Guest Experience Communications Specialist

Universal Studios; California; On-site; USD 36,000 - 40,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k)

Paid leave

Tuition reimbursement

Employee discounts

Job summary

NBCUniversal’s Guest Communications Coordinator plays a pivotal role in managing guest emails, social media, and calls for Universal Studios Hollywood. You will partner with multiple departments to resolve issues, document cases in Salesforce, and ensure top-tier service while upholding confidentiality.

The role requires strong writing skills, weekend/holiday/night availability, and experience in guest services to drive memorable experiences for park guests.

Qualifications

• High School diploma or GED required.
• At least 2 years of Guest Services experience required; or combination of education and customer service experience.
• Must be available to work on weekends, holidays and nights.
• Must be able to type 50-60WPM.
• Impeccable written and verbal communication skills.
• Minimum one-year experience in professional writing and/or correspondence.

Responsibilities

• Oversee and respond to guest correspondence via email, social platforms, and phone for Universal Studios Hollywood.
• Investigate guest concerns from start to finish by partnering with operational departments and leadership teams.
• Input, review, and maintain accurate guest information in the Guest Comment Database (Salesforce).
• Coordinate with Operations, Retail, Risk, Legal, Finance, VIP, Accessibility Services, and social media teams.
• Determine and administer appropriate guest recovery within guidelines.
• Provide top-level customer service internally and externally with professionalism and confidentiality.
• Maintain understanding of park operations, policies, promotions, and guest experience initiatives.
• Direct guests with non-theme park issues to proper NBCUniversal areas as needed.
• Perform other duties as assigned.

Skills

Guest Services

Customer Service

Written Communication

Verbal Communication

Typing

Education

High School diploma or GED

Associate's or Bachelor's degree in Communications (preferred)

Tools

Salesforce

Microsoft Office Suite

Job description

NBCUniversal’s Guest Communications Coordinator plays a pivotal role in managing guest emails, social media, and calls for Universal Studios Hollywood. You will partner with multiple departments to resolve issues, document cases in Salesforce, and ensure top-tier service while upholding confidentiality.

The role requires strong writing skills, weekend/holiday/night availability, and experience in guest services to drive memorable experiences for park guests.