Guest Experience Operations Lead

NBC Universal; Orlando (FL); On-site; USD 52,000 - 68,000; Full time

Job summary

NBC Universal in Las Vegas seeks a Lead, Guest Experience Operations_UHU to oversee daily operation at Universal Horror Unleashed. You will lead the team, coach staff, ensure guest service and sales standards, monitor safety and incident response, and manage inventory, cash handling, and ticketing processes.

This role emphasizes coordinating open/close duties, directing guest flow, handling escalations, and maintaining performance reports while upholding safety policies and environmental,

Qualifications

• 2+ years of guest services, inventory management, digital and cash transactions, or sales experience.
• Strong leadership and guest service standards.
• Eligible to obtain LVMPD Non-Gaming work card upon employment.

Responsibilities

• Supports the consistent daily execution of sales initiatives and Guest service and operational standards within the experience. Performs all operational duties related to daily opening and closing, reacts to the business by directing guest flow, responds to escalated Guest situations, and oversees the execution of operational readiness and technical issues.
• Ensures daily staffing levels and rotation schedules are adjusted according to attendance. Maintains daily operation reports, overtime reports, and safety checklists and reports deficiencies in show quality and facilities.
• Trains and coaches performance for the daily operation and use of equipment, conducts daily shift meetings and safety spot talks, and documents performance utilizing the Lead Observation Report.
• Monitors the operation for potential safety concerns, documents and takes the appropriate action including evacuating the experience if necessary.
• Understands and participates in Environmental, Health & Safety responsibilities by following established UDX policy and training.

Skills

Guest services

Inventory management

Cash handling

Staff coaching

Communication skills

Education

High school diploma or GED (preferred)

Job description

NBC Universal in Las Vegas seeks a Lead, Guest Experience Operations_UHU to oversee daily operation at Universal Horror Unleashed. You will lead the team, coach staff, ensure guest service and sales standards, monitor safety and incident response, and manage inventory, cash handling, and ticketing processes.

This role emphasizes coordinating open/close duties, directing guest flow, handling escalations, and maintaining performance reports while upholding safety policies and environmental,