Supervisor, ADA Services

Job ID:244813
Management
Orlando, FL

Universal Orlando Resort® is a universe of opportunities for people who have a lot to offer. It takes a special kind of person to work at Universal Orlando. An individual who knows how to be part of a team. Someone with a sense of fun who’s serious about their work. A person who knows it doesn’t take magic to put a smile on a guest’s face… it takes hard work, dedication, knowledge and just the right amount of Universal attitude. Whether you’re serving food, working in an office, maintaining equipment, performing in costume or operating a ride, you won’t just be ‘doing a job.’ You’ll be creating memories for our guests that will last a lifetime. Are YOU that kind of person?

JOB SUMMARY Responds to guest situations and assists in resolving the guest’s concern; completes regular documented facility audits to ensure proper accessibility accommodations are provided; responsible for supervising overall accessibility services provided for park guests and team members.

MAJOR RESPONSIBILITIES:

  • Works with various operational departments to resolve guest feedback while ensuring accurate information regarding our various accessible programs are communicated to our guests and team members. Is highly engaged in our MyAbilitiesNetwork group by working together to foster a culture that can focus on guest’s abilities. Assists in ensuring guest collateral that describes our various accommodations are always up to date which includes park maps, Rider’s Guide and company website.
  • Maintains positive relationships and partners with other UO departments while conducting regular documented in park ADA audits to ensure all business units to include but not limited to restroom facility, restaurants, attractions, and transportation, are providing proper accommodations and services. Audits training materials for consistency and stays up to date on policy changes related to guest accessibility. Analyzes and responds to various reports including but not limited to guest comments, down times, and incident reports. Assists with training programs which ensure ADA awareness and Service Modeling.
  • Supervises team of sign language interpreters that are scheduled daily to interpret shows and special events. Coaches and uses counseling forms to document and maintain service standards to both our park guests and team members.
  • Ensures proper coverage of sign language interpreters, using 3rd party resources as needed. Processes POs on behalf of Operations to pay 3rd party contractors. Monitors, tracks and records overtime and training projections and results. Works with HR and internal departments to schedule and supply interpreters for Team Members as needed.
  • Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
  • Perform other duties as assigned.

    SCOPE: Individual will be responsible for the overall coordination of accessibility services provides for our guests and team members. Primary responsibilities include team leadership, guest resolution and facility assessment.


    EDUCATION:

    High school degree or GED is required. Bachelor’s degree is strongly preferred.


    EXPERIENCE:

    1-3 years of supervisory experience required or equivalent combination of education and experience. Communication and organization skills a must. High degree of tact and confidentiality required.


    ADDITIONAL INFORMATION:
    Working knowledge of ADA and ASTM F24 standards preferred. Knowledge of sign language is helpful.

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



Job Cart

Job Cart (0)

Our Commitment

Universal Parks & Resorts is a place where I am encouraged to let my true self shine. I work with passion and energy and I own my ability to make a difference every day. As a family of committed Team Members, we treat each other with respect and take pride in working together to create fun in everything we do. I know that my contributions result in new opportunities and memorable experiences.