Edwin Moran Email & Phone Number

Universal City, California, United States

Responsible for managing the Park Service's team members, also including the day-to-day operation of the cleanliness of the theme park. Ensuring that the theme park environment is consistently maintained in a clean, safe & presentable fashion while complying with all procedures & regulatory requirements. Implementing departmental programs focusing on team member & guest satisfaction.• Oversee cleanliness of all Attraction, Food and Merchandise venues, floors, exterior & interior facades, FOH & BOH concrete walkways, including all service yards and roadways in each park and Back of Houses areas, are clean and show-ready on a nightly and daily basis.• Monitoring the Annual Labor Operating Budget for changes in reductions and increases in the L.E. as determined by Finance. • Develop plans for financial, staffing levels, TSAT, GSAT, leadership, EHS, and sustainability ratings and communicate these findings to staff. • Review all product orders and that cost parameters are maintained.• Developing operational plans for events such as Halloween Horror nights, Grad Bash, Grinchmas, and Event productions.• Reviewing all operating procedures, and hours used while making financial decisions.• Offering consistent and timely feedback to Supervisors and employees to ensure proper communication and effective professional growth, appropriate feedback, and training tools necessary for success, growth, and development within the department and company. Motivating Supervisors and employees to achieve 100% work time effectiveness and efficiency. Building relationships within the company that benefit the department and ensure cohesiveness throughout the resort. • Conducting weekly management meetings and coordinating employee staff meetings. Coordinating all incentive programs and employee appreciation programs. • Oversee the department's Environmental, Health & Safety program by following established UO policy, procedures, training, and team member involvement activities.

Oversee hiring training and developing of the Park Services employees for The Wizarding World of Harry Potter™• Manage the daily operation of Park Services employees for The Wizarding World of Harry Potter™• Ensures that facility cleanliness standards are maintained at all times.• Assist with ensuring the land theming and operational standards are upheld.• Responsible for ensuring that all land Park Services employees follow wardrobe and theming standards.• Acts as crisis management including guests’ and employee Medical/Emergency situations• Oversee and lead workforce planning: including rewarding and recognizing employees; employee events, and ESAT action planning.• Assists with creating, maintaining, and supporting labor and non-labor budgets.• Oversee all safety procedures and make sure all are understood and followed by all employees• Ensure appropriate and timely investigation and responses to guest and employee concerns are met.

•Oversee Studio Tour Ambassadors, Studio Guides and Universal Drivers•Maintain/Create Studio Tour Route daily while coordinating with backlot production team•Ensure all attractions/animations are operational by working with Animations/Tech Servicesteam•Work with Drivers to meet tram hourly dispatches•Work with lot dispatcher team and coordinate route changes•Work with Tram Garage to ensure all our trams/vehicles while meeting all safety standards•Manage accident investigations in a timely manner•Provide and coordinate guest recovery when guests do not receive full tour experience•Oversee department schedule, labor and budget•Created Studio Tour Ambassador Guest Service Initiative•Exceed throughput and percentage of 95% of guests visiting the tour

•Oversee Guest Relations, Lost & Found and Universal Call Center•Responsible for inputting and updating guest information and concerns in the Guest•Comment Database, as well as documenting all company responses and action taken.•Work with all levels of management to resolve guest situations by fully investigating issues.•Work with Online Ticket Store to resolve online order issues/concerns.•Provide customer service support for FlexPay program, B2B, Sales Team, and Citywalk.•Directing guests with non-theme park related issues to proper areas within NBC Universal;and providing assistance with other inquiries as needed.• Assist guest with recovery and customer service.•In charge with department training and coaching of team members.•Created new initiatives to ensure all guests concerns are closed properly to satisfaction.