JOB SUMMARY: Oversees the daily operation and is the first point of contact for Team Members, Guests and operational partners in partnership with management. The Senior Coordinator is responsible for monitoring VIP Tour inventories and assigning task and tours appropriately. The Senior Coordinator aids in escalated guest situations, including setting up compensation and documenting the concern. The Senior Coordinator ensures that the area is operating in compliance with Universal’s policies and procedures.

MAJOR RESPONSIBILITIES:

• Oversees the daily operation of one or more of the VIP Experience-operated products. Provides direction, tasking and assignments to hourly Team Members, including Tour Guides, Coordinators, Operations Specialists and Tour Base Operators. Responsible for maintaining the quality standards of a premium product.
• Balances departmental resources through Manager’s Workstation. Audits daily revenue and reports for inconsistencies. Manages staffing according to tour requirements, the tour tracker, and budget line schedule. Ensures appropriate staffing utilization throughout the day. Oversee tour transactions and processes gratuity for Tour Guides via Galaxy.
• Handles escalated guest concerns in-person, via phone and/or by written communication. Provides guidance to Operations Specialists on compensation. Aids in compensation in escalated recovery situations. Ensures all guest feedback is properly documented. Follows up with Guests who have requested contact in post-tour surveys.
• 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. Assists with training documentation and helps ensure on-time completion of mandatory learning and compliance training.
• Communicate with VIP Guides as instructed by leadership regarding tour start times, tour requests and any pertinent information regarding scheduled tours.  Modifies Guide schedules to specific Guest requests through use of scheduling documents and tools including KRONOS.
• Communicates professionally with divisions across the resort to set up and confirm experiences that make a direct impact on the guest experience. Create strong working relationships with Team Members outside the department and act as a liaison for the VIP Experience brand.
• Coordinates with Executive/Talent Relations, Marketing, Public Relations, Human Resources, Legal, Security, etc., regarding high profile clientele, guest safety and security, brand voice and brand reputation. Manages and distributes executive and complimentary products through Genesis and other resources as needed.
• 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.

EDUCATION:

• Bachelor’s degree is preferred.

EXPERIENCE:

• 3+ Years previous Guest Service experience in Hospitality Industry preferred.
• 1+Years providing direction preferred
• Equivalent combination of education and experience.
• Working knowledge of Galaxy, the Internet and Microsoft Office is required.

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