COORDINATOR

JOB SUMMARY:

Responsible for correspondence with Guests regarding Universal Orlando Resort. Supports Guests’ visit(s) by troubleshooting and resolving guest concerns via telephone, email, letter, and in some instances, in person. Provides exemplary guest service by assisting and satisfying guests needs. Additionally supports On-site Hotels with Guest recovery as well as serves as knowledge resource for Team Members around the Resort.

MAJOR RESPONSIBILITIES:

• Responds to multiple guest inquires, concerns, questions, and other correspondence via telephone, email, letter, and in-person. Assists Guests and Team Members by being a subject matter expert regarding Universal Orlando Resort as a whole including, but not limited to: most up-to-date information regarding attractions, ticket products, ADA and ride requirement questions, special promotions, operating hours, special events, etc. Responsible for documenting Guest feedback in order to support Resort with identifying improvements to the Guest experience.
• Resolves issues and eases sensitive guest situations on an individual basis through phone calls, emails, letters, or personal interactions. Asks exploratory questions to identify concerns, needs, and expectations of the Guests. Fully document and investigate issues such as, IT and ticketing troubleshooting as well as concerns with the guest experience at the Resort including: long lines, crowd control, inclement weather, negative employee comments, height restrictions, property damage, and inoperable attractions. Determines and provides appropriate level of guest recovery and properly documents the Guest’s concerns. This may also include accompanying or transporting guests and/or family members to Health Services or medical facilities and assisting with transportation and lodging arrangements.
• Supports partners including but not limited to: On-site Loews Hotels, Risk Management, Legal, IT, etc. by corresponding with Guests and in some cases, recovering the Guest situation.
• Accurately complete administrative duties including, but not limited to: completing Guest Comments, managing cases (if applicable), drafting emails, notating tickets, etc.
• Communicate accommodations available for guests with disabilities in accordance with current ADA guidelines. Communicate all other UO policies such as loose articles, costumes, baggage, etc.
• 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:

• Correspondence regarding Universal Orlando Resort with Guests and Team Members via telephone, email, letter, and in some instances, in person.
• Provides exemplary guest service by assisting and satisfying guests needs.

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 previous call center experience preferred or equivalent combination of education and experience.

WRITTEN COORDINATOR

JOB SUMMARY:

Responsible for correspondence with Guests regarding Universal Orlando Resort. Supports Guests’ visit(s) by troubleshooting and resolving guest concerns via chat, email, and letter. Provides exemplary guest service by assisting and satisfying guests needs. Additionally supports On-site Hotels with Guest recovery as well as serves as knowledge resource for Team Members around the Resort.

MAJOR RESPONSIBILITIES: 

• Reads, interprets, and responds to guest inquiries, concerns, questions, and other feedback via chat, email, and letters. Responds to Guests with accurate information, proper grammar and spelling, correct nomenclature and legal lines, appropriate formatting, the correct signature, and personalization to meet the guest’s individual requirements, while representing Universal Orlando Resort brand via email. Appropriately and immediately escalates Guest feedback that could be considered sensitive, delicate, urgent, or sickness or injury-related to the Manager on Duty (MOD) before responding to the Guest.
• Team member must be multi-skilled, and will be cross utilized within all service channels, based upon operational needs and service levels. Uses excellent written communication, and product knowledge to assist guests. Researches Guest information from chat and emails to identify concerns, needs, and expectations of the guest, fully investigate issues such as IT, mobile app, and ticketing troubleshooting and concerns with the guest experience at the Resort including long lines, crowd control, inclement weather, negative employee comments, property damage, and inoperable attractions. Determines and provides appropriate level of guest recovery. Recognized as a Subject Matter Expert in product knowledge, policy and technology.
• Accurately and fully documents guest feedback via the comment portal by updating an existing guest file or comment, or creating a new one as necessary, using the demographic information provided in the guest’s email or requesting additional demographic information from the guest to complete their guest file accordingly. Responsible for appropriately uploading email attachments such as merchandise receipts, food and dining receipts, and other scanned files as necessary.
• Supports partners including but not limited to: On-site Loews Hotels, Risk Management, Legal, IT, etc. by corresponding with Guests and in some cases, recovering the Guest situation.
• Communicate accommodations available for guests with disabilities in accordance with current ADA guidelines. Communicate all other UO policies such as loose articles, costumes, baggage, etc.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established policy, procedures, training and team member involvement activities.
• Perform other duties as assigned.

EDUCATION:

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

EXPERIENCE:

2+ years previous Guest Communications Experience in Hospitality Industry and/or Call Center/Emails/Live Chat experience preferred; or equivalent combination of education and experience. Experience in call center sending emails is preferred.

Universal Orlando Resort. Here you can.

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