Supervisor, Guest Experience - Merchandise Operations - Universal Horror Unleashed

JOB SUMMARY

Responsible for the leadership, development, and performance of the Universal Horror Unleashed Retail Store. Serves as the primary on-site point of contact for Merchandise operations, providing direct supervision and guidance to Team Members while supporting Guests and driving revenue performance. Ensures the Guest experience is enhanced through effective merchandising execution, sales initiatives, and operational discipline. Oversees inventory accuracy, financial reconciliation, and compliance with company standards. Provides visible leadership by coaching and developing Team Members, maintaining service and sales excellence, ensuring safety and readiness of the operation, and resolving Guest concerns in a professional and timely manner.

JOB RESPONSIBILITIES

• Leads and oversees the daily execution of retail operations, sales initiatives, and Guest service standards. Supervises Team Members through active floor management, directing Guest flow, ensuring operational readiness, and verifying daily opening and closing procedures. Manages transaction accuracy, audits, downtimes, cash handling, digital sales reconciliation, and supporting documentation.

• Supervises staffing levels and daily scheduling to align with business demand. Prepares and reviews daily operations reports, attendance, overtime, and safety checklists. Ensures the work environment, systems, and tools are functional and well-maintained. Oversees deliveries, shipping/logistics, loss prevention, stockroom organization, off-site storage, visual merchandising, and replenishment to optimize sales performance and operational efficiency.

• Executes and manages administrative and stock control responsibilities. Completes consolidation and transfer requests; conducts and uploads cycle counts and zero-out requests; researches SKU reports and unreceived transfers; ensures damaged goods are processed accurately and price events are executed as scheduled. Maintains high standards of accuracy and timeliness in all merchandise movement and documentation.

• Provides leadership, coaching, and mentorship to Team Members. Conducts shift meetings, safety talks, and performance check-ins. Delivers ongoing feedback, recognizes achievement, and addresses performance issues with consistency and fairness. Enforces policies and procedures while promoting a culture of accountability, engagement, and Guest-centric service.

• Collaborates with internal and external stakeholders to facilitate product launches, system updates, asset management, and financial transactions. Communicates effectively across departments to align merchandising initiatives and resolve operational or technology-related issues.

• Monitors operations for safety, compliance, and show quality. Identifies and corrects hazards, ensures adherence to safety protocols, and coordinates with departments such as Security, Facilities, and Entertainment to maintain a safe, efficient, and immersive environment for Guests and Team Members.

• Supports other Guest Experience Team Members and Departments with coverage, troubleshooting, counseling, investigations, tracking and documenting departmental information, and Guest recovery.

• 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

• ??Supervises a Non-Exempt team?

ADDITIONAL INFORMATION

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

QUALIFICAITONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required.

• 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.

CERTIFICATIONS, LICENSES, REGISTRATIONS

• Must be able to obtain LVMPD Non-Gaming Work Card

EDUCATION

• High school diploma or GED is preferred.

EXPERIENCE

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

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