JOB SUMMARY: Responsible for overseeing, collecting, reporting, communicating and recording all day-to-day operational data for Universal Orlando. Liaison between UO Partners and Tech Services by dispatching appropriate teams to property needs. Update and distribute internal informational guides.. Responsible for the distribution of company equipment including radios, keys, phones and vehicles.

MAJOR RESPONSIBILITIES:

• Receives incoming calls/emails and communicates and dispatches the appropriate technical trade in response to non-emergency and emergency issues that include but are not limited to: incoming trouble maintenance calls for rides, shows, merchandise locations, restaurants, food equipment, support buildings and any on-site facility concern. Monitors radio channels for Technical Services and Attractions Operations along with generates work orders in Maximo which tracks and reports information. Compiles and distributes hourly attraction count data including ride counts and express counts via Microsoft Excel. Maintains Wait Time Boards along with show times and the information distributed on the Mobile Application. Assists internal clients that approach the counter or call the information hotline with any questions or concerns.
• Resolves and eases sensitive internal/ external situations on an individual basis through personal interaction in a timely manner. Reviews and distributes confidential information to executive level personnel through appropriate systems. Asks exploratory questions to identify concerns, needs and expectations, as well as fully investigations issues related to ride downtimes, entrance and ride counts, equipment, and resort wide communication. Responsible for fulfilling internal/external guest inquiries by providing a “one-stop shopping” experience by having the knowledge of Universal Orlando Resort including contact information, park and show hours, revenue operations information, pricing, and general information of the resort.
• Compiles hourly report data in partnership with multiple areas across UO, logs and distributes operational statistical reports regarding park attendance and park capacity to all levels of the UO management team. Aids internal clients via the telephone for internal phone transfers, and general information. Handles calls from Team Members calling the call in line, maintains call logs in accordance to established attendance guidelines and reports information to appropriate parties.
• Maintains inventory of all communication devices. Responsible for the collection, cleaning, distribution of inventory including, but not limited to: radios, cell phones, company vehicles, and venue keys. Provides operating instruction and troubleshoots equipment.
• Updates and maintains management schedules, departmental phone listings, daily snapshots, Team Member reference guides, and information boards around the resort through an assortment of programs.
• 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 required in hospitality or business-related field preferred.

EXPERIENCE: 1+ years clerical; customer service/call center experience preferred; or equivalent combination of education and experience.

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