Coordinator, Guest Services - Universal Kids Resort

Universal Orlando•Frisco, TX

About The Position

The Coordinator, Guest Services provides exemplary Guest service and helps maintain a positive atmosphere so Guests can enjoy their stay at Universal Kids Resort. The role responds to questions and sensitive or escalated situations, manages expectations, shares park information, and troubleshoots issues that arise during Guest visits. It also monitors communications and social media, encourages Guest engagement, and helps ensure concerns receive timely responses. The Coordinator supports Universal Kids Resort’s Lost & Found Program by receiving, documenting, and securely storing company assets and Guest items, and assists with lost children when needed. The role escalates concerns to leadership as appropriate, 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, executive assistants, and high-profile Guests.

Requirements

Customer-service orientation and ability to remain calm under pressure and changing conditions.
Ability to communicate clearly and professionally.
Demonstrated problem-solving skills.
Consistent attendance.
Ability to perform each essential duty satisfactorily, with reasonable accommodation available for individuals with disabilities.

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 in accordance with UKR standards and procedures.
Investigate issues involving matters such as ticketing, queues, crowd control, inclement weather, Team Member interactions, height restrictions, property damage, and inoperable attractions.
Document Guest feedback and issues in the UDX Comment Portal, creating or updating Guest files and recording information accurately.
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 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.
Answer Guest inquiries using knowledge of Universal Kids Resort and the Frisco/Metro Dallas area, and perform concierge duties such as ticket upgrades, assistance with lost children and lost property, transportation needs, cash-to-card transactions, and on-site hotel inquiries.
Receive, log, document, and secure Lost & Found items, and work with Hotel Operations leadership to return items to Guests in a timely manner.
Monitor and respond to Guests through UKR social media channels, including Facebook and Twitter, and respond to online reviews using brand voice standards, correct nomenclature, strong written communication, resources, and product knowledge.
Research Guest information from social media and other correspondence to identify concerns, needs, and expectations.
Share Guest information and 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 concerns, and assist with communications to UKR leadership.
Ask identifying questions and document Guest issues to help identify trends for Guest Programs & Events management.
Follow established UDX Environmental, Health & Safety policies, procedures, training, and team member involvement activities.
Act as a first point of contact for Guest VIP Tours and support in-park play experiences as needed.
Perform other duties as assigned.