Specialist Guest Experience II

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

Specialist Guest Experience II

Job Code:

10694-1

Profile Title:

10694-1 Guest Experience Specialist - Property

Grade / Band:

09

FLSA Status:

Non-Exempt

Become one of the stars behind The SHOW and become part of the world's most powerful entertainment brands. Our Company has one exciting mission: To entertain the human race. It is the  primary responsibility of the Guest Experience Specialist to manage first line correspondence with guests which can include collecting, receiving, tracking and responding. The Specialist partners  closely with property leadership on service opportunities, recoveries, and trends. All duties are to be performed in accordance with department and property policies and procedures.

Own all requests and complaints; resolve issues immediately using discretion and independent judgment and follow up to ensure the guest’s satisfaction. Contact appropriate individual or  department as necessary to resolve guest requests.

Investigate correspondence reoccurrences and make recommendations to management. Log and track guest correspondence by managing guest files and communications regarding highly  sensitive and confidential information.

Directly accommodate and make personalized arrangements for returning guests

Interact and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment

Stay current on all hotel services/features and local attractions/activities to respond to guest inquiries accurately

Performs other job-related duties as requested

Proof of eligibility to work in the United States

High School Diploma, GED or equivalent

Required

3+ Years of Prior Relevant Experience

A guest/customer service focused role.

Required

1+ Years of Prior Relevant Experience

Experience working in a similar resort setting

Required

Work varied shifts, to include weekends and holidays

Required

Familiarity with digital SaaS systems (Medallia, Sprinklr, Revinate, etc.) to monitor, publish and report on guest issues

Preferred

Ability to identify and assess problems and solutions, refer to applicable policies, identify options, and recommend appropriate courses of action.

Ability to effectively and efficiently manage multiple tasks simultaneously.

Exceptional interpersonal written and verbal communication skills including the mastery of proper spelling and grammar.

Maintain a professional and well‐groomed appearance.

Meticulous and detail oriented.

Strong emotional intelligence to effectively react and respond to a wide range of guest concerns and inquiries in a personalized and empathetic manner.

Strong reading comprehension and retention skills.

Strong critical and creative thinking skills.

Strong time management skills.

Excellent customer service skills.

Able to lead and mentor a team.

Have interpersonal skills to deal effectively with all business contacts.

Professional appearance and demeanor.

Skilled in the use of Microsoft Outlook, Word, PowerPoint, and Excel.

Able to effectively communicate in English, in both written and oral forms

Balancing

Bending

Carrying __pounds

Clear speech - simple

Clear speech - complex

X

Climbing

Crawling

Crouching

Distant vision

Driving - auto/van

Driving - limousine

Flexibility - upper body

Flexibility - lower body

Hearing/Listening

X

Kneeling

Lifting __pounds

Near vision

Normal vision

Pushing/Pulling

Reaching

Sitting

X

Standing - 5 hours minimum

Stooping

Typing __w.p.m.

X

40

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

Exposure to fumes / odors

Extreme cold

Extreme heat

Fast pace

X

Hazardous conditions - Chemicals

Hazardous conditions - high structures

Hazardous conditions - high voltage

Indoors

X

Noise levels - low to moderate

Noise levels - low to high

Office conditions

X

Outdoors

Restricted area

Shifts

Smoke

__% Travel

Vibration

Wet/Humid

Live Stream/ Video Recording

Analytical

X

Clerical

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

Fatigue

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

Math skills - basic

Memorization

Organization

X

Perception

X

Reading - simple

X

Reading - complex

X

Repetition

X

Safety hazards

Tight deadlines

X

Working conditions

Writing - simple

X

Writing - complex

X