Coordinator, Guest Services - Universal Kids Resort

Universal Orlando•Frisco, TX

16h

About The Position

The Coordinator, Guest Services provides exemplary Guest service and maintains a positive atmosphere so Guests can enjoy their stay at Universal Kids Resort. The role responds to Guest questions, including escalated or sensitive concerns; manages expectations; shares park information; and troubleshoots issues that arise during visits. It monitors communications and social media, encourages Guest engagement, and ensures concerns receive a timely response. The coordinator also manages Lost & Found items, supports lost children when needed, escalates issues to leadership, serves as a first point of contact for Guest VIP Tours, and supports in-park play experiences as needed. The position investigates and resolves Guest concerns, documents feedback, provides appropriate recovery under resort standards, communicates accessibility accommodations, assists with ticketing and admissions transactions, and offers concierge services. It also handles social media correspondence and reviews, coordinates Guest feedback with partners and leadership, and supports the daily opening and closing of the Guest Services location. The role requires following established Environmental, Health & Safety policies and procedures. At times, it may involve professional communication with company executives, executive assistants, and high-profile Guests.

Requirements

Customer-service orientation and ability to remain calm under pressure and changing conditions.
Demonstrated ability to communicate clearly and professionally.
Demonstrated problem-solving skills.
Consistent attendance.
Ability to perform the essential duties satisfactorily, with reasonable accommodation where applicable.

Nice To Haves

Bachelor’s degree preferred.
Two or more years of previous Guest Service experience preferred, or an equivalent combination of education and experience.

Responsibilities

Resolve sensitive Guest situations through individual interactions, exploratory questions, investigation, and appropriate Guest recovery or compensation under UKR standards and procedures.
Investigate issues involving ticketing, queues, crowd control, inclement weather, Team Member interactions, height restrictions, property damage, and inoperable attractions.
Document Guest feedback and concerns accurately in the UDX Comment Portal and share relevant trends with Guest Programs & Events management.
Present park information to Guests in an enthusiastic, friendly, and outgoing manner.
Communicate accommodations and special requests for Guests with disabilities in accordance with ADA guidelines.
Support IBCCES inquiries, requests, and issues while following certification standards and procedures.
Support sensory equipment requests and manage related inventory.
Process sales of park admissions as needed and investigate and resolve ticket issues involving online sales, Front Gate Sales, ETDS, vouchers, and complimentary tickets.
Provide hospitality recommendations based on knowledge of Universal Kids Resort and the Frisco/Metro Dallas area.
Perform concierge duties, including ticket upgrades, assistance with lost children, transportation needs, Lost & Found items, cash-to-card transactions, and on-site hotel inquiries.
Receive, log, document, and secure Lost & Found items, coordinating with Hotel Operations leadership to return items to Guests in a timely manner.
Monitor and respond privately and publicly to Guests through UKR social media channels, including Facebook, Twitter, and other channels.
Respond to Guest reviews on social media platforms such as Google, Yelp, and TripAdvisor using brand voice standards, correct nomenclature, strong written communication, and product knowledge.
Research Guest information from social media and other correspondence to identify concerns, needs, and expectations.
Communicate with partners and share Guest feedback in a timely manner.
Perform daily opening and closing duties for the Guest Services location, monitor Guest trends and queue times, handle escalations, resolve concerns, and communicate with UKR leadership as needed.
Follow established Environmental, Health & Safety policies, procedures, training, and team member involvement activities.
Perform other duties as assigned.