Supervisor, Entrance Operations Admissions -Universal Epic Universe

Universal Orlando Resort - Orlando, FL

Full-time - Mid Level

Orlando, FL

Accommodation

About the position

The Supervisor of Entrance Operations at Universal Orlando Resort is responsible for overseeing sales training and production within the Entrance Operations Team. This role focuses on enhancing service quality and sales performance through direct supervision, coaching, and feedback. The supervisor will work closely with team members to ensure adherence to sales techniques and guest service standards, while also managing performance metrics and operational efficiency.

Responsibilities

• Supervise Leads and Team Members to maintain the Universal Orlando 'Sales Through Service' process.
• Coach, train, and provide feedback based on sales observations, holding Team Members accountable for improving sales interactions.
• Monitor positive and negative behaviors towards guests and follow up on Guest comments with team members.
• Ensure guest service standards are upheld by holding Team Members accountable for their service interactions.
• Provide and review monthly sales and service report cards with all Team Members.
• Monitor Daily, Weekly, and Monthly Sales goals to ensure product targets are being achieved and communicate guest trends.
• Prepare daily and weekly booth review report cards for Team Members showing performance and areas of improvement.
• Measure sales and service performance for each Team Member and hold them accountable to meet predetermined expectations.
• Provide recommendations on how to continue a 'one-stop shopping' experience and identify procedural efficiencies and improvements.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy and procedures.

Requirements

• High school degree or GED required; Associate's degree (AA) or equivalent from a two-year college or technical school preferred.
• 1-3 years of sales and supervisory experience, and cash handling experience required; or equivalent combination of education and experience.
• Ability to read and interpret documents such as safety rules and procedure manuals.
• Ability to write reports and effectively present information in one-on-one and small group situations.

Nice-to-haves

• Experience with Microsoft Office.
• Strong organizational skills.
• Knowledge of safety procedures.

Benefits

• On-the-job training
• Competitive compensation package