Coordinator, Guest Services - Universal Kids Resort

Guest Service Representative

Responsible for providing exemplary Guest service while maintaining a positive atmosphere to ensure that Guests enjoy their stay at Universal Kids Resort (UKR). Supports Guest questions during escalated or sensitive situations, manages Guest expectations, assists with sharing park information, and troubleshooting situations that may arise during Guest visits. Monitors different communications and social media platforms, encourages Guest engagement, and ensures Guest concerns are responded to in a reasonable timeframe. Collects and maintains safe storage of company assets and Guest items for UKR's Lost & Found Program and supports lost children when needed. Escalates Guest issues to leadership to resolve in a timely manner as necessary. Acts as a first point-of-contact for Guest VIP Tours and supports in-park play experiences as needed.

Job Responsibilities:

• Resolves and eases sensitive Guest situations on an individual basis through personal interactions with Guests by asking exploratory questions to identify and resolve the concerns, needs and expectations of each situation. Fully investigates issues including but not limited to ticketing, long queues, crowd control, inclement weather, Team Member interactions, height restrictions, property damage, inoperable attractions, etc. Determines and provides the appropriate level of Guest recovery and/or compensation following UKR standards and procedures. Accurately and fully documents guest feedback via the UDX Comment Portal by creating new guest file or updating existing file as necessary.
• Professionally and individually asks exploratory questions to identify Guest expectations and resolution needs. Responsible for presenting park information to Guests in an enthusiastic, friendly, and outgoing manner. Communicates the appropriate accommodations and special requests for Guests with disabilities in accordance with ADA guidelines. Supports IBCCES inquiries, requests, and issues and communicates the appropriate information while adhering to IBCCES certification standards and procedures. Supports sensory equipment requests and inventory management.
• Processes transactions for the sales of park admissions as needed. Processes, investigates and resolves all ticket issues including but not limited to Online Ticket Store, Front Gate Sales, ETDS, vouchers and complimentary tickets. Fulfills Guest inquires by utilizing in-depth knowledge of Universal Kids Resort as well as the general Frisco/Metro Dallas area to provide a wide range of hospitality recommendations. Performs concierge duties to provide the ultimate Guest experience and "one stop shopping" such as: upgrades on all tickets, lost children, transportation needs, lost and found items, cash to card transactions, and on-site hotel inquiries. Receives, logs, documents and secures lost and found items for Universal Kids Resort and partners with Hotel Operations leadership to return items to Guests in a timely manner.
• Monitors and corresponds with Guests through UKR social media channels privately and publicly on Facebook, Twitter, and other channels. Responds following the brand voice standards and correct nomenclature using excellent written communication, resources, and product knowledge to Guest reviews posted on Social Media platforms including Google, Yelp, TripAdvisor, etc. Researches Guest information from social media and other correspondence to identify concerns, needs, and expectations of Guests. Communicates with partners to provide information and Guest feedback shared within a timely manner.
• Performs all duties related to the daily opening and closing of Guest Services location, including monitoring Guest trends and queue times, handling escalations and resolving Guest concerns, and assisting with all communication with UKR leadership as needed. Accurately documents Guest issues and asks identifying questions to better understand trends to share with Guest Programs & Events management.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
• Perform other duties as assigned.

Additional Information:

• This role at times may require professional communication with company executives/executive assistants and high-profile Guests.

Qualifications:

• Customer Service oriented and ability to remain calm under pressure and changing conditions.
• Demonstrated ability to communicate clearly and professionally.
• Demonstrated problem solving skills.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

Education:

• Bachelor's degree is preferred.

Experience:

• 2+ years of previous Guest Service experience is preferred; or equivalent combination of education and experience.

Your talent, skills and experience will be rewarded with a competitive compensation package.