JOB SUMMARY:

Responsible for the overall Guest experience and operation of the venue, including timely Guest flow through venue, safe operation of the experience via control consoles, the communication of hints, the reset of puzzles and props, and the positive Guest experience.

MAJOR RESPONSIBILITIES:

• Follow all established procedures of the venue and ensure the proper use of safety practices and procedures. Engage Guests as they enter each area of the venue, maintain timely Guest flow through venue, provide safety instructions, dispatch experiences on time, reset experience elements and props in a timely manner, and evacuate the experience in accordance to operating procedures.
• Operate the experience control consoles including, but not limited to, observing monitors to ensure proper gameplay, interacting with the control console to aid in game play, maintaining Guest flow through experience, and ensuring overall Guest safety in the experiences. Provide hints to Guests via the console or microphone, activate gameplay via controls console, control Guest flow through experience by monitoring gameplay time and activating door controls, communicate Guest needs within the experience appropriately, and communicate experience issues with venue leadership. Perform experience walk-through to ensure all aspects of the experience are operating as intended. Maintain experience documentation.
• Understand valid ticket media and how to correctly process each ticket, whether on ticket stock, paper, or mobile device. Scan and verify experience tickets, and their ownership, upon Guest entry into the experience. Properly identify fraudulent tickets and notify venue leadership.
• Accurately maintain the Guest reservation system, contacting Guests as needed. Resolve and ease Guest situations on an individual basis through personal interaction. Ask exploratory questions to identify concerns, needs, and expectations. Determine and provide appropriate course of Guest recovery. Communicate issues regarding experience operation, technology, and other departmental concerns appropriately.
• 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 preferred.

EXPERIENCE:

Theme Park, Escape Room, or Entertainment Technical experience preferred; or equivalent combination of education and experience.

Universal Orlando Resort. Here you can.

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