Orlando, Florida

JOB SUMMARYResponsible for correspondence with Guests regarding Universal Orlando Resort. Supports Guests’ visit(s) by troubleshooting and resolving guest concerns via telephone, email, letter, and in some instances, in person.  Provides exemplary guest service by assisting and satisfying guests needs.  Additionally supports On-site Hotels with Guest recovery as well as serves as knowledge resource for Team Members around the Resort.


  • Responds to multiple guest inquires, concerns, questions, and other correspondence via telephone, email, letter, and in-person. Assists Guests and Team Members by being a subject matter expert regarding Universal Orlando Resort as a whole including, but not limited to: most up-to-date information regarding attractions, ticket products, ADA and ride requirement questions, special promotions, operating hours, special events, etc. Responsible for documenting Guest feedback in order to support Resort with identifying improvements to the Guest experience.
  • Resolves issues and eases sensitive guest situations on an individual basis through phone calls, emails, letters, or personal interactions.  Asks exploratory questions to identify concerns, needs, and expectations of the Guests. Fully document and investigate issues such as, IT and ticketing troubleshooting as well as concerns with the guest experience at the Resort including: long lines, crowd control, inclement weather, negative employee comments, height restrictions, property damage, and inoperable attractions. Determines and provides appropriate level of guest recovery and properly documents the Guest’s concerns.  This may also include accompanying or transporting guests and/or family members to Health Services or medical facilities and assisting with transportation and lodging arrangements.
  • Supports partners including but not limited to: On-site Loews Hotels, Risk Management, Legal, IT, etc. by corresponding with Guests and in some cases, recovering the Guest situation.
  • Accurately complete administrative duties including, but not limited to:  completing Guest Comments, managing cases (if applicable), drafting emails, notating tickets, etc.
  • Communicate accommodations available for guests with disabilities in accordance with current ADA guidelines.  Communicate all other UO policies such as loose articles, costumes, baggage, etc.
  • Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
  • Perform other duties as assigned

SCOPE:  Correspondence regarding Universal Orlando Resort with Guests and Team Members via telephone, email, letter, and in some instances, in person. Provides exemplary guest service by assisting and satisfying guests needs.


  • High school degree or GED is required.  
  • Bachelor’s degree is preferred. 


  • 3-5 Years previous Guest Service experience in Hospitality Industry preferred.
  • 1-3 years previous call center experience preferred or equivalent combination of education and experience.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal Orlando Resort. Here you can.

Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2021 Universal Studios. All rights reserved. EOE

Orlando, Florida

Universal Orlando Resort is a unique vacation destination that is part of the NBCUniversal Comcast family. For more than 25 years, Universal Orlando has been creating epic vacations for the entire family – incredible experiences that place guests in the heart of powerful stories and adventures. 


Universal Orlando’s three theme parks, Universal Studios Florida, Universal’s Islands of Adventure and Universal’s Volcano Bay, are home to some of the world’s most exciting and innovative theme park experiences – including The Wizarding World of Harry Potter – Hogsmeade and The Wizarding World of Harry Potter – Diagon Alley. Universal Orlando’s on-site hotels are destinations unto themselves and include Loews Portofino Bay Hotel, the Hard Rock Hotel, Loews Royal Pacific Resort, Loews Sapphire Falls Resort, Universal’s Cabana Bay Beach Resort, and Universal’s Aventura Hotel. Its entertainment complex, Universal CityWalk, offers immersive dining and entertainment for every member of the family.

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