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Guest Services Coordinator-Universal Orlando Resort


Orlando, FL
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Job Details

Company NBC Universal

Job Title Guest Services Coordinator-Universal Orlando Resort

Jobid 23553-7143467986

Location: Orlando, FL, 32806, USA

Description Job Description

Universal OrlandoGuest Services Coordinatorshelp create a lasting, positive impact by assisting our guests with any and every type of situation while working in a fast-paced environment.

Guest Services Coordinatorsat Universal Orlando are responsible for:

+ Providing positive interactions with our guests in a friendly and courteous manner.

+ Fulfilling guest inquires by utilizing in-depth knowledge of the UO resort as well as the general Orlando/Metro Orlando area.

+ Asking exploratory questions to identify concerns, needs, and expectations as well as fully investigate issues such as: long lines, crowd control, inclement weather, negative employee comments, height restrictions, property damage and inoperable attractions.

+ Performing concierge duties to promote the ultimate guest services experience and “one-stop shopping” such as: assisting guests with taxi, auto service, restaurant and hotel reservations, messages and lost children.

+ Resolving sensitive guest situations on an individual basis through phone calls, letters, or personal interactions

+ Processing, investigating and resolving all ticket issues, including, but not limited to, vouchers and complimentary tickets.

+ Communicating the appropriate accommodations for guests with disabilities in accordance with ADA guidelines and receive, log, document and secure lost and found items for the entire company and returning items to guests in a timely manner.

+ Acting as a VIP Tour Guide for our guests if needed by presenting history and information about the parks, resort and production facilities, including specific information about our attractions, buildings, stories, ventures, etc.

+ Maintaining a clean and orderly work environment.

+ Understanding and actively participating in Environmental, Health & Safety responsibilities by following established Universal Orlando policies, procedures, training and Team Member involvement activities.

+ Performing other duties as assigned.


To perform the role of a Guest Services Coordinator successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

+ Consistent attendance and punctuality is a job requirement.

+ High school degree or GED required. Bachelor’s degree from a four-year college or university preferred.

+ 3-5 years previous guest service experience in hospitality industry preferred. 1-3 years providing direction preferred; or equivalent combination of education and experience.

+ Ability to read and comprehend simple instructions, short correspondence, and memos.

+ Ability to write simple correspondence.

+ Ability to effectively communicate in one-on-one and small group situations to customers, clients, and Team Members.

+ High degree of problem solving abilities and the ability to make decisions with limited supervisory involvement required.

+ Cash handling skills and comprehensive written skills preferred.

+ Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

+ Ability to perform these operations using units of American money and weight measurement, volume, and distance.

+ Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

+ Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.

+ Ability to deal with problems involving a few concrete variables in standardized situations.

+ Bilingual speaking ability a plus.

The physical demands described below are representative of those that must be met by an individual to successfully perform the essential functions of the Guest Services Coordinator job.

+ Regularly (2/3 of the time or more) talk; hear; repeat motions more than twice per minute;use an input device-a keyboard or mouse-in a steady manner.

+ Frequently (1/3 to 2/3 of the time) stand; sit for prolonged periods; use hands and fingers to grip, pinch, handle or feel objects, tools or controls; maintain concentration/focus (e.g., ability to interpret the work environment and make decisions on predetermined operating policies and procedure).

+ Occasionally (1/3 of the time or less) walk for prolonged periods (including ability to walk at a given pace that is predetermined by a moving sidewalk); hear audible alarms, voice commands with background noise; climb stairs and/or ladders; balance; stoop, kneel; crouch or crawl; work in small or tight spaces.

The work environment characteristics described below are representative of those an individual encounters while performing the essential functions of the Guest Services Coordinator job.

+ Occasionally (1/3 of the time or less) work in outdoor weather conditions to include direct sunlight, heat or cold; require the use of a motorized company vehicle or a leased or personal vehicle for company business.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The NBC Owned Television Stations create and distribute engaging content that connects with a valuable audience in 10 major markets across the country. Our content platforms include: NBC Stations broadcast and COZI TV, station websites, digital out-of home, and mobile.  Through our local news operations, our lifestyle production arm LX.TV, and our local sales marketing and production teams, NBC creates content that connects communities with the people, events, and issues they care about most.

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