Universal Studios Jobs Applications – Supervisor, Digital Guest Communications

Website Universal Studios

Job Responsibilities:

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.

Job Responsibilities:

  • 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.
  • 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.

Job Requirements:

  • Strong organizational skills and problem-solving skills.
  • Ability to balance multiple tasks at any given time.
  • Experience with Sprinklr social media platform a plus.
  • 1-3 years in Guest Services or hospitality experience; previous writing experience required; previous experience in Social Media preferred; or equivalent combination of education and experience.
  • Bachelor’s degree is required – Preferred degree in Communications, Marketing, English or Journalism

Job Details:

Company:  Universal Studios

Vacancy Type:  Full Time

Job Location: Tampa, FL, US

Application Deadline: N/A

Apply Here

vacancyoptions.com