Sr. Coordinator, Guest Services (Universal Epic Universe)

JOB SUMMARY:

Oversees the daily operation of assigned in-park Guest Services location and is the first point of contact for Team Members, Guests, and interdepartmental partners in partnership with, or in absence of, a supervisor. Responsible for leading and training Team Members, maintaining the daily labor budgets and staffing levels, and ensuring Guest Service standards are met. The Senior Coordinator is responsible for assigning Team Members to their areas and issuing out their starting banks. The Senior Coordinator ensures that the area is operating in compliance with Universal’s policies and procedures and are readily available to assist in Guest situations.

MAJOR RESPONSIBILITIES:

• Manages and maintains all facets of the daily operation including but not limited to not limited to maintaining daily budgets and administrative duties, reviewing and/or making edits within Kronos to ensure that times are properly entered based on job code and functional unit, approving daily timecards, and completing shift swaps. In the absence of a Supervisor, the Senior Coordinator will approve daily scheduling request changes. Performs all duties related to the daily opening and closing of locations, including monitoring Guest trends and queue times, handling escalations and resolving Guest concerns, assisting with all communication with internal partners as needed. Conducts daily shift meetings. Makes certain that Team Members are wardrobe compliant and established safety practices and quality standards are maintained. Reports behaviors requiring discipline and documentation to the management team. 
• Provides assignments, direction, and feedback to all Guest Services Coordinators; this includes assigning positions, scheduling breaks and rotations throughout the operating day. Monitors IT and quality concerns in the department, reporting any challenges to the appropriate partners and escalating to management as necessary. Asks identifying questions to better understand trends, and proactively provides trends and escalations updates to Supervisors.
• Assists with the training and coaching of Team Members. Partners with Talent Development and OJT instructors to ensure training documents are updated and accurate, as well as ensures that operational and procedural changes are documented and reviewed with Management and Talent Development Team. Responsible for partnering with Management Team to be the first point of contact for new Team Members, monitors trainees throughout their onboarding and training to ensure operational proficiency and administers testing and sign-offs on the successful completion of training. Provides feedback and recognition, as well as documents performance via Senior Observations and spot checks.
• Performs all operational duties related to the daily opening and closing of locations to include but not limited to issuing starting banks, performing spot audits and completing the end of day process and paperwork.  Verify the cash drawers of each Guest Services Coordinator at the end of their shift for their bank out.  Reconcile discrepancies and document on appropriate paperwork.  
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established policy, procedures, training and team member involvement activities.
• Perform other duties as assigned.

EDUCATION:

Bachelor’s degree is preferred.

EXPERIENCE:

• 2+ Years previous Guest Service experience in Hospitality Industry.
• 1+ Years providing direction preferred; or equivalent

ADDITIONAL INFORMATION:

• Runs the daily operation of the Guest Services department.
• Assists with escalated Guest situations when needed.
• Responsible for all cash out processes and maintains UO policy, procedures, and auditing controls are followed throughout the shift.

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