JOB SUMMARY:

Oversees the daily operation of Guest Services at Universal Kids Resort (UKR) and acts as a resource for Team Members, Guests, and interdepartmental partners across UKR. Facilitates operational communications and oversees the Guest Services department, overseeing the daily operation and their communication with Guests. Handles correspondence pertaining to VIP Experience requests and ensures VIP itineraries are appropriately coordinated. Supports the delivery of daily play interactions in partnership with the Guest Programs and Events leadership.

JOB RESPONSIBILITIES:

• Responsible for the team’s execution and resolution of Guest issues. Implements policies and procedures for dealing with Guest concerns and ensure Guest issues are responded to appropriately and consistently. Responsible for the complete follow-up of all Guest concerns, responding to escalated Guest inquiries, questions and complaints and documenting Guest feedback to enhance the Guest experience. Manages requests or concerns by Guests of the VIP Experience including planning the day’s activities, making reservation/recommendations for dining and providing a one-stop approach to offer Guests the ultimate experience. Supports deployment of daily play interactions as needed.
• Focuses on Guest and Team Member satisfaction by ensuring Universal service standards are met and resolves Guest issues while maintaining an efficient, safe and pleasant environment. Effectively applies the Universal Destinations and Experiences (UDX) service model to satisfy and resolve the needs of Guests and Team Members, including kid-focused Guest service standards and utilization of all IBCCES standards throughout the resort. Ensures that Team Member Satisfaction (TSAT) and Guest Service (GSAT) initiatives and programs are followed to keep the workplace fun while increasing overall job satisfaction and efficiency.
• Responsible for developing, coaching and training all frontline Guest Service Team Members. Manages daily labor budgets for assigned venues. Responsible for administering new hire training and ensuring Team Members successfully complete all venue training as well as cross utilization of Team Members for labor optimization. Creates venue schedules for Assistant Manager approval. Monitors, tracks and records overtime and training projections and results. Mitigates overtime by adjusting staffing according to daily attendance projections. Analyzes and responds to various reports including but not limited to Guest comments and incident reports. Communicates trends and escalated Guest feedback to leadership in a timely manner to ensure proper resolution.
• Coaches and utilizes feedback forms to document and maintain safe Team Member actions in accordance with UDX policy and effectively communicates information and safety concerns to Operations Management. Routinely reviews and revises Guest Service practices and procedures and responds to escalated Guest issues. Assists with Guest Services projects and initiatives, development opportunities, and cross-training programs as directed.
• Maintains positive relationships and partners with other UKR departments to ensure that departmental goals are met while maintaining UKR standards. Responsible for maintaining the quality, cleanliness and facility maintenance standards to ensure assigned venues are “Show Ready” for Guests at all times and in back-of-house areas for Team Members.
• 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.

ADDITIONAL INFORMATION:

• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• At times, this individual may cover an area with multiple venues depending on scheduling and business needs. This individual will manage daily labor budgets and is responsible for the safe, efficient and friendly operation of the venues daily as well as the safety of the Team Members who work at these venues.
• Must be able to work a flexible and varying schedule based on business needs.

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 guest and team interaction and development skills.
• Strong verbal and written communication skills.
• Ability to maximize efficiency and working procedures.
• Ability to balance multiple tasks and utilize problem solving skills.
• Willing to work a flexible schedule with nights, holidays and weekends is required.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

EDUCATION:

• High School Diploma or GED required.

EXPERIENCE:

• 1+ years of leadership experience is required; or equivalent combination of education and experience. 1+ years' experience in Guest Service, Hospitality, or Theme Park is required.

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

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Kids Resort via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Kids Resort HR/Recruitment will be deemed the sole property of Universal Kids Resort. No fee will be paid in the event the candidate is hired by Universal Kids Resort as a result of the referral or through other means.

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