Manager Entertainment Operations

Manager Entertainment Operations

• 100 Universal City Plaza, Universal City, CALIFORNIA
• Full-time
• Business Segment: Universal Studios Hollywood

Company Description

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation. 

Each day Universal Studios Hollywood creates unforgettable experiences for our guests from around the world. We bring to life the ultimate Hollywood experience with our real working movie studio and heart-pounding rides, shows and attractions that put you inside some of the world’s most popular movies and TV shows. USH offers something for everyone from thrill seekers to movie lovers to family fun for all ages. Our Team Members are passionate individuals who create memorable moments whether it’s on the studio lot, or in our conference rooms, theaters, or kitchens. We believe in the talent of our team members. It’s our passion and commitment to excellence that drives our business to succeed in everything we do across the park. We believe in a culture of family and fun, here you can make a difference and build your career! 

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we’ll continue to create and deliver content that reflects the current and ever-changing face of the world.  

Job Description

SUMMARY

• The Manager, Entertainment Operations - E1 oversees the day-to-day operations of the Entertainment Department to ensure smooth and efficient operation. This includes character deployment and show operations & schedules, guest and team member safety & concerns, show quality, show penetration, downtime, overall guest flow, guest situations/guest recovery, park and BOH cleanliness, and overall venue/park environment/atmosphere. In addition, this Manager will have some oversite and administrative accountabilities for the larger overall E-1 program. This Manager is also expected to be “In The Know” of overall Entertainment Department business, how it relates/integrates into the overall park business and facilitate communication between all appropriate partners, management and/or stakeholders. The Manager is responsible to forge collaborative, productive relationships with key department partners to coordinate projects, maintain overall product quality, and ensures policies and procedures are consistently maintained. They may also be required to assist with administrative functions and/or special projects as needed to support the department.

DEPARTMENT ACCOUNTABILITIES & JOB DUTIES

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

1. Essential Accountabilities:

• Cultivate and lead a department culture that promotes a professional, collaborative, inspiring, fun and teamwork-driven work setting for all employees. Be the advocate for the guest and team member experience.
• Oversee the daily operation of Entertainment elements in the park, including managing staff and process/procedures, and providing necessary direction and/or support for guests, employees and operations.
• Be the conduit of communication between individual Entertainment venues/elements, partner park operating groups (Command Center, X1, Food, Retail Attractions, Park Services, etc.) and Entertainment Senior Management to plan course of action, relay information and provide status updates. This includes general operations and incident management regarding Shows, Performers, Entertainment Production & Entertainment Events, as well as major guest and team member situations.
• Oversee investigation procedures relating to show and performer incidents. Assists the Incident Commander and Venue Management with completing and distributing the required incident documentation.
• Support the creation, implementation, execution and management of any departmental on-going Action Plans to improve and maintain guest and/or team member engagement and satisfaction (GSAT & TSAT). Represent Entertainment and provide support to Neighborhoods initiatives as needed.
• Have knowledge and maintain show quality across all entertainment products and communicate any concerns or feedback to the appropriate stakeholder(s), including Venue Management and Show Quality Team.
• Have overall knowledge and awareness of Entertainment operating budgets, both labor and non-labor, to assist venue management with day to day operating decisions related to budget.
• Oversee the operational efficiency and effectiveness of administration, venue/show, area and/or elements. Resolve any issues as they arise, and seek opportunities to improve process and procedures collaborating with stakeholders, employees, etc. as appropriate.
• Provide direction, development and support to supervisors, leads and hourly employees. Communicate feedback and address any and all performance issues, providing recognition, coaching.
• Assist venue management with compliance training/requirements (i.e. Floor Warden, AMQD ride survey, etc.) for the department. 
• 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.
• Represent the Entertainment Department as the Manager on Duty (E1) for specific operating days.
• Create and publish the weekly E-1 schedule.
• Assist in the training and onboarding of all new E-1 candidates.
• Perform other duties as assigned.

Qualifications

QUALIFICATIONS & KEY COMPETENCIES

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

General Knowledge and Skills Required: The Manager, Entertainment Operations 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. In addition, the manager should have a basic understanding of the Park wide Neighborhoods initiative. 

Communicating and influencing: Communicate effectively with people at all levels in the organization. Give specific, timely feedback to managers and others to work together more effectively. Contribute to an enthusiastic, positive work climate that energizes others.

Managing Others: Identify required skills and criteria to ensure best quality hiring. Demonstrate the ability to assess performance and take appropriate corrective action up to 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 company members for current and future responsibilities. Communicate performance goals and standards routinely so that company members understand expectations and how they are linked to organization and department vision, values, and goals. Provide regular, specific feedback that employees can use to continuously improve performance. Demonstrate a commitment to organizational initiatives with words and actions. Encourage employees to contribute; recognizing, reinforcing, and rewarding contributions. Encourage employees 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 employees 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 employees. Maintain a productive balance between the concern for people and concern for work results.

Project Management: 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 employees, and voicing concerns directly to senior management. Consistently exhibit an “open door” demeanor which fosters approachability, professionalism and openness. Be available to all employees equally, treating all employees fairly. Promote healthy, collaborative and positive tone/vibe in venues, areas and/or elements.

PHYSICAL DEMANDS

The Manager, Entertainment Operations 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. 

o Required On-Site: This position is required to be performed full-time from an NBCUniversal-designated worksite.

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $75k- $90k 

Additional Information

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 in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

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