Guest Services Representative - Universal Kids Resort

Job description

JOB SUMMARY: 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...