Coordinator, Guest Services (Volcano Bay)

Universal Orlando•Orlando, FL

17h

About The Position

Guest Services Coordinators are responsible for helping Guests enjoy their stay at our resort through: setting expectations and troubleshooting and resolving Guest situations. Coordinators provide exemplary Guest Service while maintaining quality and a positive atmosphere. Duties include, but are not limited to, satisfying Guests needs and maintaining constant surveillance of cash drawers and other company assets. Resolves and eases sensitive guest situations on an individual basis through personal interaction. Asks exploratory questions to identify and documents the concerns, needs and expectations as well as fully investigates issues such as: long queues, crowd control, inclement weather, employee interactions, height restrictions, property damage and inoperable attractions ect. Communicates the appropriate accommodations for guests with disabilities in accordance with ADA guidelines. Determines and provides appropriate level of guest recovery and compensation. Fulfills guest inquires by utilizing in depth knowledge of the Universal Orlando resort as well as the general Orlando/Metro Orlando area. Performs concierge duties to provide the ultimate guest experience and “one stop shopping” such as: upgrades on all ticket media, restaurant and hotel reservations, lost children, transportation needs and foreign currency exchange. Processes, investigates and resolves all ticket issues including but not limited to UPRV, Destination Universal, Timeshares, Online Ticket Store, Front Gate Sales, ETDS, vouchers and complimentary tickets. Receives, logs, documents and secures lost and found items for the entire company and returns items to guests in a timely manner. Practices proper cash handling procedures and maintains constant surveillance of cash drawer to ensure accuracy at cash out. Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.

Requirements

Bachelor’s degree is preferred.
3+ Years previous Guest Service experience in Hospitality Industry preferred.
1+ Years providing direction preferred or equivalent combination of education and experience.

Responsibilities

Resolves and eases sensitive guest situations on an individual basis through personal interaction.
Asks exploratory questions to identify and documents the concerns, needs and expectations as well as fully investigates issues such as: long queues, crowd control, inclement weather, employee interactions, height restrictions, property damage and inoperable attractions ect.
Communicates the appropriate accommodations for guests with disabilities in accordance with ADA guidelines.
Determines and provides appropriate level of guest recovery and compensation.
Fulfills guest inquires by utilizing in depth knowledge of the Universal Orlando resort as well as the general Orlando/Metro Orlando area.
Performs concierge duties to provide the ultimate guest experience and “one stop shopping” such as: upgrades on all ticket media, restaurant and hotel reservations, lost children, transportation needs and foreign currency exchange.
Processes, investigates and resolves all ticket issues including but not limited to UPRV, Destination Universal, Timeshares, Online Ticket Store, Front Gate Sales, ETDS, vouchers and complimentary tickets.
Receives, logs, documents and secures lost and found items for the entire company and returns items to guests in a timely manner.
Practices proper cash handling procedures and maintains constant surveillance of cash drawer to ensure accuracy at cash out.
Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Performs other duties as assigned.