Lead, Guest Experience Operations_UHU

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

We are currently looking for exceptional candidates to fill positions in the below categories.

search results

Lead, Guest Experience Operations_UHU

Job no: 667168

Work type: Regular (Full-Time)

Location: Las Vegas

Categories: Park & Resort Operations

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

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

Strong communication and guest services skills.

Retail experience is preferred.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Consistent attendance is a job requirement.

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 Horror Unleashed. Here you can.

Advertised: Aug 31 2026 Pacific Daylight Time

Applications close: Sep 4 2026 Pacific Daylight Time

In a darkened warehouse on the edge of Las Vegas, a relentless spectacle of horror is rising–Universal Horror Unleashed. For decades, Universal’s masters of horror have created some of the world’s most frightening films and events. Now your greatest fears come to bone-chilling life in this year-round, fully immersive, high-quality horror experience. Enter the evils of four haunted houses, each with their own terrifying stories: Universal Monsters, The Texas Chainsaw Massacre, Scarecrow: The Reaping, and The Exorcist: Believer. Surrounding the haunted houses are four fully themed immersive entertainment areas, each with its own unique live horror experiences, plus decadent food and drink offerings in select areas. Your deepest fears are closer than you think.