JOB SUMMARY: Responsible for the operation of Universal’s Volcano Bay Guest Services & Concierge Teams. Oversees the daily operation of the parks main Guest Services location, in-park Concierge Huts, Lockers, and Premium Products Inventory Control Teams. Performance manages and provides direction to Guest Services Senior Coordinators and Guest Services Coordinators.
MAJOR RESPONSIBILITIES:
- Responsible for managing the daily operation of Universal’s Volcano Bay Guest Services Teams, including park entry/exit Guest Services, in-park Concierge Huts, lockers locations, and the Premium Products Inventory Control group.
- Manages the Guest Services Senior Coordinator Team to ensure to ensure an efficient operation. Manages the daily labor/expense budgets and ensures appropriate staffing utilization and par staffing levels. Adjusts staffing levels to support Guest Service needs and sales initiatives. Provides direction to Senior Guest Services Coordinators to pro-actively manage scheduling opportunities and labor efficiencies. Develops and coaches Senior Coordinator/Coordinator Teams and provides feedback on performance and growth.
- Manages hourly Team Members by communicating and enforcing performance expectations, company policies, and department operating standards. Addresses Team Member situations and collaborates with the Human Resources team for guidance when necessary. Participates in shift meetings and communicates pertinent information (including daily sales goals) in support of revenue plan and resort wide initiatives to ensure that Team Members are subject knowledge experts for Universal Orlando Resort. Ensures Senior Guest Services Coordinators are driving GSAT & TSAT action plans to increase Guest and Team Member satisfaction.
- Identifies trends and communicates escalated Guest feedback to various partners across the resort in a timely manner. Builds and supports partnerships around the resort regarding Guest feedback and recovery. Partners include: Revenue Accounting, Legal Affairs, Risk Management, Guest Contact Center, Destination Universal, Public Relations, IT, Product Planning, On-Site Loew’s Hotels, etc.
- Analyzes reporting to monitor Premium Products inventories and communications sales information. Action plans to increase sales opportunities and drive revenue. Manages Executive/VIP reservations, and communicates related information to key stakeholders.
- 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:
- High school degree or GED is required.
- Associate’s degree (AA) is preferred
EXPERIENCE:
- 1-2 years of Park Operations Leadership experience required; or equivalent combination of education and experience.
- Prior Guest Services and Sales experience preferred.
Your talent, skills and experience will be rewarded with a competitive compensation package.
Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.
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