Assistant Manager Entertainment Streets

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, DreamWorks 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 www.nbcuniversal.com 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 Assistant Manager, Entertainment Operations - Streets is responsible for assisting the Manager with oversight and management of the Entertainment Streets Department, including all aspects of front and back of house operations.  The Assistant Manager will assist in managing finances, resolving operational challenges and addressing guest and/or team member issues.  While primary focus may be overseeing the day-to-day operations, some responsibility will also fall in assisting the Manager with project management and short or mid-range planning. DEPARTMENT ACCOUNTABILITIES Ensure that the Universal Studios Hollywood vision, mission & values, and Guest Service Philosophy & Standards are understood and supported across the organization. Essential Responsibilities   Cultivate and lead a culture that promotes a professional, collaborative, inspiring, fun and teamwork-driven work setting for all employees. Oversee the daily operation of a specific show venue and/or area, including managing staff and process/procedures and providing necessary support for the operations. This includes resolving operational and/or technical issues within the show venue/area, as well as handling any and all employee and/or guest situations. Lead Supervisors and front line employees in Entertainment Operations, including assignment and delegation of projects and duties, ongoing development and process improvement.  Oversee and manage both labor and non-labor budgets, including reporting variance explanations.  Work with appropriate peers/partners to adjust budgets (and appropriate tracking documents) based upon operational requirements.  Assist in planning and developing operating budget (IOP) and capital expenditures for following fiscal year.  Maintain the operational efficiency and effectiveness of venue/show, area and/or element. Ensure all elements operate effectively and that all inventories are well maintained and address/resolve any issues as they arise. Provide direction, development and support to supervisors, leads and hourly employees. Communicate feedback and address any and all performance issues, providing recognition, coaching and/or discipline when appropriate and completing employee evaluations annually. Assist in hiring, training and development of staff. Responsible to ensure an annual updated and accurate SOP/GOP available to all employees.  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.  Plan, implement and execute action plans for the department’s future success for team member satisfaction (TSAT) and guest satisfaction (GSAT), including training programs, workforce planning, and rewards and recognition programs.  Work closely and efficiently with other Entertainment Management, including Production, and park operating departments on specific needs and/or support related to the venue/area.   Ensure that collective bargaining agreements are upheld by partnering with Human Resources and Labor Relations in providing input, addressing issues and maintaining positive union relationships. Ensure that discipline is applied in accordance with company procedures and collective bargaining agreements. Periodically serve as Entertainment Department Manager on Duty (MOD). Understand and actively participate in Environmental, Health and Safety responsibilities by following established USH policy, procedures, training, and employee involvement activities. Perform other duties as assigned.        JOB DUTIES Specific Job Duties:    Maintain and oversee daily operations and staffing requirements at the venue/area in accordance with park hours and projections Ensure the stocking/ordering of supplies for the venue/area as needed. Keep team members engaged with Guest Service and reiterate the importance of the guest experience. Investigate, track, address and provide feedback to management and Guest Relations partners regarding negative guest interactions and/or comments.  Assist as needed with Guest Recovery Programs or situations, including training plan, implementation procedure, execution and any necessary or required follow up. 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. Maintain, request, repair, and replace any equipment necessary for the team to properly do