications, Business Administration or Hospitality preferred.

EXPERIENCE: 7-10 or years large scale park operations experience with 3 or more years leadership experience required; or equivalent combination of education and experience.

CERTIFICATIONS, LICENSES, REGISTRATIONS:
  • NAARSO or AIMS Certification preferred.
  • Basic knowledge of ASTM, ADA, and OSHA standards helpful.

ADDITIONAL INFORMATION: Some travel required for certifications and UPR conferences.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

Universal Orlando Resort. Here you can.

Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2022 Universal Studios. All rights reserved. EOE
More Information on Universal Orlando Resort
Universal Orlando Resort operates in the Kids + Family industry. The company is located in Orlando, FL. Universal Orlando Resort was founded in 1990. It has 10001 total employees. It offers perks and benefits such as Dental Benefits, Vision Benefits, Health Insurance Benefits, 401(K), Company Equity and Employee Stock Purchase Plan. To see all 53 open jobs at Universal Orlando Resort, click here.
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