NBC Universal Guest Services Opportunities in Orlando, Florida
Guest Services Opportunities
Job ID: 502612
Park & Resort Operations
Universal Orlando Resort ® is a universe of opportunities for people who have a lot to offer. It takes a special kind of person to work at Universal Orlando. An individual who knows how to be part of a team. Someone with a sense of fun who’s serious about their work. A person who knows it doesn’t take magic to put a smile on a guest’s face… it takes hard work, dedication, knowledge and just the right amount of Universal attitude. Whether you’re serving food, working in an office, maintaining equipment, performing in costume or operating a ride, you won’t just be ‘doing a job.’ You’ll be creating memories for our guests that will last a lifetime. Are YOU that kind of person?
Discover what’s in store for you in our forever expanding Universe!
Apply Now for Universal Orlando Guest Services!
GUEST SERVICES COORDINATOR: Help create a lasting, positive impact on our guests by assisting with any and every type of situation while working in a fast paced environment.
Essential Duties Include:
Providing positive interactions with our guests in a friendly and courteous manner.
Fulfilling guest inquires by utilizing in depth knowledge of the UO resort as well as the general Orlando/Kissimmee area. Asks exploratory questions to identify concerns, needs, and expectations as well as fully investigate issues such as: long lines, crowd control, inclement weather, negative employee comments, height restrictions, property damage and inoperable attractions.
Performing concierge duties to promote the ultimate guest services experience and ‘one stop shopping’ such as: assisting guests with taxi, auto service, restaurant and hotel reservations, messages and lost children.
Resolving sensitive guest situations on an individual basis through phone calls, letters, or personal interactions
Processing, investigating and resolving all ticket issues including but not limited to vouchers, and complimentary tickets.
Communicating the appropriate accommodations for guests with disabilities in accordance with ADA guidelines and receive, log, document and secure lost and found items for the entire company and returning items to guests in a timely manner.
GUEST COMMUNICATIONS COORDINATOR : Responsible for troubleshooting and resolving guest concerns via telephone, email, letter, and in some instances, in person. Providing exemplary guest service by assisting and satisfying guests needs.
Essential Duties Include:
Responds to guest inquires complaints, and other correspondence via telephone, email, letter, fax, and in-person.
Fulfills guest inquires by utilizing knowledge of UO resort, as well as, the general Orlando/Kissimmee area. Performs concierge duties to promote the ultimate Guest Services experience and ‘one stop shopping’ such as: assisting guest with restaurant bookings, hotel inquiries, ticket inquiries, trip planning, etc.
Resolves and eases sensitive guest situations on an individual basis through phone calls, letters, or personal interactions. Asks exploratory questions to identify concerns, needs, and expectations as well as fully investigate issues such as: long lines, crowd control, inclement weather, negative employee comments, height restrictions, property damage, and inoperable attractions. Determines and provides appropriate level of guest recovery. This may also include accompanying or transporting guests and/or family members to Health Services or medical facilities and assisting with transportation and lodging arrangements.
Communicates the appropriate accommodations for guests with disabilities in accordance with ADA guidelines. Communicates other UO events and policies such as costume, baggage, loose items, etc.
Some coordinators will engage in administrative duties such as mailing guest lost items, mailing guest letters, uploading guest correspondence, and maintaining paper and electronic files.
Positions in Guest Services require:
Ability to stand for long periods of time
Working outdoors in all weather conditions
Maintaining a clean work environment with use of cleaning chemicals
Handling cash in sales/upgrade transactions
IT’S A BIG UNIVERSE. WHERE DO YOU FIT IN?
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