Guest Communications Coordinator phone
Guest Communications Coordinator phone
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Salary Not Disclosed
1 Vacancy
Job Description
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 Onsite 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 inperson. Assists Guests and Team Members by being a subject matter expert regarding Universal Orlando Resort as a whole including but not limited to: most uptodate 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 Guests 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: Onsite 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
EDUCATION: High school degree or GED is required. Bachelors degree is preferred.
EXPERIENCE: 35 Years previous Guest Service experience in Hospitality Industry preferred. 13 years previous call center experience preferred or equivalent combination of education and experience.
Universal Orlando Resort. Here you can.
Required Experience:
IC
Employment Type
Full-Time
