Universal Horror Unleashed is a terrifyingly unique experience that will bring haunts to Las Vegas year-round. Located at Area 15 is the heart of horror – we would love to have you haunting alongside us! With the nature of this experience comes a unique working environment. You will find yourself working in dark environments around special effects including strobe lights, fog, artificial smells, and more. The working hours will be unique, typically spanning over late evenings/nights and weekends (holidays included). This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, and a variety of other discounts and perks. 

JOB SUMMARY:

  Responsible for helping Guests enjoy their experience at Universal Horror Unleashed (UHU) by troubleshooting ticketing issues, resolving Guest situations, and being knowledgeable about all Area15 information. Provides exemplary Guest Service while maintaining quality, set reservation times, and a positive atmosphere. Monitors different communications and Social Media platforms, encourages guest engagement, and ensures Guest concerns are being responded to in a reasonable timeframe. Escalates guest issues to UHU leadership to resolve as necessary.

JOB RESPONSIBILITY:

• Resolves and eases sensitive guest situations on an individual basis through personal interaction to identify and document guest concerns, needs and expectations. Fully investigates issues such as ticketing, reservation times, guest flow delays, Team Member interactions, property damage, etc. Communicates the appropriate accommodations for guests with disabilities in accordance with ADA guidelines and supports sensory equipment requests. Determines and provides appropriate level of guest recovery and compensation.
• Processes, investigates, and resolves all ticket issues including but not limited to Online Ticket Store, reservation issues, ETDS, vouchers, and complimentary tickets. Receives, logs, documents, and secures lost and found items and returns items to guests in a timely manner. Fulfills guest inquires by utilizing in depth knowledge of UHU and Area15 experiences and events.
• Accurately and fully documents guest feedback via the UDX Comment Portal by creating new guest file or updating existing file 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.
• Monitors and corresponds with Guests through UHU Social Media Channels privately and publicly on Facebook, Twitter, and other channels. Responds using excellent written communication, resources, and product knowledge to Guest reviews posted on Social Media platforms including Google, Yelp, TripAdvisor, etc. Researches Guest information from social media and other correspondence to identify concerns, needs, and expectations of the guest.
• Provides exemplary guest service and social engagement while meeting service goals. Identifies opportunities to assist Guests with concerns and provides appropriate responses following the brand voice standards and correct nomenclature. Communicates with partners to provide information and Guest feedback shared within a timely manner.
• Monitors UHU, Area15 and overall UDX news, websites, and initiatives to stay current on programs and policies to support sales initiatives and guest communication feedback and recovery.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITY:

• Individual Contributor

ADDITIONAL INFORMATION:

• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required.

• Strong verbal and written communication skills.
• Ability to balance multiple tasks at any given time.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

EDUCATION:

• Bachelor’s degree in communications, hospitality, or related field is preferred.  

EXPERIENCE:

• 2+ years of Guest Service experience in hospitality or entertainment is required; or equivalent combination of education and experience.