NBCUniversal
Entertainment
SupervisorGuestExperience
“Supervisor Guest Experience at NBCUniversal. Skills: Guest satisfaction, Team development, Service quality. Mentor and counsel Team Members. Enforce policies and procedures”
What You'll Achieve.
Exceeding guest expectations; Enhance guest service quality; Elevate guest satisfaction; Elevate team satisfaction
Industry & Context.
Problem-solving skills; Conflict resolution
Available for weekends, Available for holidays, Available for nights, On-site work required
What They're Looking For.
Must Have
High school diploma or equivalent, Guest service experience, Conflict resolution experience, Interpersonal skills, Analytical skills, Proficient in Microsoft Office, Anticipate needs and initiate action, 1 year leadership experience, Excellent written skills, Excellent verbal skills, Available to work weekends, Available to work holidays, Available to work nights
Nice to Have
Theme Park Operations knowledge, Bachelor's Degree, Experience managing in a union environment, Excellent problem/resolution skills, Outstanding communications skills, Active listening skills, Demonstrated ability to motivate team, Demonstrated ability to engage team, Ability to prioritize workload, Ability to multitask, Sound judgment, Independent thinking, Proactive thinker, Hospitality background
What You'll Do.
Mentor and counsel Team Members
Enforce policies and procedures
Uphold Environmental Health and Safety standards
Build internal cross departmental relationships
Coordinate development planning
Coordinate training for Leads
Coordinate training for Team Members
Complete administrative responsibilities
Manage team member schedules
Reconcile time and attendance
Prepare weekly labor summaries
Partner with Park Operations Management
Investigate and ensure service recovery
Investigate incidents
Ensure proper closing out of incidents
Ensure follow-up of incidents
Ensure resolution of incidents
Engage in crisis management
Assist Manager in hiring
Assist Manager in training
Assist Manager in development
Analyze training material
Conduct one-on-one performance reviews
Conduct annual evaluations
Manage associate performance
Observe associate performance
Implement proper coaching
Support Guest Satisfaction programs
Support Team Member Satisfaction programs
Build culture of Team Member rewards
Build culture of Team Member recognition
Ensure collective bargaining agreements are upheld
Maintain positive union relationships
Investigate Team Member concerns
Investigate Guest concerns
Investigate Team Member complaints
Investigate Guest complaints
Implement best practices
Monitor best practices
Act as a duty manager
Support area coverage
Maintain labor departmental budgets
Maintain non-labor departmental budgets
Oversee hourly Team Members
Provide direction to Team Members
Provide coaching to Team Members
Supervise team members' workflow
Set leadership standards
Guide work locations efficiency
Build internal relationships
Ensure team members exceed expectations
Perform other duties as assigned
How You'll Work.
Team & Collaboration
Cross departmental relationships; Park Operations Management; HR and Labor Relations
Communication Scope
Written skills; Verbal skills; Communications skills
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