Please review the requirements below and ensure you meet them before submitting your application:

• Audition required.
• This is a Seasonal opportunity.
• Candidates must be available for ALL Halloween Horror Nights event dates (September 1st – October 31st) and throughout the Holiday season (November – January). Time off requests more than four (4) days must be approved by VIP Experience Management and will be on a first come, first serve basis.
• Candidates must be comfortable working as late as 3:00am.
• Candidates must be able to commit to the following training schedule:
  • Tuesday, August 22nd – Wednesday, August 30th (4:00pm – 11:00pm)
  • Schedules may vary depending on being a returning Guide.
• This opportunity is contingent on successfully passing RIP/Holidays Tour Guide training.

JOB SUMMARY: A RIP/Holidays Tour Guide is responsible for helping Guests enjoy their stay at our Resort and/or on a RIP/Holidays Tour through: Setting expectations, troubleshooting and resolving Guest situations, and conducting Resort-wide Tours. A Guide provides exemplary Guest Service while maintaining quality and a positive atmosphere. Duties include, but are not limited to, satisfying Guests needs, maintaining constant surveillance of cash drawers and inventory, and in-depth knowledge of the Resort and its attractions.

MAJOR RESPONSIBILITIES:

• Resolves and eases sensitive guest situations on an individual basis through personal interaction. Asks exploratory questions to identify and resolve concerns and/or to plan RIP/Holidays Tours during our Marquee Events. Documents all concerns and/or Tour summaries appropriately and completely.
• Fully investigates issues such as: Long queues, crowd control, inclement weather, employee interactions, height restrictions, property damage and inoperable attractions etc., and in a RIP/Holidays Tour capacity makes adjustments as needed to the itinerary based on the aforementioned circumstances. Communicates the appropriate accommodations for guests with disabilities in accordance with ADA guidelines, on RIP/Holidays Tours. Determines and provides appropriate level of guest recovery and compensation for all Guest Situations. Provides additional service to RIP/Holidays Tour Guests, such as making dining recommendations/reservations or running miscellaneous errands.
• Fulfills guest inquires by utilizing in depth knowledge of the Universal Orlando resort as well as the general Orlando/Metro Orlando area. Performs concierge duties to provide the ultimate guest experience and “one stop shopping”. Responsible for presenting park information to Tour Guests in an enthusiastic, friendly and outgoing manner.
• Processes, investigates and resolves all ticket issues including but not limited to UPRV, Destination Universal, Timeshares, Online Ticket Store, Front Gate Sales, ETDS, vouchers and complimentary tickets. Use knowledge of ticket and product types to assist the RIP/Holidays Tours operation with check-in of Tours.
• Monitor tour inventory to ensure accuracy. Greet/meet Tour Guests at locations outside of UO Property and escort them on property when arrangements are made. Escort or accompany UO special Guests (Company Executives, celebrities, dignitaries, etc.) throughout the entire UO Resort or off property as requested.
• 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:

• Resolves and eases sensitive guest situations on an individual basis through personal interaction.
• Performs concierge duties to provide the ultimate guest experience and “one stop shopping.”

EDUCATION: High school degree or GED is required. Bachelor’s degree is preferred.

EXPERIENCE:

• 3-5 Years previous Guest Service experience in Hospitality Industry preferred.
• 1-3 Years providing direction preferred; or equivalent combination of education and experience.

ADDITIONAL INFORMATION:

• Requires excellent leadership and communication skills and the ability to work with departments across the resort. Prior working knowledge of sales reporting systems including POS computer systems and advance Microsoft Office proficiency preferred. Exceptional sales and motivation skills with the ability to coach team members to meet sales targets. Strong administrative, organizational and writing skills required. Able to work flexible work schedules and prior admissions and/or operational experience preferred.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals and ability to perform these operations using units of American money and weight measurement, volume and distance.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Must be comfortable with the following responsibilities:
  • Standing for long periods of time.
  • Talking for long periods of time.
  • Hearing audible alarms, voice commands with background noise.
  • Use of hands and fingers to grip, pinch, handle or feel objects, tools or controls.
  • Balance.
  • Repeating motions twice per minute.
  • Repetition-using an input device-a keyboard or mouse-in a steady manner.
  • Close vision with or without corrective lens. (clear vision at 20 inches or less).
  • Distance Vision with or without corrective lens. (clear vision at 20 feet or more).
  • Color Vision (ability to identify and distinguish colors).
  • Peripheral Vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point).
  • Depth Perception (vision, ability to judge distances and spatial relationships).
  • Ability to work in outdoor weather conditions to include direct sunlight, heat or cold.

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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