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JOB SUMMARY:

Responsible for the supervision and coordination of the Universal Kids Resort (UKR) Security Command Center and leading Emergency Management functions. Provides support and supervision to the training of all Security Dispatchers to ensure the Command Center team is current on all required courses as well as up-to-date with all policies in order to provide the best service to Guests and Team Members. Manages effective resort-wide communication and notifications to UKR leadership for alignment and planned procedures. Ensures implementation, communication, and execution of operational plans and company initiatives.

JOB RESPONSIBILITIES:

+ Manages the Universal Kids Resort Security Command Center and dispatchers responsible for regular business as well as critical, operational communications, specific emergency incident notifications and updates, maintaining all critical internal and external emergency resource contact profiles, and maintaining the operational readiness of the Command Center. Oversees monitoring program of the Ride and Show Network (RSN) for warning or failure indications. Assists the operation in the fielding and dispatching of critical calls to ensure the safety of Guests and Team Members. Monitors all life safety alarms and phone calls into the Command Center and actions emergency planning and procedures as necessary.

+ Oversees the planning and execution of resort-wide Emergency Management (EM), programs, and communications, ensuring UKR leadership and all Team Members are notified according to established policies and procedures. Manages resort-wide fire drills, responding to emergencies, training of Team Members and emergency management pre-planning in preparation for emergencies at Universal Kids Resort. Ensures alignment and timely communications across the theme park and hotel for emergency management initiatives.

+ Responsible for the execution and constant evolution of the Dispatcher training program. Ensures company standards and policies are maintained and enforced for safety and security matters. Assists in the evaluation and development of department policies and procedures and Emergency Management documentation including Emergency Management Plans, Severe Weather Plans, and Business Continuity Plans. Coordinates all emergency management initiatives and develops new initiatives, policies and procedures as necessary to meet the specific needs of Universal Kids Resort.

+ Responsible for hiring, training, coaching, and developing all Dispatchers. Enforces department policies and procedures, inclusive of training and safety, while working with the Manager to identify and develop new departmental policies and procedures. Establishes initiatives and leads the execution to increase Team Member Satisfaction (TSAT) and Guest Satisfaction (GSAT) according to plan/strategy.

+ Responsible for the development of Dispatchers through the creation and presentation of Emergency Management Education Sessions, Business Continuity Planning, and drills and exercises. Develops and facilitates informational/educational training, presentations, and scenarios across UKR. Coordinates Ride Out teams in case of tornadoes or designated weather conditions that would result in a park closure.

+ Ensures proper staff coverage of the Command Center and assists as needed to provide break coverage, performing the Dispatcher job duties, as described, when necessary to maintain coverage at all times.

+ 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:

+ Individual Contributor

ADDITIONAL INFORMATION:

+ Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

+ Must be able to work a flexible and varying schedule based on business needs.

+ A background check is mandatory, and results must meet Universal Kids Resort’s background check criteria.

QUALIFICATIONS: 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.

+ Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

+ Consistent attendance is a job requirement.

CERTIFICATIONS & LICENSES:

+ Required to successfully attend and pass all recurring mandatory/legal licenses and certifications as a condition of employment.

+ Level 2 (Non-Commissioned) Security License is required.

EDUCATION:

+ High School Diploma or GED is required. An associate's degree is preferred.

EXPERIENCE:

+ 3+ years of security experience in surveillance systems, emergency management or services is required, 1+ years of supervisory experience is required; or equivalent combination of education and experience.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Kids Resort 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 Kids Resort HR/Recruitment will be deemed the sole property of Universal Kids Resort. No fee will be paid in the event the candidate is hired by Universal Kids Resort as a result of the referral or through other means.

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Universal Kids Resort is an equal opportunity employer. Universal elements and all related indicia TM & © 2025 Universal Studios. All rights reserved. EOE.