Coordinator Guest Communications

NBCUniversal•Universal City, CA

5d•Onsite

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 role investigates guest concerns from start to finish, coordinating with operational departments, leadership teams, and support functions across the business. It also maintains accurate guest information and case documentation, determines appropriate guest recovery within established guidelines, and provides professional, confidential, top-level customer service to guests and colleagues. The coordinator maintains a strong understanding of park operations, policies, promotions, accessibility offerings, ticketing systems, and guest experience initiatives, and directs non-theme-park-related inquiries to the appropriate NBCUniversal teams.

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.
Ability 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.
Strong customer service, interpersonal, and organizational skills.
Ability to identify key elements of guest concerns when replying to guests.
Ability to provide creative solutions to guest situations.
Ability to work in a fast-paced, repetitive teamwork environment.

Nice To Haves

Associate or bachelor’s degree (or equivalent) in Communications preferred.
Proficiency in Microsoft Suite.
Proficiency with Salesforce or a comparable CRM tool.
Theme park experience preferred.

Responsibilities

Accept escalations from the Guest Contact Center concerning in-park experiences and online order issues or concerns.
Direct guests with non-theme-park-related issues to appropriate areas within NBCUniversal and assist with other inquiries as needed.
Investigate guest concerns from start to finish by partnering with operational departments, leadership teams, and support functions.
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 internally and externally 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.