Guest Communications Coordinator

Posted: 1/12/2018

Location: Universal City, California
Function: Marketing & Communications
Specialty: PR & Communications
Level: Experienced (Non-Manager)
Duration: Full Time
Salary Description: competitive

SummaryGuest Communications is responsible for managing the daily guest correspondence program on behalf of Universal Studios Hollywood and maintaining high levels of guest satisfaction. Correspondence includes guest emails, Social Media and phone calls.

Essential Responsibilities:
  • Maintain a written standard operating procedures supporting all facets of the department
  • Adhere to the writing style for guest correspondence within the Guest Communications department that guarantees a uniform, singular voice to our guests, and reflects a high level of professionalism as well as commitment to exceptional guest service
  • Review and proof-read outgoing documents to ensure excellence in communication and exceptional guest service
  • Partner with Park Operations Management to investigate and ensure closed loop service recovery
  • Report metrics and trends to Management with valuable insight pertaining to guest comments
  • Responds to Social Media guest inquiries and reviews on behalf of Guest Relations and Universal Studios Hollywood

  • Qualifications/Requirements

    • Minimum 1 years communications and/or public relations experience required
    • Minimum 1 year communications, guest services or PR experience in theme park, hotel or other hospitality industry required
    • Bachelor’s degree in English, Journalism, Public Relations or related field preferred
    • Demonstrates exceptional writing skills with the ability to write in different styles to meet the needs of each guest
    • Excellent problem/resolution skills, along with outstanding communications skills, and active listening skills
    • Ability to work flexible hours
    • Flawless English and grammar skills
    • Proven ability to work well under pressure and simultaneously manage multiple projects
    • Proven ability to anticipate needs and initiate action
    • Articulate
    • Proficient in Microsoft - Word, Excel, Twitter, Facebook, Yelp, Trip Advisor and Publisher
    • Saleforce experience will be considered an asset

    Desired Characteristics

     Strong guest service experience in a theme park, hotel, or other hospitality position with emphasis on conflict resolution
     Strong interpersonal and organizational skills
     Able to prioritize work-load
    • Demonstrates sound judgment and independent thinking as well as an ability to troubleshoot and problem solve in real-time
    • Detail-oriented and organized with the ability to work seamlessly within a broader team to achieve desired results

    Universal Studios Hollywood is the Entertainment Capital of L.A. featuring a movie-based theme park and Studio Tour, and bridged by Universal CityWalk, a dynamic entertainment, shopping and dining complex. Universal Studios Hollywood is an industry leader due to its impressive talent base of highly creative professionals who inspire and produce compelling entertainment and innovative attractions that immerse guests in an authentic Hollywood experience. Universal Studios Hollywood’s team of professionals enjoys a unique culture where fun, hard work and high-quality results are priority, resulting in an employee base that is proud to work here. The company offers equally unique opportunities for employees to expand their careers within Universal Studios Hollywood, Universal Parks & Resorts, and the broader NBCUniversal family. It’s a big universe, where do you fit in?

    We are one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news and information to a global audience.

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