OPX Base, Service Specialist

Universal Orlando•Orlando, FL

9d•Onsite

About The Position

Team Member focused role dedicated to elevating the quality of service provided by Team Members. Responsible for helping to maintain the high expectations of quality Guest Service throughout Universal Orlando Resort. Works with all Guest-Facing roles and their leadership to establish Guest Service expectations, recognize Team Members, and coach Team Members based on those expectations. Acts as a hands-on advocate for operational excellence and guides Team Members with live feedback and recognition based on their interactions with Guests. Responsible for maintaining and reporting accurate coaching and recognition documentation to show and track trends.

Requirements

3+ Years previous Guest Service experience in Hospitality Industry.
2+ Years providing direction preferred.
Or equivalent combination of education and experience.

Responsibilities

Observe Team Member interactions throughout the resort and identify strengths and opportunities in real time.
Provide coaching and recognition to Team Members in the moment.
Focus on practical and realistic feedback to help Team Members feel supported.
Use established service standards to maintain consistency across all parks.
Work with area leadership to develop service expectations for specific departments and venues.
Partner with Talent Development to create and train Team Members on Service standards.
Identify and proactively assist in recovering Guest situations.
Work with Attraction Operations to assist with extended downtimes and monitor Guests throughout the day in order to identify Guest recovery opportunities.
Provide Guest recovery from beginning to end and work with designated partners to provide well thought out and proper compensation.
Document Guest concerns in designated locations.
Identify Guest friction trends and work with Resort leadership to resolve friction points.
Utilize Power Apps and Power BI to track and monitor trends across Team Member, Guest, and Show Quality experiences.
Use Power BI to analyze and report on trends.
Provide reporting, feedback, and impact to partners and Executive Leadership.
Partner with Show Quality to monitor and ensure Resort quality standards are maintained in order to ensure Guest and Team Member satisfaction for an excellent experience.
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.