Coordinator Guest Communications

NBCUniversal•Universal City, CA

5d•$26 - $29

About The Position

The Guest Communications Coordinator oversees and responds to guest correspondence on behalf of Universal Studios Hollywood through email, social media platforms, and phone calls. The coordinator investigates guest concerns, works with operational departments and support functions to resolve them, maintains accurate guest information and case documentation, and administers appropriate guest recovery within established guidelines. The role requires professionalism, confidentiality, strong customer service, and a thorough understanding of park operations, policies, promotions, accessibility offerings, ticketing systems, and guest experience initiatives.

Requirements

High school diploma or GED required.
At least 2 years of Guest Services experience, or a combination of education and customer service experience.
Must be available to work weekends, holidays, and nights.
Must be able to type 50–60 words per minute.
Impeccable written and verbal communication skills.
At least one year of experience in professional writing and/or correspondence.

Nice To Haves

Associate or bachelor’s degree (or equivalent) in Communications preferred.
Strong customer service skills and ability to identify key elements of guest concerns when replying to guests.
Proficiency in Microsoft Suite.
Proficiency with Salesforce or a comparable CRM tool.
Strong customer service, interpersonal, and organizational skills.
Ability to provide creative solutions to guest situations.
Ability to work in a fast-paced, repetitive teamwork environment.
Theme park experience preferred.

Responsibilities

Accept escalations from the Guest Contact Center about in-park experiences and online order issues or concerns; direct guests with non-theme park issues to the appropriate NBCUniversal areas and assist with other inquiries as needed.
Investigate guest concerns from start to finish in partnership with operational departments, leadership teams, and support functions across the business.
Input, review, and maintain accurate guest information and case documentation in the Guest Comment Database (Salesforce) and other applicable systems.
Coordinate with Operations, Retail, Risk Management, Legal, Finance, VIP, Accessibility Services, social media, and other digital platforms as needed.
Determine and administer appropriate guest recovery within established guidelines.
Provide top-level customer service to internal and external audiences while maintaining professionalism and confidentiality.
Maintain a strong understanding of current park operations, policies, promotions, accessibility offerings, ticketing systems, and guest experience initiatives.
Perform other duties as assigned.