Guest Services Coordinator (Volcano Bay)

JOB SUMMARY: Guest Services Coordinators are responsible for helping Guests enjoy their stay at our resort through: setting expectations and troubleshooting and resolving Guest situations. Coordinators provide exemplary Guest Service while maintaining quality and a positive atmosphere. Duties include, but are not limited to, satisfying Guests needs and maintaining constant surveillance of cash drawers and other company assets.

MAJOR RESPONSIBILITIES:

• Resolves and eases sensitive guest situations on an individual basis through personal interaction. Asks exploratory questions to identify and documents the concerns, needs and expectations as well as fully investigates issues such as: long queues, crowd control, inclement weather, employee interactions, height restrictions, property damage and inoperable attractions ect. Communicates the appropriate accommodations for guests with disabilities in accordance with ADA guidelines. Determines and provides appropriate level of guest recovery and compensation.
• Fulfills guest inquires by utilizing in depth knowledge of the Universal Orlando resort as well as the general Orlando/Metro Orlando area. Performs concierge duties to provide the ultimate guest experience and "one stop shopping" such as: upgrades on all ticket media, restaurant and hotel reservations, lost children, transportation needs and foreign currency exchange.
• Processes, investigates and resolves all ticket issues including but not limited to UPRV, Destination Universal, Timeshares, Online Ticket Store, Front Gate Sales, ETDS, vouchers and complimentary tickets. Receives, logs, documents and secures lost and found items for the entire company and returns items to guests in a timely manner.
• Practices proper cash handling procedures and maintains constant surveillance of cash drawer to ensure accuracy at cash out.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

SCOPE:

• Resolves and eases sensitive guest situations on an individual basis through personal interaction.
• Communicates the appropriate accommodations for guests with disabilities in accordance with ADA guidelines.
• Performs concierge duties to provide the ultimate guest experience and "one stop shopping".

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.

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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Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2023 Universal Studios. All rights reserved. EOE

• Contact: Recruitment Team
• Reference: CatererGlobal/1009_586301
• Job ID: 99584689