JOB SUMMARY: Responsible for the overall strategic business planning and operations of a year-round resort, including a theme park and a limited-service onsite hotel in a new market. Interfaces as the key Universal Destination & Experiences (UDX) leadership representative for the resort, including oversight of all onsite operating departments, collaboration with UDX corporate/shared service functions, and management of various 3rd party relationships, including government entities and vendors. Ensures that all aspects of Team Member service, guest service, safety, culture, and financial performance are maintained at the highest levels.

　　ESSENTIAL DUTIES AND RESPONSIBILITIES:

　　Develops and executes the long-term strategic vision and plans for all businesses at the resort. Manages and directs daily operation of the business with a focus on staffing, revenue and margin generation, controls, and overall financial performance. Leverage expertise at UDX Finance, BAIE, Marketing & Sales, etc., to assist as needed with setting financial targets and meeting or exceeding those targets.

　　Pre-Opening: Ensure that staffing costs, pricing/revenue models, and overall operating expenses meet or exceed the business model

　　Oversees the operations of the resort, inclusive of Hotel Operations, Technical Services, Entertainment, Food & Beverage, Merchandise, Marketing & Sales, Theme Park Operations, and all supporting corporate support functions, including Finance, Legal, Human Resources, Digital & Technology, Environmental, Health & Safety, Corporate Communications, etc. in alignment with UDX’s service level standards. Ensure delivery of a seamless guest experience and measure success through strong guest satisfaction (GSAT) performance metrics.

　　Pre-Opening: Oversees the development of processes to drive the delivery of extraordinary Guest experiences related to facility layout, design, vendor inputs, and daily partnership with numerous operational departments as a well-rounded experience. Coordinate and align with the Operational Alignment & Compliance Team.

　　Oversees and maintains the development of Team Member culture through a positive and rewarding work environment while driving the New Ventures Vision, Mission, and Values. Ensures local programs and processes support the operational readiness and delivery of an optimal Team Member experience. Measure success through strong team member satisfaction (TSAT) performance metrics.

　　Pre-Opening: Partner with Human Resources to develop policies, Team Member handbook, and other Team Member engagement programming to ensure we are the Employer of Choice in the market.

　　Drive planning of new business opportunities, focusing on trends and changes in the market to deliver on anticipated venue growth rates. Includes collaboration with UDX Marketing & Sales, Universal Products & Experiences, and Universal Creative teams to develop new, innovative product offerings.

　　Pre-Opening: Ensure that long-range business plans allow sufficient funding to continue to refresh the product offering at the theme park and hotel to achieve anticipated growth rates.

　　Strategically partners with local vendors for management of areas including but not limited to security, cleaning, landscaping, hotel housekeeping, health services, laundry services, and other operational functions while fostering a partnership to drive and sustain the Universal culture. Manage landlord and surrounding tenant relationships for the upward growth and development of the overall destination.

　　Pre-Opening: Partner with Legal and Sourcing to identify and execute required third-party contracts across all lines of business, including staffing and other services.

　　Interfaces as the key UDX representative within the local market to establish Universal culture, government and community relations, relevant local businesses, and marketing partners.

　　Pre-Opening: Building relationships with local business and community partners to establish Universal as a key partner within the market.

　　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 an Exempt and Non-Exempt team.

　　QUALIFICATIONS:

　　Exceptional business acumen and experience with managing third-party relationships.

　　Strong entrepreneurial skills require innovative thinking, adapting to changing markets, and independent thinking while aligning with UDX corporate culture.

　　Experience in the hospitality industry in a senior leadership role with proven outcomes managing multiple disciplines with a strong focus on Operations (theme park and hotel), Entertainment, Food & Beverage, and Retail.

　　Experience supporting and integrating a culture of exceptional Guest service standards across multiple hospitality activities.

　　Experience evaluating and analyzing Guest feedback and trends, driving innovations based on this feedback, and assessing the competitive market for ongoing or future development.

　　Exceptional communications, organizational, and project management skills with a strong collaboration ability across multiple disciplines.

　　EDUCATION: A Bachelor’s degree in hospitality, business management, or a related degree is preferred.

　　EXPERIENCE: 12+ years of proven leadership experience leading large, dynamic teams in a complex, frequently changing, and multi-disciplined hospitality environment; or equivalent combination of education and experience. Theme Park and hotel operational experience with entertainment components preferred.

　　ADDITIONAL INFORMATION:

　　This role can potentially assume additional GM responsibilities in other markets.

　　Must be open to relocation and/or travel based on business needs.

　　Will include weekend/holiday hours based on business needs.

　　Bi-lingual – English and Spanish are preferred.