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Company Name : Universal Orlando
Location : Orlando, FL
Position : Coordinator, Guest Communications
Job Description : JOB SUMMARY: Monitors different Social Media platforms, identifying trends and encouraging guest engagement. Responsible for resolving guest concerns via social media. Will also be responsible for building reports based upon trends and ensuring Guests are all being responded to in a reasonable timeframe.
MAJOR RESPONSIBILITIES:
Monitor Universal Orlando Resort Social Media Channels and respond to Direct Messages from Guests on Facebook, Twitter and other channels. Respond to Guest reviews posted on Social Media platforms including Yelp, TripAdvisor, UniversalOrlando.com, etc. Provide exemplary guest service by assisting and satisfying guests needs. Identify opportunities to assist Guests with concerns and create WOW moments while Guests are visiting the Resort.
Analyzing feedback and create reports based upon trends gathered from guest feedback via social Media channels.
Partner with Social Media Marketing Team to assist with Guest feedback and concerns.
Assist with special projects as assigned by Leadership team.
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.
SCOPE: Provides exemplary guest service by assisting and satisfying guests needs via Social Media.
EDUCATION: High school degree or GED is required. Bachelor’s degree in Journalism, Marketing, English, or Communications is preferred.
EXPERIENCE: 1-3 Years previous Guest Service experience in Hospitality industry preferred. Previous experience working in Social Media is a plus; or equivalent combination of education and experience.
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.
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Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2022 Universal Studios. All rights reserved. EOE
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