Supervisor Guest Experience

The Supervisor, Guest Experience plays a pivotal role in ensuring exceptional guest satisfaction by resolving challenges with empathy, efficiency, and a commitment to exceeding guest expectations. This position leads a team dedicated to high‑standard service across the Guest Relations Front Desk, Guest Services, Visa Lounge, and Lost & Found areas, acting quickly and thoughtfully to address a wide range of guest concerns and recovery scenarios. The Supervisor actively collaborates with all departments in the theme park to provide seamless solutions that prioritize the guest experience, turning potential conflicts into opportunities for memorable service. Responsibilities Mentors and counsels Team Members while enforcing policies and procedures to ensure compliance with departmental standards. Upholds Environmental Health and Safety standards. Builds internal cross‑departmental relationships to maximize efficiency and effectiveness. Works closely with Manager and Assistant Manager to coordinate development planning and training for Leads and Team Members. Completes administrative responsibilities for the department to include team member schedules, time and attendance reconciliation, and weekly labor summaries. Partners with Park Operations Management to investigate and ensure closed‑loop service recovery. Investigates incidents within Guest Relations and Guest Services, including employee/guest complaints, to ensure proper closing out, follow‑up, and overall resolution. Engages in crisis management, including guests’ and employee medical/emergency situations. Assists Manager in the hiring, training and development of Team Members; works with Management to analyze training material and ensure updates. Conducts one‑on‑one performance reviews and annual evaluations for Team Members. Manages and observes associate performance to ensure proper coaching and training are implemented. Supports and implements Team Member and Guest Satisfaction programs (TSAT/GSAT). Builds a culture of Team Member rewards and recognition using company and department tools. Ensures collective bargaining agreements are upheld by partnering with HR and Labor Relations to maintain positive union relationships. Investigates incidents including Team Member/Guest concerns and/or complaints. Leads by example by modeling the Core Values. Seeks, implements, and monitors best practices. Acts as a duty manager to support area coverage. Maintains both labor and non‑labor departmental budgets. Oversees hourly Team Members, providing direction and coaching. Supervises team members’ workflow, sets leadership standards, and guides work locations for efficiency. Performs other duties as assigned. Requirements High school diploma or equivalent. Strong guest service experience with an emphasis on conflict resolution. Strong interpersonal and analytical skills. Proficiency in Microsoft Office. Proven ability to anticipate needs and initiate action. Minimum 1 year leadership experience. Excellent written and verbal communication skills. Availability to work weekends, holidays, and nights as required. Required to be performed full‑time at a designated NBCUniversal worksite. Desired Characteristics Theme Park Operations knowledge. Bachelor’s Degree preferred. Experience managing in a union environment. Excellent problem‑resolution, communication, and listening skills. Ability to motivate and engage with a team. Ability to prioritize workload and multitask. Sound judgment and independent thinking. Proactive self‑starter. Team player. Hospitality background preferred. Additional Requirements Required to be performed full‑time at a designated NBCUniversal worksite. This position is eligible for company‑sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Salary range: $27.00 - $30.00 hourly. NBCUniversal provides equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories, arrests or convictions in a manner consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable. If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to View email address on click.appcast.io. #J-18808-Ljbffr