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:
Responsible for managing the overall success of Guest Services for USF, IOA and CW and the respective Managers overseeing those areas.
MAJOR RESPONSIBILITIES:
Manages the day-to-day Guest Service Operation for USF, IOA and CW while providing exemplary guest service for all areas. Responsible for the overall supervision, training and development of Guest Service areas at each park. Performs as Entrance Operations and park duty manager and acts in a direct advisory capacity for all reporting management regarding events/incidents that affect the guest experience.
Coordinates the recruitment, hiring and training of exempt staff. Oversees the Guest Services Managers by providing feedback on performance, giving direction on how to handle, solve and prevent situations and developing communication, decision making and reasoning skills. Creates development plans and ensures the Managers are meeting all objectives and accountabilities. Provides direction for Assistant Manager, Supervisor and team member disciplinary actions and collaborates with HR team when necessary for guidance.
Responsible for all aspects of the guest experience including ongoing education and training, comment recording, and review of comment trends. Responsible for monitoring industry trends to continue to provide world class service. Develops and implements policies and procedures for dealing with guest concerns. Ensures guest issues are responded to appropriately and consistently.
Manages labor, non-labor and special event budgets and looks for ways to improve overall efficiency of Guest Service. Monitors and adjusts labor hours and budgets according to attendance levels, operating needs and other variables.
Manages planning and execution of marquee events throughout the year evaluating the guest impact and identifying solutions to minimize impact and resolve concerns. 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.
Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Performs other duties as assigned.
SCOPE:
Frequent decision-making. Exchange of information, which requires tact and/or diplomacy with guests and other UO departments. Ensures guest issues are responded to appropriately and consistently. Ensures complete follow-up of all guest concerns, responds to guest inquiries, questions and complaints.
EDUCATION:
Bachelor's degree from a four-year college or university in Hospitality or Business Administration required.
EXPERIENCE:
8-10 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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