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Specialist (Assistant Manager), Guest Experience

Company: Universal Orlando
Location: Orlando
Posted on: May 16, 2022

Job Description:

JOB SUMMARY: Handles executive correspondence pertaining to guest emails, phone calls and letters. Works with UO Executive Team and Loews Leadership team to ensure all escalated Guest situations are properly resolved. Reviews guest feedback to identify and summarize trends throughout Universal Orlando Resort. Provides insight and recommendations to help improve the Guest Experience Resort wide.MAJOR RESPONSIBILITIES:

  • Works with the Guest Experience Senior Analyst to audit and identify trends from guest feedback through GSAT surveys and guest comments, identifies barriers and specific opportunities that are hindering the guest experience and cohesively works with departments leadership recommending approaches that can be implemented to better serve our Guests. Responsible for ongoing maintenance, tracking, and analysis of key trends and data.
  • Partners with UO Executive office to follow up and resolve all escalated guest situations and correspondence. Partners with Department Management to lead the follow up on escalated guest situations. Ensures guest issues are responded to in a timely and appropriate manner.
  • Monitors Universal Orlando Resort and other area theme parks news and websites to stay current on guest experience offerings. Through research, maintain strong understanding of guests expectations in the hospitality industry.
  • Oversees the daily audit, coding and distribution of documented guest feedback collected through all Guest Service outlets.
  • 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
    • Associates degree is required
    • Bachelors degree is required.EXPERIENCE: 3-5 years of Guest Service Experience. Communications or Marketing degree preferred; or equivalent combination of education and experience.ADDITIONAL INFORMATION:
      • Experience with the Tableau reporting platform.
      • Willingness to produce reports on a regular weekly, monthly, quarterly, or yearly basis containing primary research, ultimately utilized by leaders at all levels within Universal Parks and Resorts.
      • Desire to take proactive ownership of the accuracy and timeliness of reported data.
      • Desire to work with colleagues to review reports and dashboards to identify trends and unlock key insights.
      • Highly collaborative team player who is focused, self-motivated, detail oriented, accurate, and flexible able to quickly adapt to changing priorities and tight timelines.
      • Strong presentation skills are a must -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. -Universal Orlando Resort. Here you can.Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & 2022 Universal Studios. All rights reserved. EOE#Park Operations 3025

Keywords: Universal Orlando, Orlando , Specialist (Assistant Manager), Guest Experience, Executive , Orlando, Florida

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