Coordinator Guest Communications

The Guest Communications Coordinator is responsible for overseeing and responding to guest correspondence on behalf of Universal Studios Hollywood via emails, Social Media platforms and phone calls.ResponsibilitiesResponsible for accepting escalations from the Guest Contact Center regarding in-park experiences and online order issues/concerns, directing guests with non-theme park related issues to proper areas within NBC Universal and aiding with other inquiries as needed. Investigate guest concerns from start to finish by partnering with operational departments, leadership teams, and support functions across the businessInput, review, and maintain accurate guest information and case documentation within the Guest Comment Database (Salesforce) and other applicable systems.Coordinate with departments including Operations, Retail, Risk Management, Legal, Finance, VIP, Accessibility Services, social media and other digital platforms, as neededDetermine and administer appropriate guest recovery within established guidelinesProvide top-level customer service internally and externally while maintaining professionalism and confidentialityMaintain a strong understanding of current Park operations, policies, promotions, accessibility offerings, ticketing systems, and guest experience initiativesResponsible for directing guests with non-theme park related issues to proper areas within NBC Universal and aiding with other inquiries as neededPerforms other duties as assigned