Universal Orlando Resort · 1 day ago
Assistant Manager, Team Member Experience & Services - Universal Kids Resort
Frisco, TX
Full-time
Onsite
Entry, Mid Level
2+ years expUniversal Orlando Resort is a leading entertainment destination, and they are seeking an Assistant Manager for Team Member Experience & Services. The role involves overseeing HR services, managing Team Member engagement activities, and ensuring effective communication and execution of HR programs.
Entertainment
Responsibilities
Resolves all inquiries related to Talent & Culture and related policies, procedures and transactions using HR systems and service center technologies while consistently demonstrating superior Guest service skills. Ensures all Team Members are meeting all established expectations and providing a consistent, high quality level of service
Responsible for all aspects of company-wide Team Member Engagement and HR events to include creative concepts and logistical planning. In partnership with direct leader, develops budget and ensures execution to plan. Serves as project lead for timelines, marketing, staffing of events, and measurement data follow-up. Partners with various departments (such as Internal Communications, Catering, Events, Entertainment, Security and Operations) to ensure flawless execution
Manages the daily and monthly administration of UKR recognition, service, and reward programs. Develops and maintains tracking metrics, reviews and updates program policies and SOPs regularly. Ensures quality services and effective administration and presentation of programs to Team Members and contingency workers where applicable. Serves as primary liaison between the company and vendors to ensure contract compliance and service delivery. Analyzes program participation metrics to measure value to Team Members and uses data to provide enhancement and change recommendations. Partners with relevant UDX Centers of Excellence for alignment
Oversees and supports with first-level escalation of questions and uses judgement to determine appropriate resolution or the need to escalate. Delivers on knowledge of HR policies and regulations to ensure compliance and staff knowledge. Communicates relevant information to HR teams, Operational Leaders and HR Senior Leadership on Service Center trends and resources provided to Team Members. Provides reporting of utilization of Human Resources Service Center to include types of cases, time submission of cases, response time and other analytical data that helps to support the level of service provided
Serves as an interface between internal/external customers and functional Team Members to ensure effective definition of and delivery of services. Responsible for ensuring adequate communication of services so Team Members are fully aware of services and resources available. Recommends enhancement/changes to service level of knowledge and responsible for reaching out to partners in moving forward with implementation of these changes
Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities
Perform other duties as assigned
Qualification
Required
Oversees and facilitates all aspects of the Human Resources Services Center function and the development and execution of property-wide Team Member engagement activities
Partners with Universal Destinations and Experiences (UDX) Centers of Excellence for alignment with recognition and Team Member event programming
Performs supervisory duties including training, coaching, mentoring, task assignment, performance evaluations, and allocation of staff and resources
Resolves all inquiries related to Talent & Culture and related policies, procedures and transactions using HR systems and service center technologies while consistently demonstrating superior Guest service skills
Ensures all Team Members are meeting all established expectations and providing a consistent, high quality level of service
Responsible for all aspects of company-wide Team Member Engagement and HR events to include creative concepts and logistical planning
In partnership with direct leader, develops budget and ensures execution to plan
Serves as project lead for timelines, marketing, staffing of events, and measurement data follow-up
Partners with various departments (such as Internal Communications, Catering, Events, Entertainment, Security and Operations) to ensure flawless execution
Manages the daily and monthly administration of UKR recognition, service, and reward programs
Develops and maintains tracking metrics, reviews and updates program policies and SOPs regularly
Ensures quality services and effective administration and presentation of programs to Team Members and contingency workers where applicable
Serves as primary liaison between the company and vendors to ensure contract compliance and service delivery
Analyzes program participation metrics to measure value to Team Members and uses data to provide enhancement and change recommendations
Partners with relevant UDX Centers of Excellence for alignment
Oversees and supports with first-level escalation of questions and uses judgement to determine appropriate resolution or the need to escalate
Delivers on knowledge of HR policies and regulations to ensure compliance and staff knowledge
Communicates relevant information to HR teams, Operational Leaders and HR Senior Leadership on Service Center trends and resources provided to Team Members
Provides reporting of utilization of Human Resources Service Center to include types of cases, time submission of cases, response time and other analytical data that helps to support the level of service provided
Serves as an interface between internal/external customers and functional Team Members to ensure effective definition of and delivery of services
Responsible for ensuring adequate communication of services so Team Members are fully aware of services and resources available
Recommends enhancement/changes to service level of knowledge and responsible for reaching out to partners in moving forward with implementation of these changes
Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities
Perform other duties as assigned
Bachelor's degree in Human Resources or related field preferred
2+ years of experience in a leadership role working in event planning, hospitality operations, Human Resources administration or project management administration or equivalent combination of education and experience preferred
Preferred
Bachelor's degree in Human Resources or related field preferred
2+ years of experience in a leadership role working in event planning, hospitality operations, Human Resources administration or project management administration or equivalent combination of education and experience preferred
Company
Universal Orlando Resort
For years, we’ve been creating a legacy of unforgettable experiences for our Guests.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Tracey Stockwell
CFO
Bobby B. Belzeski
Human Resources Business Partner
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