Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

Facilitates and supervises the Guest Services department, including the assigned staff and their communication with guests.

MAJOR RESPONSIBILITIES:

• Responsible for the day-to-day operation, training and development of the Guest Service areas at each park.
• Responsible for the team’s execution and resolution of guest issues.  Implements policies and procedures for dealing with guest concerns.  Ensures guest issues are responded to appropriately and consistently.  Ensures complete follow-up of all guest concerns, responds to guest inquiries, questions and complaints.. 
• Completion of administrative responsibilities for the department to include team member schedules, time and attendance reconciliation and weekly labor summaries. 
• Mentors and counsels team members and enforce appropriate policies and procedures ensuring that everything is within compliance of departmental standards.  Provides communication of accurate information with regards to ADA compliance.
• 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: 

• High school degree or GED required.  

EXPERIENCE: 

• 1+ years guest service experience required; or equivalent combination of education and experience. 

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal Orlando Resort. Here you can.

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