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Sr. Coordinator, Guest Services

  • Orlando, Orange County
  • Competitive

JOB SUMMARY:The Senior Coordinator is the area's team leader. The Senior Coordinator is responsible for assigning Team Members to their areas and issuing out their starting banks. The Senior Coordinator ensures that the area is operating in compliance with Universal's policies and procedures and are readily available to assist in Guest situations.


  • Handles escalated in-park guest concerns, sets up compensation and provides documentation of the guest experiences. Works with other UO teams to resolve issues and supports other departments with guest services issues.
  • Assists with the training and coaching of team members, conducts shift meetings, communicates performance and behavioral expectations, provides feedback and recognition and ensures that team members are wardrobe compliant. Reports behaviors requiring discipline and documentation to the management team.
  • Performs all operational duties related to the daily opening and closing of locations to include but not limited to issuing starting banks, performing spot audits and completing the end of day process and paperwork. Verify the cash drawers of each Guest Services Coordinator at the end of their shift for their bank out. Reconcile discrepancies and document on appropriate paperwork.
  • 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: Runs the daily operation of the Guest Services department. Assist's with escalated Guest situations when needed. Takes care of all cash out processes and maintains UO policy, procedures, and auditing controls are followed throughout the shift.

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 (examples: knowledge of specific aspects of an industry, technical knowledge and/or skills, communication skills, analytical skills, problem solving ability, multi-tasking ability...).

  • Microsoft Office
  • Communicate Clearly with Team
  • Customer Service Orientation
  • Typing Skills (30 WPM)
  • Data Entry Procedures
  • Organizational Skills
  • Filing Records
  • Writing

EDUCATION: High school degree or GED is required. Bachelor's degree is preferred.

EXPERIENCE: 3-5 Years previous Guest Service experience in Hospitality Industry preferred. 1-3 Years providing direction preferred; or equivalent combination of education and experience. Working knowledge of Galaxy, the Internet and Microsoft Office is required.

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

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