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Supervisor, Guest Services
Orlando, FL
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Job Description
Universal Orlando Resort -- home of the world's two most amazing theme parks, Universal Studios and Universal's Islands of Adventure, the extraordinary Universal CityWalk entertainment center and our three fabulous hotels, PORTOFINO BAY, HARD ROCK and ROYAL PACIFIC -- is currently seeking the following professional to join our team.
Supervisor, Guest Services
To facilitate and supervise the guest services department, including the assigned staff and their communication with guests.
Job Responsibilities:
Supervise resolution of guest complaints. This includes resolution of in-park, hotel, telephone, email and letter guest complaints and the correspondence to follow up with the complaint. Sets up compensation (hotel stay, meals tickets, discounts and merchandise) thorough documentation of guest experiences. Works with other management teams to resolve issues and supports other departments with guest services issues.
Completion of administrative responsibilities for the department to include team member schedules, time and attendance reconciliation and weekly labor summaries. Responsible for team member minors and enforcing the labor laws within assigned areas.
Mentors and counsels team members and enforce appropriate policies and procedures ensuring that everything is within compliance of departmental standards. Provides communication of accurate information with regards to ADA compliance.
Accompanies guest to hospital, depending on situation. Responsible for keeping Universal Orlando (UO) Management, Risk Management, Legal, Publicity, Security and Health Services notified of situation. Makes proper arrangements for family while guest is in hospital.
Works with the Finance department to ensure that the most accurate labor reporting and non-labor reporting is provided. Sets up a non-labor budget for three operating areas and then maintains it through out the year.
Facilitates meetings with the Guest Services Improvement Team, Lost and Found Coordinators and Senior Coordinators. Also attends weekly staff and special event meetings.
Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Performs other duties as assigned.
Requirements: Job Requirements:
High school degree or GED required.
1-3 years guest service experience required; or equivalent combination of education and experience.
Your talent, skills and experience will be rewarded with a competitive compensation package. EOE.
We regret, due to the volume of responses, only applicants of interest will be contacted.
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Experience Required
1 plus years experience
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Last Update
July 22, 2008
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