Job Abstract

The Assistant Manager, Entertainment Operations - Costume Operations is responsible for assisting the Entertainment Costume Operations Manager with overseeing the day-to-day operations of the Costume Department, including all aspects of front and back of house operations.  The Assistant Manager will play a key role in managing finances, resolving operational challenges, reviewing and/or revising process and procedure when necessary and addressing guest and/or team member issues.  While the primary focus will be supporting the scope for ongoing Entertainment costume operations and events, there may be some responsibility in also assisting with project management and short or mid-range planning and preparations.

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 costume venues and areas, including managing staff and process/procedures and providing necessary support for the operations. This includes resolving operational and technical issues within the venues/areas, as well as handling 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.
• Maintain both labor and non-labor departmental budgets. Develop operating budgets and adjust operations as necessary to identify issues or opportunities and control budgets.
• Maintain and pro-actively address any concerns with character and show costumes, including but not limited to fit, function and quality.
• Maintain the operational efficiency and effectiveness of venue/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 performance issues, providing recognition, coaching and/or discipline when appropriate and complete 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 appropriate to area/element are developed, updated and completed in accordance with annual plan and deadlines.
• Help develop and create weekly work scheduling templates for employees.
• Plan and implement action plans for the department’s future success for employee 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.
• 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.

Manage Employee and Guest Service:

• Maintain and oversee daily operations and staffing requirements at the venues in accordance with park hours and projections.
• Manage and oversee the stocking of supplies and ordering as needed per venue/area.
• Maintain up-to-date distribution list and contact information for Costume Operation Team. Ensure department partners (i.e., HR, Workforce Planning, etc.) have updated information regularly.
• Assure that show schedules and employee schedules are accurate and up to date.
• Maintain accurate employee coaching tracking log.
• Provide continuous feedback to employees and answer questions or concerns within 72 hours of notification.
• Keep track of vendor contact information and forge/maintain positive, collaborative relationships with internal and external partners.
• Coordinate shipping/receiving of costumes, parts, pieces and accessories in support of overall business as needed and appropriate.
• Collaborate with the Director to create and maintain the department budget in accordance with company procedures. Follow all company procedures for using purchase orders and submitting invoices and receipts.
• Ensure that all employee investigations are closed out within 15 days, allowing HR and LR time to review and approve final IR.
• Investigate and close out all injury and illness report within 72 hours of notification.
• Ensure that vendors are paid within NET terms agreements.
• Ensure that the Employee of the Month initiative is delivered prior to scheduled deadlines.
• Ensure that team meetings are scheduled and coordinated on a monthly and quarterly basis, or as otherwise directed by the Manager.
• Manage the use of the employee recognition program Achievers and ensure that employees are registered and are participating.
• Mentor and partner with Costume Operations Supervisors, ensuring they are meeting job requirements while offering opportunities for development.
• Aid in planning the costume operation’s daily labor budget, non-labor budget, costume distribution flow and team member development.
• Assists the Manager in hiring, training and development of dressers, wigs, and skilled craft staff.
• Responsible for managing employees by setting clear work expectations and leadership standards.
• Assist in the development of the front-line employees and supervisory team.
• Ability to provide consistent and timely feedback to hourly and salaried staff to ensure effective communication between management and front-line staff.
• Develop and implement programs to improve internal guest and employee satisfaction.
• Develop and implement safety standards to reduce and prevent Injury & Illness cases.
• Oversee employee reviews and counseling to ensure all guidelines and policies are followed regularly.
• Ensure the review and approval of all hourly staff time and attendance forms for accuracy.
• Provide daily summary of day-to-day operations.
• Required Onsite: This position is required to be performed full-time from an NBCUniversal-designated worksite.