Lead, Guest Experience Operations_UHU

Referral Job Portal; Las Vegas (NV); On-site; USD 40,000 - 60,000; Full time

Job summary

Universal Destinations & Experiences in Las Vegas is seeking a hands-on Operations Associate to support daily guest services and sales initiatives at Universal Horror Unleashed. You will oversee inventory, assist with safety and security, and help manage labor budgets while driving guest satisfaction.

In this role, you’ll lead a team, coach performance, and address escalated guest situations while ensuring operational readiness and accurate transaction processing.

Qualifications

• Strong communication and guest services skills.
• Experience in inventory management and handling digital and cash transactions.
• Minimum 2+ years in guest services or sales, or equivalent education/experience.

Responsibilities

• Direct daily operations to meet service and safety standards.
• Manage inventory, cash handling, and ticketing discrepancies with documentation.
• Maintain staffing and shift schedules along with operation reports.
• Train and coach team members; lead safety briefings and performance reviews.
• Monitor safety conditions and enforce EH&S responsibilities.

Skills

Guest services

Communication

Leadership

Education

High school diploma or GED

Job description

JOB SUMMARY

Responsible for the daily operation and is the first point of contact for Guests and Team Members at Universal Horror Unleashed. Supports the guest experience through revenue generation, overseeing stock inventory, supporting sales initiatives, maintaining daily labor budgets, executing operation plans, and monitoring the operation to ensure Guest and Team Member safety. Responsible for leading the team, coaching, ensuring Guest service and sales standards are met, and responding to ticketing issues, transaction processing issues, and Guest situations.

JOB 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. Responsibilities also include, but not limited to inventory, issuing starting banks, performing audits, documenting downtimes, and reconciling cash, digital transactions, and/or ticketing discrepancies providing supporting documentation.
• 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. Ensures that all sales tools, cleaning supplies, equipment, and workstations are in good working condition and properly stocked. Manages the receiving of merchandise deliveries, stockroom maintenance, and stocking of the sales floor.
• 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. Assists in the dissemination of operational communication, product offerings and special events. Ensures Team Members are providing exemplary guest service and resolving the needs of guests and Team Member escalations to leadership.
• Monitors the operation for potential safety concerns, documents and takes the appropriate action including evacuating the experience is necessary. Ensures all established safety practices and quality standards are maintained.
• 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.

SUPERVISORY RESPONSIBILITY

• Individual Contributor

ADDITIONAL INFORMATION:

• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

QUALIFICATIONS

• Strong communication and guest services skills.

EDUCATION:

• High school diploma or GED is preferred.

EXPERIENCE:

• 2+ years of guest services, inventory management, digital and cash transactions, and/or prior sales experience is required; or equivalent combination of education and experience.

CERTIFICATIONS, LICENSES, REGISTRATIONS:

• Must be able to obtain a LVMPD Non-Gaming work card upon employment.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Destinations & Experiences via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Destinations & Experiences HR/Recruitment will be deemed the sole property of Universal Destinations & Experiences. No fee will be paid in the event the candidate is hired by Universal Destinations & Experiences as a result of the referral or through other means.

Universal Horror Unleashed. Here you can.

Universal Destinations & Experiences is an equal opportunity employer. Universal elements and all related indicia TM & 2026 Universal Studios. All rights reserved. EOE

Advertised: Aug 31 2026 Pacific Daylight Time
Applications close: