Supervisor, Main Entry Sales

Job description

Responsibilities

The Supervisor, Main Entry Sales is responsible for facilitating and supervising the Main Entry department, including the assigned Team Members and their communication with guests. Responsible for revenue generation, supporting sales initiatives, executing sales plans. Coaches sales methods, ensures that guest service and sales standards are consistently met. Oversee Sales, Team Members, and supports the operations within the Main Entry department which includes, but not limited to Ticket Sellers at Ticket Booths and in-park venues, while supporting the operations for Admissions, Strollers, Guest Services, and Guest Ambassadors.

Job Summary:

• Supervises Leads and Team Members to ensure the Service Based Sales process techniques are applied consistently to maximize revenue sales with each transaction while maintaining exceptional guest service standards.
• Coach, train and provide feedback based on sales observations and hold Team Members accountable for improving sales interactions.
• Monitors positive and negative guest feedback. Reviews and follows up on guest comments with Team Members and implements appropriate levels of praise and congratulations or coaching, training and discipline based on comment(s) received.
• Review daily, weekly and monthly sales performance reports with Team Members, showing performance and areas of improvement.
• Observes, critiques, and adjusts the Service Based Sales process, gathers Seller insights and conducts focus groups to capture Seller input.
• Responsible for supervising Team Member sales performance, setting leadership standards, and guiding work locations efficiency. Builds internal relationships and ensure Team Members are exceeding expectations.
• Plans and implements action plans for the department's future success including training programs, workforce planning, and rewards and recognition programs.
• Supports the Team Member and guest satisfaction programs and ensures Team Members understand the importance of the programs.
• Supervises all hourly Team Members and provides work direction, performance reviews, and coaching to team.
• Ensures that collective bargaining agreements are upheld by partnering with HR and Labor Relations to maintain positive union relationships.
• Completion of administrative responsibilities for the department to include but not limited to weekly bonus report payouts, program and price change roll outs, sales tool distribution and training material updates.
• Mentors, develops and counsels Team Members and enforce appropriate policies and procedures ensuring that everything is within compliance of departmental standards.
• Supports the maintenance of both labor and non-labor departmental budgets. Adjusts operations as necessary to identify and control budgets.
• Crisis management including guests' and Team Member Medical/Emergency situations.
• Investigates incidents including Team Member/guests' complaints.
• Acts as EHS Safety Team representative for the Team Member.

Job Number

38682BR
Posting Category

Theme Parks
Country

United States
Sub-Business

USH Operations
About Us

Universal Studios Hollywood is the Entertainment Capital of L.A. featuring a movie-based theme park and Studio Tour, and bridged by Universal CityWalk, a dynamic entertainment, shopping and dining complex. Universal Studios Hollywood is an industry leader due to its impressive talent base of highly creative professionals who inspire and produce compelling entertainment and innovative attractions that immerse guests in an authentic Hollywood experience. Universal Studios Hollywood's team of professionals enjoys a unique culture where fun, hard work and high-quality results are priority, resulting in an employee base that is proud to work here. The company offers equally unique opportunities for employees to expand their careers within Universal Studios Hollywood, Universal Parks & Resorts, and the broader NBCUniversal family. It's a big universe, where do you fit in?
State/Province

California
Career Level

Experienced
Qualifications/Requirements

• At least 2 years of management experience managing a team of 20+ Team Members
• Must be available to work on weekends, holidays and nights as required
• Must have excellent written and verbal skills
• Must be proficient in Microsoft programs such as Word and Excel
• Able to work outdoors in varying weather conditions
Desired Characteristics

• Sales, Retail or Hospitality background preferred
• Theme Park Operations knowledge
• Experience managing in a union environment
• Strong interpersonal and analytical skills
• Proactive thinker/self-starter
• Team Player
• Knowledge of Salesforce
City

Universal City
Notices

NBCUniversal's policy is to provide 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 in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.