Supervisor, Guest Services – Social Media

Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

Oversees the Guest Services Social Media team, managing the day-to-day operation. A Supervisor will be responsible for leading the team to engage on behalf of the brand answering guest questions and addressing concerns on all social media platforms.

MAJOR RESPONSIBILITIES:

• Supervise Digital Guest Communications Coordinators’ correspondence with Guests through digital platforms including but not limited to: Facebook, Twitter, TripAdvisor, Google Reviews and Yelp. Responsible for overseeing Universal Orlando Annual Passholder facebook page, ensuring conversations remains on brand and encourage engagement and group growth. Ensure Coordinators effectively addressing and resolving Guest concerns as well as properly documenting Guest feedback that is provided to departments throughout Universal Orlando Resort. Works with other management teams to resolve issues in real time and supports other departments with guest services issues.
• Analyzes Guest questions, concerns and feedback trends discovered through digital interactions with Guests. Creates reports and presentations based off this information.
• Responsible for the development of Digital Guest Communications Coordinators, including training, coaching and mentoring. Institutes quality management processes to continually improve the coordinator correspondence with our guests. Additional responsibilities include: team member schedules, time and attendance reconciliation and weekly labor summaries.
• Partners with Marketing, Public Relations, Human Resources, Legal, etc. regarding brand voice, talking points and brand reputation. Communicates escalated messages received through platforms to appropriate teams.
• 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.
• 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:

This individual is responsible for overseeing Guest correspondence through Social Media channels. This individual will manage Labor budgets and some non-labor budgets.

EDUCATION:

• Bachelor’s degree is required.
• Preferred degree in Communications, Marketing, English or Journalism.

EXPERIENCE:

• 1+ years in Guest Services or hospitality experience.
• Previous writing experience required.
• Previous experience in Social Media preferred.
• Or equivalent combination of education and experience.

ADDITIONAL INFORMATION:

• Excellent verbal and written communication skills.
• Knowledge of Social Media platforms including Facebook, Twitter, Google, Tripadvisor and Yelp.
• Strong organizational skills and problem solving skills.
• Ability to balance multiple tasks at any given time.
• Experience with Sprinklr social media platform a plus.

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. .

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