NBC Universal Supervisor, Digital Guest Communication-Universal Orlando Resort in Orlando, Florida

Job Description

SUMMARY: To facilitate and supervise the Guest Communication department, including the assigned staff and their communication with guests via digital platforms.


  • Supervise guest interactions and resolution of guest complaints received through digital platforms including but not limited to: Facebook, Twitter, TripAdvisor, Google Reviews and Yelp. Sets up compensation (hotel stay, meals tickets, discounts and merchandise) thorough documentation of guest experiences. Works with other management teams to resolve issues and supports other departments with guest services issues.

  • Analyzes Guest questions, concerns and feedback trends discovered through digital interactions with Guests. Creates reports and presentations based off this information.

  • 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.

  • Facilitates meetings with the Guest Services Social Media and digital Coordinators and Senior Coordinators. Also attends weekly staff and special event meetings. Partner with Social Media Marketing Team to assist with Guest feedback and concerns.

  • Understand and actively participate in Environmental, Health & Safety responsibilities by following established Universal Orlando policy, procedures, training and Team Member involvement activities.

  • Perform other duties as assigned.

SUPERVISORY RESPONSIBILITY: 3-5 direct, 55 indirect with 50% of time supervising. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

COMPLEXITY OF WORK: Moderately routine; general policies applied. Some decision-making.

RELATIONSHIPS OUTSIDE WORK UNIT:Exchange of information which occasionally requires tact and/or diplomacy.



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 required:


  • Associate’s degree is required. Bachelor’s degree in Journalism, Marketing, English or Communications is preferred.


  • 1-3 Years previous Guest Service experience in Hospitality Industry preferred. Previous experience working in social media is a plus.

LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

REASONING ABILITY: Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Ability to deal with problems involving several concrete variables in standardized situations.


  • Research Writing

  • Budgeting

  • Supervision

  • Negotiation

  • Microsoft Office

  • Customer Rep Experience

  • Safety Procedures


While performing the duties of this job, the individual is required to:

  • Regularly (2/3 of the time or more) Talking, Use of hands to pinch, feel, and grip objects. Repetition using keyboard and mouse input devices, ability to maintain alertness and attentiveness for up to 4 hours.

  • Frequently (1/3 to 2/3 of the time) Standing for prolonged periods, hearing audible alarms, voice commands, and background noises, balance, stoop, kneel, crouch, or crawl, reach, push, pull with arms above head, reach, pull, push with hands and arms below head, ability to work in small or tight spaces, and the ability to smell.

  • Occasionally (1/3 of the time or less) Climb stairs / ladders, repeating motions more than twice per minute, ability to work in area subject to vibrations. Ability to work in varied light conditions including low diminished lights.

  • Specific vision requirements for this role may include: close vision with or without corrective lens (clear vision at 20 inches or less); distance vision with or without corrective lens (clear vision at 20 feet or more); color vision (ability to identify and distinguish colors); peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); depth perception (vision, ability to judge distances and spatial relationships); adjust focus (ability to adjust the eye to bring an object into sharp focus while in changing light conditions e.g., sunshine to indoor or dark conditions).


While performing the duties of this job, the individual is required to:

  • Frequently (1/3 to 2/3 of the time) Ability to work in outdoor weather conditions to include direct sunlight, heat or cold, Valid FL State Driver’s License.

  • Occasionally (1/3 of the time or less) Exposure to high levels of noise.

(Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)