Sr. Coordinator, VIP Experience

Universal Orlando•Orlando, FL

About The Position

The Senior Coordinator oversees the daily operation of one or more VIP Experience 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, helps maintain premium product quality, and ensures compliance with Universal policies and procedures. It also supports staffing and resource planning, tour transactions, revenue auditing, guest recovery, team member training, and coordination with resort divisions and partners.

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.
Three or more years of previous Guest Service experience in the hospitality industry preferred.
One or more years of experience providing direction preferred.

Responsibilities

Oversee the daily operation of one or more VIP Experience-operated products.
Provide direction, tasking, and assignments to hourly Team Members, including Tour Guides, Coordinators, Operations Specialists, and Tour Base Operators.
Maintain the quality standards of a premium product.
Balance departmental resources through Manager’s Workstation.
Audit daily revenue and reports for inconsistencies.
Manage staffing according to tour requirements, the tour tracker, and budget line schedule, and ensure appropriate staffing utilization throughout the day.
Oversee tour transactions and process Tour Guide gratuities via Galaxy.
Handle escalated guest concerns in person, by phone, and in writing.
Provide guidance to Operations Specialists on compensation and assist with compensation in escalated recovery situations.
Ensure guest feedback is properly documented and follow up with Guests who request contact in post-tour surveys.
Assist with training and coaching, conduct shift meetings, communicate performance and behavioral expectations, provide feedback and recognition, and ensure Team Members are wardrobe compliant.
Report behaviors requiring discipline and documentation to the management team.
Assist with training documentation and help ensure timely completion of mandatory learning and compliance training.
Communicate with VIP Guides, as instructed by leadership, about tour start times, tour requests, and pertinent information regarding scheduled tours.
Modify Guide schedules to meet specific Guest requests using scheduling documents and tools, including KRONOS.
Coordinate with resort divisions to set up and confirm experiences that directly affect the guest experience.
Build working relationships with Team Members outside the department and act as a liaison for the VIP Experience brand.
Coordinate with Executive/Talent Relations, Marketing, Public Relations, Human Resources, Legal, Security, and other groups 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.
Participate in Environmental, Health & Safety responsibilities by following established UO policies, procedures, training, and Team Member involvement activities.
Perform other duties as assigned.