SAE Specialist, Guest Experience

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 department’s 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.

SCOPE:

Takes ownership of the Guest Experience by consistently demonstrating company Service Expectations and adhering to company appearance and wardrobe guidelines. Actively incorporates company Service Expectations into their work and ensures that these become an inherent part of the operation on a daily basis.  Utilizes these practices to proactively offer personalized options that exceed Guest and/or Team Member expectations.  Fully embodies the company Service Expectations and provides service the Universal Way.

EDUCATION: 

• High school degree or GED is required.
• Associate’s degree is required.
• Bachelor’s 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 Orlando Resort. Here you can.