Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You'll learn more about this during the recruitment process.
JOB SUMMARY:
Facilitates and directs the guest services department, including management of the guest services staff and their communication with the guests.
MAJOR RESPONSIBILITIES:
Responsible for the overall supervision, training and development of the Guest Service areas at each park.
Responsible for the research and resolution of guest issues. Develops and implements policies and procedures for dealing with guest concerns. Ensures guest issues are responded to appropriately and consistently. Ensures complete follow-up of all guest concerns, responds to guest inquiries, questions and complaints.
Track patterns and develop statistical reports regarding guest issues and experiences, both positive and negative. Communicates this information to the appropriate parties. Ensures proper action is taken to eliminate future negative guest experiences.
Responsible for the development and management of labor and non-labor budgets for the Guest Service departments.
Communicates Marketing programs/special events to staff. Audits and looks for efficiencies within work unit. Evaluates various Marketing programs and work with key contacts to ensure programs success.
Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Performs other duties as assigned.
EDUCATION:
Bachelor's degree from a four-year college or university required.
EXPERIENCE:
3-5 years guest service management experience required; or equivalent combination of education and experience.
Your talent, skills and experience will be rewarded with a competitive compensation package.
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