JOB SUMMARY:Oversees the daily operation and is the first point of contact for team members, guests, and interdepartmental partners in partnership with or absence of a Supervisor. Responsible for leading and training team members, maintaining the daily labor budgets and staffing levels, and ensuring Guest Service standards are met. Accountable for identification of operational trends received via Guest correspondence. Support frontline Team Members on the Guest Communication Team resolving guest concerns. Responsible for designing, writing, proofreading and editing various internal and external written pieces of communication for clarity and accuracy in accordance with Universal Orlando standards.
MAJOR RESPONSIBILITIES:
Manages and maintains all facets of the daily operation including but not limited to maintaining daily budgets and administrative duties, reviewing and/or making edits within KRONOS to ensure that time are properly entered based on job code and functional unit, approving daily timecards, and completing shift swaps. In the absence of a Supervisor, will approve daily scheduling request changes. Performs all duties related to the daily operation by monitoring phone volume, email and chat volume and assists with the queues as necessary. Monitors AUX/hold times, response times, skill status, lunch breaks, and assists with any and all communication with internal and external partners as needed. Makes certain that team members are wardrobe compliant and established safety practices and quality standards are maintained. Conducts daily shift meetings. Orders and maintains operational inventory.
Assist with the training and coaching of Team Members. Partners with Talent Development and OJT Instructors to ensure training documents are updated and accurate, as well as ensures that operational and procedural changes are documented and reviewed with Management and Talent Development Team. Responsible for partnering with Management Team to be first point of contact for new Team Members, monitors trainees throughout their onboarding and training to ensure operational proficiency and administers testing and sign-offs on the successful completion of training. Provides feedback and recognition, as well as documents performance via Senior Observation Reports, spot checks, and quality assurance forms. Reports behavior requiring discipline and documentation to the Management Team.
Provides assignments, direction and feedback to Chat and Email Coordinators, this may include assigning goals and tracking chats, emails, letters, faxes and other correspondence. Monitors chat and email volume and assists as necessary. Monitors incoming emails, and chat escalations for further escalation purposes. Creates regular reports on Team Members' progress, including comprehensive audits. Asks identifying questions to better understand trends, and proactively provides trend and escalation updates to Supervisors. Trains, educates, and coaches Coordinators on writing standards and standard operating procedures.
Responsible for handling escalations, resolving guest concerns, and other correspondence as needed. Accurately gathers and disseminates information to internal partners across the resort.
Proofreads, edits and writes templates for all written guest correspondence originating from the Guest Services Department, ensuring clarity, accuracy and adherence to Universal Orlando brand standards.
Understand and actively participate in Environmental, Health & Safety responsibilities by following established policy, procedures, training and team member involvement activities.
Perform other duties as assigned.
EDUCATION:Bachelor's degree is preferred.
EXPERIENCE:2+ years Guest Service experience in Hospitality Industry and/or Call Center; 1+ years of providing direction preferred; 1+ experience with written communications preferred; or equivalent combination of education and experience.
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