Coordinator, Guest Services

Referral Job Portal; Orlando (FL); On-site; USD 36,000 - 50,000; Full time

Job summary

Universal Orlando is seeking a Guest Services Coordinator to help Guests enjoy their stay by setting expectations, troubleshooting, and resolving situations. You will deliver exemplary service while safeguarding assets and maintaining a positive atmosphere.

Duties include handling concierge requests, upgrades, tickets and reservations; processing transactions with accuracy; and adhering to ADA accommodations. A Bachelor’s degree is preferred and 3+ years in hospitality is expected.

Qualifications

• 3+ years of guest service experience in hospitality.
• 1+ year providing direction or leadership.
• Equivalent combination of education and experience accepted.

Responsibilities

• Resolve-sensitive guest situations through personal interaction and documentation.
• Provide concierge services and up-sell or arrange tickets, reservations, and other guest requests.
• Perform cash handling and protect company assets with accuracy and integrity.
• Follow ADA guidelines and maintain a safe, welcoming environment for all guests.

Skills

Guest service

Leadership

Education

Bachelor's degree (preferred)

Job description

JOB SUMMARY:

Guest Services Coordinators are responsible for helping Guests enjoy their stay at our resort through: setting expectations and troubleshooting and resolving Guest situations. Coordinators provide exemplary Guest Service while maintaining quality and a positive atmosphere. Duties include, but are not limited to, satisfying Guests needs and maintaining constant surveillance of cash drawers and other company assets.

MAJOR RESPONSIBILITIES:

• Resolves and eases sensitive guest situations on an individual basis through personal interaction. Asks exploratory questions to identify and documents the concerns, needs and expectations as well as fully investigates issues such as: long queues, crowd control, inclement weather, employee interactions, height restrictions, property damage and inoperable attractions ect. Communicates the appropriate accommodations for guests with disabilities in accordance with ADA guidelines. Determines and provides appropriate level of guest recovery and compensation.
• Fulfills guest inquires by utilizing in depth knowledge of the Universal Orlando resort as well as the general Orlando/Metro Orlando area. Performs concierge duties to provide the ultimate guest experience and “one stop shopping” such as: upgrades on all ticket media, restaurant and hotel reservations, lost children, transportation needs and foreign currency exchange.
• Processes, investigates and resolves all ticket issues including but not limited to UPRV, Destination Universal, Timeshares, Online Ticket Store, Front Gate Sales, ETDS, vouchers and complimentary tickets. Receives, logs, documents and secures lost and found items for the entire company and returns items to guests in a timely manner.
• Practices proper cash handling procedures and maintains constant surveillance of cash drawer to ensure accuracy at cash out.
• 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 is preferred.

EXPERIENCE:

• 3+ Years previous Guest Service experience in Hospitality Industry preferred.
• 1+ Years providing direction preferred
• or equivalent combination of education and experience.

ADDITIONAL INFORMATION:

• Resolves and eases sensitive guest situations on an individual basis through personal interaction.
• Communicates the appropriate accommodations for guests with disabilities in accordance with ADA guidelines.
• Performs concierge duties to provide the ultimate guest experience and “one stop shopping”.

Universal Orlando is an equal opportunity employer. EOE