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Manager Entertainment Operations

4 months ago

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