Orlando, Florida

JOB SUMMARY: This position is responsible for managing the day to day activity of a 365 days a year contact center corresponding with Guests via telephone, email and letters. A Supervisor will be responsible for leading the team to be able to successfully troubleshoot and resolve Guest concerns while providing exemplary Guest service. This position works closely with Resort partners to ensure guest feedback and concerns are addressed in a timely manner.


  • Supervise Guest Services call center daily operation ensuring correspondence goals are met for phone calls and email responses. Participate in Manager on Duty program for Guest Communications team. Ensure Team Members are effectively resolving Guest concerns as well as properly documenting Guest feedback that is provided to departments throughout Universal Orlando Resort.
  • Develops and coaches Team Members ensuring department policies are being adhered to as well as ensuring Guest service standards are being met with all Guest interactions. Reviews and provides feedback on Guest correspondence for assigned Team Members. Institutes quality management processes to continually improve the services the contact center delivers to the guests.
  • Disseminates new information, procedures and programs. Ensures information is provided to team in a timely manner allowing Team Members to be subject knowledge experts for Universal Orlando Resort. Provides communication of accurate information with regards to ADA compliance.
  • Communicate trends and escalated Guest feedback to partners in a timely manner to ensure proper resolution.
  • Builds and supports partnerships around the resort regarding Guest feedback and recovery. Partners include but are not limited to: Revenue Accounting, Legal, Risk Management, Guest Contact Center, Marketing, Public Relations, IT, On-Site Loew’s Hotels, etc.
  • Completion of administrative responsibilities for the department to include Team Member schedules, time and attendance reconciliation, and weekly labor summaries.
  • 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.


  • Associate’s degree (AA) is Required
  • Bachelor’s degree in Communications or Hospitality preferred


  • 1+ years guest services or hospitality experience required
  • 1+years of 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 is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

Universal Orlando Resort. Here you can.

Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2022 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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