JOB SUMMARY:

Responsible for the coordination and the documentation for Guests requesting an accommodation based on a disability. Will work with a third-party company as part of the Guests’ eligibility determination process. Discusses the steps and status with Guests seeking accommodations while assisting, and resolving their concerns via telephone, email, chat and in person. Provides exemplary Guest Service by assisting and satisfying Guest needs. Provides additional support to the Resort as a knowledge source regarding ADA standards and service.

MAJOR RESPONSIBILITIES:

• Responds to multiple Guest inquiries and assists with discussing and coordinating accommodations available for Guests with disabilities in accordance with current ADA guidelines via telephone, email, chat, and in person. Coordinates with the third-party vetting service on Guests’ eligibility and utilizes the information provide to communicate accommodations that are available to meet the Guest’s needs.
• Assists Guests and Team Members by being a subject matter expert regarding Universal Orlando Resort including, but not limited to ADA and ride requirements, Guest assistance and accommodations, the most up-to-date information regarding attractions, ticket products, special events, etc. Asks exploratory questions of the Guests and responsible for documenting Guest feedback and accommodations to support the Guest, Resort, and 3rd party partners. Communicate all other UO policies such as loose articles, costumes, baggage, etc.
• Fully document and investigate issues with the Guest experience impacted at the Resort including long lines, crowd control, inclement weather, negative employee comments, height restrictions, property damage, IT and ticketing troubleshooting, inoperable attractions, and the accommodation documentation process. Determines and provides appropriate level of Guest recovery and properly documents the Guest’s concerns. Accurately complete administrative duties including, but not limited to completing Guest Cases, managing cases (if applicable), drafting emails, notating tickets, 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.

EDUCATION:

Bachelor’s degree in Hospitality, Communications, or other business-related field is strongly preferred.

EXPERIENCE:

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

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