About the job
The Assistant Manager of VIP Theme Park Operations plays a crucial role in supporting the VIP Management Team to provide an unforgettable 5-Star experience for guests participating in Universal Studios Hollywood’s VIP Tour offerings. This position prioritizes operational excellence, guest satisfaction, and the flawless execution of both daytime tours and exclusive nighttime events tailored for private groups, mix-in guests, and high-profile clientele.
Reporting directly to the Manager of VIP Operations, the Assistant Manager collaborates effectively with cross-functional partners to ensure seamless tour operations. Key responsibilities include assisting the reception team, managing the Galaxy ticketing system, addressing ticketing inquiries, and delivering exceptional guest assistance and recovery services.
Essential Functions
- Assist the Manager in the recruitment, training, and development of all hourly VIP Guide staff.
- Lead and mentor supervisors and hourly team members through clear performance expectations and timely, constructive feedback.
- Facilitate VIP Guide performance evaluations and ongoing coaching.
- Oversee daily VIP Command Operations, including the upkeep of the reservation system.
- Develop and implement initiatives to improve guest and employee satisfaction.
- Swiftly investigate and address guest and employee concerns in a professional manner.
- Partner with Human Resources and Labor Relations to uphold the B-192 collective bargaining agreement and maintain positive union relations.
- Acknowledge and reward team members for outstanding performance while supporting continuous skill development.
- Delegate tasks, prioritize responsibilities, and communicate expectations clearly to hourly staff.
- Participate in the interview process and selection of support and supervisor roles.
- Coordinate daily tour operations with internal stakeholders including Sales, Special Events, Maintenance, Parking, Security, Studio Tour Operations, Lower Lot Operations, Food & Merchandise, and Culinary.
- Assist with managing labor and non-labor budget matters.
- Review and approve weekly employee schedules.
- Ensure accuracy in hourly staff time and attendance records.
- Review daily departmental logs and reports.

