Coordinator, Guest Communications (Inbound Call Center)

Location
Orlando, Florida
Salary
Open
Posted
Nov 14, 2022
Closes
Jan 13, 2023
Ref
580317#XOJ-Universal.2

JOB SUMMARY: Responsible for correspondence with Guests regarding Universal Orlando Resort. Supports Guests' visit(s) by troubleshooting and resolving guest concerns via telephone, email, letter, and in some instances, in person. Provides exemplary guest service by assisting and satisfying guests needs. Additionally supports On-site Hotels with Guest recovery as well as serves as knowledge resource for Team Members around the Resort.

MAJOR RESPONSIBILITIES:

  • Responds to multiple guest inquires, concerns, questions, and other correspondence via telephone, email, letter, and in-person. Assists Guests and Team Members by being a subject matter expert regarding Universal Orlando Resort as a whole including, but not limited to: most up-to-date information regarding attractions, ticket products, ADA and ride requirement questions, special promotions, operating hours, special events, etc. Responsible for documenting Guest feedback in order to support Resort with identifying improvements to the Guest experience.
  • Resolves issues and eases sensitive guest situations on an individual basis through phone calls, emails, letters, or personal interactions. Asks exploratory questions to identify concerns, needs, and expectations of the Guests. Fully document and investigate issues such as, IT and ticketing troubleshooting as well as concerns with the guest experience at the Resort including: long lines, crowd control, inclement weather, negative employee comments, height restrictions, property damage, and inoperable attractions. Determines and provides appropriate level of guest recovery and properly documents the Guest's concerns. This may also include accompanying or transporting guests and/or family members to Health Services or medical facilities and assisting with transportation and lodging arrangements.
  • Supports partners including but not limited to: On-site Loews Hotels, Risk Management, Legal, IT, etc. by corresponding with Guests and in some cases, recovering the Guest situation.
  • Accurately complete administrative duties including, but not limited to: completing Guest Comments, managing cases (if applicable), drafting emails, notating tickets, etc.
  • Communicate accommodations available for guests with disabilities in accordance with current ADA guidelines. Communicate all other UO policies such as loose articles, costumes, baggage, etc.
  • 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

SCOPE: Correspondence regarding Universal Orlando Resort with Guests and Team Members via telephone, email, letter, and in some instances, in person. Provides exemplary guest service by assisting and satisfying guests needs.

EDUCATION: High school degree or GED is required. Bachelor's degree is preferred.

EXPERIENCE:

  • 3-5 Years previous Guest Service experience in Hospitality Industry preferred.
  • 1-3 years previous call center experience preferred.
  • Or equivalent combination of education and experience.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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