Coordinator, Guest Services - Universal Kids Resort

Universal Orlando•San Francisco, CA

About The Position

The Coordinator, Guest Services provides exemplary Guest service and helps maintain a positive atmosphere so Guests enjoy their stay at Universal Kids Resort. The role answers Guest questions, manages expectations, shares park information, troubleshoots issues, and supports Guests in escalated or sensitive situations. It monitors communications and social media platforms, encourages Guest engagement, and responds to concerns within a reasonable timeframe. The coordinator also manages the safe storage of company assets and Guest items for the Lost & Found Program, assists with lost children, escalates issues to leadership when needed, serves as a first point of contact for Guest VIP Tours, and supports in-park play experiences as needed. The position may require professional communication with company executives or their assistants and high-profile Guests. A bachelor’s degree and at least two years of prior Guest Service experience, or an equivalent combination of education and experience, are preferred. Candidates should be customer-service oriented, communicate clearly and professionally, solve problems, remain calm under pressure and changing conditions, and maintain consistent attendance. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The role includes following established Environmental, Health & Safety policies, procedures, training, and team-member involvement activities. A competitive compensation package is offered.

Requirements

Customer-service orientation and the ability to remain calm under pressure and changing conditions.
Demonstrated ability to communicate clearly and professionally.
Demonstrated problem-solving skills.
Consistent attendance.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

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, investigate concerns, and provide appropriate Guest recovery or compensation in accordance with UKR standards and procedures.
Document Guest feedback accurately in the UDX Comment Portal by creating or updating Guest files.
Ask exploratory questions to understand Guest expectations and resolution needs, and present park information in an enthusiastic, friendly, and outgoing manner.
Communicate appropriate 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 inventory management.
Process park admission sales as needed and investigate and resolve ticket issues involving the Online Ticket Store, Front Gate Sales, ETDS, vouchers, and complimentary tickets.
Provide recommendations using knowledge of Universal Kids Resort and the Frisco/Metro Dallas area, and perform concierge duties such as ticket upgrades, assistance with lost children, transportation needs, lost and found, cash-to-card transactions, and on-site hotel inquiries.
Receive, log, document, and secure lost and found items and work with Hotel Operations leadership to return items to Guests in a timely manner.
Monitor and correspond with Guests through UKR social media channels, respond to social media reviews using brand voice standards and correct nomenclature, research Guest concerns, and share feedback with partners in a timely manner.
Perform daily opening and closing duties for the Guest Services location, monitor Guest trends and queue times, handle escalations, resolve Guest concerns, and communicate with UKR leadership as needed.
Document Guest issues and identify trends to share with Guest Programs & Events management.
Follow established Environmental, Health & Safety policies, procedures, training, and team-member involvement activities.
Perform other duties as assigned.