Tour Guide, VIP Experience (Temporary Assignment)

Universal Orlando•Orlando, FL

About The Position

A Guide, VIP Experience is responsible for helping Guests enjoy their stay at our Resort and/or on a VIP Tour through: Setting expectations, troubleshooting and resolving Guest situations, and conducting Resort-wide Tours. A Guide provides exemplary Guest Service while maintaining quality and a positive atmosphere. Duties include, but are not limited to, satisfying Guests needs, maintaining constant surveillance of inventory, assisting the daily operation, and in-depth knowledge of the Resort and its attractions.

Requirements

Virtual and In-Person Audition/Interview required.
This opportunity is contingent on successfully passing VIP Tour Guide Training.
3+ years previous Guest Service experience in Hospitality Industry preferred.
1+ year providing direction preferred
Or equivalent combination of education and experience.

Nice To Haves

Bachelor’s degree is strongly preferred.
This role at times may require professional communication with company executives/executive assistants and high-profile guests.

Responsibilities

Asks exploratory questions to identify Guest expectations and plan VIP Tours of USF, IOA, and more.
Responsible for presenting park information to Tour Guests in an enthusiastic, friendly, and outgoing manner.
Fully investigates issues such as: crowd control, inclement weather, employee interactions, height restrictions, and inoperable attractions to make adjustments as needed to the itinerary based on the aforementioned circumstances.
Communicates the appropriate accommodations for guests with disabilities in accordance with ADA guidelines.
Performs concierge duties to provide the ultimate guest experience including, but not limited to: upgrades on all ticket media, restaurant reservations, assisting with general questions, and transportation needs.
Utilizes in depth knowledge of the Universal Orlando Resort as well as the general Orlando/Metro Orlando area to provide a wide range of hospitality recommendations.
Documents all concerns and/or Tour summaries appropriately and completely.
Resolves and eases sensitive guest situations on an individual basis through personal interaction.
Determines and provides appropriate level of guest recovery and compensation for all Guest situations with the assistance from Senior Coordinators.
In a Host or Tour Base Operator capacity, use knowledge of ticket and product types to assist the VIP Experience operation with check-in of tours.
Practices proper cash handling procedures using credit card transactions.
Accurately tracks supply inventory.
Assists with setting up meet and greets, reservations, and other Guest experiences.
Responsible for providing exceptional tours to company executives and high-profile Guests.
Greet/meet tour Guests at locations outside of UO Property and escort them on property when arrangements are made.
Escort or accompany UO special Guests (Company Executives, celebrities, dignitaries, etc.) throughout the entire UO Resort or off property as requested.
Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training, and team member involvement activities.
Perform other duties as assigned