Tour & Events Manager, Retail & Tour

Company Description
We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.
Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we'll continue to create and deliver content that reflects the current and ever-changing face of the world.
Job Description
NBCUniversal has an opening for a Manager for The Tour & Special Events at NBC Studios. This is an opportunity to join a small and dynamic team that delivers a one-of-a-kind experience to clients and guests at NBC's home at 30 Rockefeller Plaza. The position reports to the Director of Operations of Retail & Tour and is required to be on site full time at 30 Rockefeller Plaza.
JOB PURPOSE:
The Manager oversees day-to-day operations of the studio tour and public events at NBC Studios, providing operational oversight for planning, staffing and continuous operations. This includes overseeing the tour inventory & ticketing system, day-to-day tour scheduling, and partnership with the Page program and security staff. This position also works closely with technical operations partners and 3rd party vendors to resolve technical and facilities-related issues specific to Tour & events. The position must be able to collaborate with various groups including security, retail, facilities, engineering, marketing, audience operations, studio operations and executive leadership.
ESSENTIAL FUNCTIONS:

• Day-to-day management of tour operations, including Pages, security, studio access, communication, route, troubleshooting, problem-solving, and ticketing.
• Oversee full cycle of private tour requests, including scheduling, studios and special requests.
• Serve as contributor for Page Program onboarding, focusing on operations, communication & contingency planning.
• Update and maintain tour script and page training materials based on the changing nature of 30 Rock productions.
• Work in partnership with Client Service Manager to develop and implement programs to improve guest satisfaction.
• Ensure appropriate and timely investigation and response to guest scheduling & operations inquiries.
• Serve as the departmental system administrators for the tour ticketing system.
• Coordinate and maintain the daily tour route and liaise with other departments such as Security, Studio Operations, Engineering, Facilities, and the Page Program to ensure efficiencies and quality of the tour route.
• Partner with senior leadership, sales, and marketing to ensure proper execution of The Tour marketing plan and serve as point person for operational implementation of marketing initiatives.
• Work with AV team to maintain and improve the audio-visual elements of The Tour and special events.
• Coordinate and oversee installation and execution of graphics and activations for The Tour and special event spaces.

Qualifications
BASIC QUALIFICATIONS:

• 3+ years of experience in managing guest services and/or customer-facing operations.
• Excellent interpersonal and communication skills and ability to deliver a high level of customer service in a fast-paced environment.
• Demonstrated computer savvy and knowledge of Microsoft Office Suite.
• Demonstrated attention to detail and able to perform tasks with minimal supervision and direction.

ELIGIBILITY REQUIREMENTS:

• Must be available for all shifts, including nights, weekends and holidays.
• Must be willing to work additional hours past scheduled shifts.
• Must have unrestricted work authorization to work in the United States.
• Must be 18 years or older.

DESIRED QUALIFICATIONS:

• Background in ticketing systems.
• Basic knowledge of New York City tourist attractions.
• Experience in travel and tourism sales and understanding of NYC tourism cycle.
• Ability to work successfully with a wide variety of people and teams.

Salary Range: $75,000 - $95,000
Additional Information
NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access nbcunicareers.com as a result of your disability. You can request reasonable accommodations by emailing [email protected].