Guest Experience Specialist | VIP Tours & Concierge

Universal Orlando Resort; Frisco (TX); On-site; USD 22,000 - 30,000; Full time

Job summary

Universal Kids Resort in Frisco, TX seeks a Guest Services Associate to deliver exceptional service and maintain a positive atmosphere for guests during their visit. You will handle questions, assist with park information, and support VIP tours while following UKR standards.

You will monitor guest feedback, manage escalations, assist with lost & found, and coordinate with leadership to ensure timely responses and a seamless guest experience.

Qualifications

• Customer service oriented and ability to remain calm under pressure
• Clear and professional communication for diverse guests
• Strong problem solving and conflict resolution skills
• Ability to accommodate guests with disabilities per ADA guidelines
• Reliable with consistent attendance

Responsibilities

• Resolves sensitive guest situations through personal interactions and documentation
• Presents park information enthusiastically and assists with special requests
• Processes ticket/transaction inquiries and manages lost and found items
• Monitors social media channels and responds with brand-appropriate messaging
• Oversees daily opening/closing duties and escalations in Guest Services
• Supports Environmental, Health & Safety responsibilities and follows UKR policies

Skills

Customer service

Communication

Problem solving

Education

Bachelor’s degree

Job description

Universal Kids Resort in Frisco, TX seeks a Guest Services Associate to deliver exceptional service and maintain a positive atmosphere for guests during their visit. You will handle questions, assist with park information, and support VIP tours while following UKR standards.

You will monitor guest feedback, manage escalations, assist with lost & found, and coordinate with leadership to ensure timely responses and a seamless guest experience.