VEOS Sr. Coordinator, VIP Experience

Universal Orlando • Orlando, FL

10d

About The Position

Oversees the daily operation and is the first point of contact for Team Members,
Guests and operational partners in partnership with management. The VEOS Senior
Coordinator is responsible for monitoring VIP Tour inventories and assigning
task and tours appropriately. The VEOS Senior Coordinator aids in escalated
guest situations, including setting up compensation and documenting the concern.
The Senior Coordinator ensures that the area is operating in compliance with
Universal’s policies and procedures.

Requirements

• 3+ years previous Guest Service experience in Hospitality Industry required.
• 1+ year providing direction in a guest service/customer contact position preferred,
• or equivalent combination of education and experience.
• Working knowledge of Galaxy, the Internet and Microsoft Office is required.

Responsibilities

• Oversees the daily concierge operation of the Operations Specialists and Premium Services. Provides direction, tasking, and assignments to hourly Team Members, including Tour Guides, Coordinators, Operations Specialists and Tour Base Operators. Responsible for maintaining the quality standards of a premium product. Provides direction to Concierge Team and ensures the Operations Specialists are maintaining their service level agreements (phone, email, etc.). Ensures the team is providing concierge level service to all VIP/Premium guests and partners. Communicates with Partners across the resort to ensure guest’s requests are fulfilled.
• Balances departmental resources through Manager’s Workstation. Audits departmental resources and reports for inconsistencies. Manages staffing according to tour requirements, the tour tracker, and budget line schedule. Ensures appropriate staffing utilization throughout the day. Oversee tour transactions and processes gratuity for Tour Guides via Galaxy. Communicates with multiple sales partners to drive more sales and recognize opportunities for growth.
• Handles escalated guest concerns in-person, via phone and/or by written communication. Provides guidance to Operations Specialists on compensation. Aids in compensation in escalated recovery situations. Ensures all guest feedback is properly documented. Follows up with Guests who have requested contact in post-tour surveys.
• Assists with the training and coaching of team members, conducts shift meetings, communicates performance and behavioral expectations, provides feedback and recognition, and ensures that team members are wardrobe compliant. Reports behaviors requiring discipline and documentation to the management team. Assists with training documentation and helps ensure on-time completion of mandatory learning and compliance training.
• Communicate with VIP Guides and Operations Specialists as instructed by leadership regarding tour start times, tour requests and any pertinent information regarding scheduled tours. Modifies Guide schedules to specific Guest requests through use of scheduling documents and tools including KRONOS.
• Communicates professionally with divisions across the resort to set up and confirm experiences that make a direct impact on the guest experience. Create strong working relationships with Team Members outside the department and act as a liaison for the VIP Experience brand.
• Coordinates with Executive/Talent Relations, Marketing, Public Relations, Human Resources, Legal, Security, etc., regarding high profile clientele, guest safety and security, brand voice and brand reputation. Manages executive and complimentary products through Genesis and other resources as needed.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree