Sr. Coordinator, VIP Experience

Universal Orlando•Orlando, FL

About The Position

The Senior Coordinator oversees the daily operation of one or more VIP Experience-operated products and serves as a first point of contact for Team Members, Guests, and operational partners in partnership with management. The role monitors VIP Tour inventory, assigns tasks and tours, maintains premium-product quality standards, and helps ensure operations comply with Universal’s policies and procedures. The Senior Coordinator balances departmental resources and staffing, audits revenue and reports, oversees tour transactions, and processes Tour Guide gratuities. The position handles escalated guest concerns, supports guest recovery and compensation, documents feedback, and follows up with Guests who request contact. It also assists with team-member training, coaching, shift meetings, performance feedback, compliance training, and wardrobe standards. The role communicates tour details and guest requests to VIP Guides, adjusts Guide schedules using scheduling documents and tools, and coordinates with other resort divisions to arrange guest experiences. It also works with departments such as Executive/Talent Relations, Marketing, Public Relations, Human Resources, Legal, and Security on high-profile clientele, guest safety, and brand reputation. The Senior Coordinator participates in Environmental, Health & Safety responsibilities and performs other duties as assigned.

Requirements

Working knowledge of Galaxy, the Internet, and Microsoft Office is required.
Equivalent combination of education and experience may be considered.

Nice To Haves

Bachelor’s degree preferred.
3+ years of previous Guest Service experience in the hospitality industry preferred.
1+ year providing direction preferred.

Responsibilities

Oversee the daily operation of one or more VIP Experience-operated products and provide direction, tasks, and assignments to hourly Team Members.
Maintain the quality standards of a premium product.
Balance departmental resources through Manager’s Workstation; audit daily revenue and reports for inconsistencies.
Manage staffing based on tour requirements, the tour tracker, and budget line schedule, and ensure appropriate staffing utilization.
Oversee tour transactions and process Tour Guide gratuities via Galaxy.
Handle escalated guest concerns in person, by phone, or in writing; guide Operations Specialists on compensation and assist with escalated guest recovery.
Ensure guest feedback is documented and follow up with Guests who request contact in post-tour surveys.
Assist with training and coaching, conduct shift meetings, communicate expectations, provide feedback and recognition, and ensure wardrobe compliance.
Report behaviors requiring discipline or documentation to management; assist with training documentation and mandatory learning and compliance training completion.
Communicate tour start times, requests, and relevant scheduled-tour information to VIP Guides as instructed by leadership.
Modify Guide schedules to meet specific Guest requests using scheduling documents and tools, including KRONOS.
Coordinate with resort divisions to set up and confirm guest experiences, build working relationships, and act as a liaison for the VIP Experience brand.
Coordinate with Executive/Talent Relations, Marketing, Public Relations, Human Resources, Legal, Security, and others regarding high-profile clientele, guest safety and security, brand voice, and brand reputation.
Manage and distribute executive and complimentary products through Genesis and other resources as needed.
Follow established Environmental, Health & Safety policies, procedures, training, and team-member involvement activities.
Perform other duties as assigned.