Guest services job description

The Opportunity

Delaware North is currently seeking a mid-level Customer Experience (CX) Internal Consultant/Business Partner to be a part of our strategy to grow both customer insights and customer experience activation within our SportService subsidiary. As an internal CX Consultant, you will promote GuestPath, our proprietary program focused on identifying, measuring, and monitoring best practices in customer/guest experience in hospitality and sporting venues. This role requires up to 70% travel.

In this role, you will work with our on-site teams at major sporting facilities across the country to identify key areas for improvement, and the strategies and tactics to elevate the entire customer journey from purchase exploration to brand loyalty. If you have direct or indirect experience with the MLB, NHL, NFL, MLS or sporting venues, you'll love the excitement of bringing the best food & beverage and game-day experiences possible to legions of fans!

Due to the extensive travel to Delaware North's operations, this role is best served by those living in the East, South or Midwest regions. Those living in the West will incur slightly more travel time.

#LI-Remote

At Delaware North, we care about our associates. We are committed to invest in our people's personal and professional journeys, without you, there is no us. These are just some of the benefits we offer: health, dental, and vision insurance, 401(k) with company match, performance bonuses, paid vacation days and holidays, and generous friends-and-family discounts at many of our hotels and resorts. Click here to learn more.

Responsibilities

• Drive the implementation of the Delaware North customer experience program's core components
• Ensure that guest experience processes and best practices are embedded in each operating unit
• Analyze guest experience data collected from various sources and identify opportunities for compliance and improvement
• Lead projects to improve the customer experience at a location, division or corporate level
• Educate stakeholders at all levels on the benefits of a guest experience program and related performance improvement tools and processes
• Provide high levels of support to under-performing locations and support the administration of GuestPath programs

Qualifications

• Three or more years in a performance improvement or operational customer experience (CX) role in a sport service operations setting
• Experience with change management, quality improvement, and customer satisfaction practices
• Ability to travel up to 70%
• Excellent motivation, attention to detail, organizational, communication, interpersonal, and problem-solving skills
• Service design or experience design background within a customer experience context is a plus
• A college degree in business, hospitality, quality or Certified Customer Experience Professional (CCXP) certification is a plus

Who We Are

At Delaware North, you'll love where you work, who you work with, and how your day unfolds. Whether it's in sporting venues, casinos, airports, national parks, iconic hotels, or premier restaurants, there's no telling where your career can ultimately take you. We empower you to do great work in a company with 100 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen - share our vision and grow with us.

Delaware North Companies, Incorporated and its subsidiaries consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. Delaware North is an equal opportunity employer.

JOB SUMMARY: Guest Services Coordinators are responsible for helping Guests enjoy their stay at our resort through setting expectations and troubleshooting and resolving Guest situations. Coordinators provide exemplary guest service while maintaining quality and a positive atmosphere. Duties include, but are not limited to, satisfying Guests needs and maintaining constant surveillance of cash drawers and other company assets.
Pay rate: $16.00 an hour

MAJOR RESPONSIBILITIES:

+ Resolves and eases sensitive guest situations on an individual basis through personal interaction. Asks exploratory questions to identify and documents the concerns, needs and expectations as well as fully investigates issues such as: long queues, crowd control, inclement weather, employee interactions, height restrictions, property damage and inoperable attractions etc. Communicates the appropriate accommodations for guests with disabilities in accordance with ADA guidelines. Determines and provides appropriate level of guest recovery and compensation.

+ Fulfills guest inquires by utilizing in depth knowledge of 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" such as: upgrades on all ticket media, restaurant and hotel reservations, lost children, transportation needs, and foreign currency exchange.

+ 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. Receives, logs, documents, and secures lost and found items for the entire company and returns items to guests in a timely manner.

+ Practices proper cash handling procedures and maintains constant surveillance of cash drawer to ensure accuracy at cash out.

+ 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. Communicates the appropriate accommodations for guests with disabilities in accordance with ADA guidelines. 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.

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. Here you can.

Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2022 Universal Studios. All rights reserved. EOE

Thank you for your interest in a job opportunity at our company. We are a large multi-unit operator of Jack in the Box, Denny's and other brands.

We offer a great compensation package and lost of growth opportunity. Come join our team and take your career to the next level.

Team member is responsible for delivering a WOW guest experience by consistently providing quality food, excellent service, and a clean restaurant environment for JACK IN THE BOX guests by performing one or more workstations in accordance with proper procedures and Company food safety, guest service, and cleanliness standards. Regular and prompt attendance is required for this position.

Job opportunities as Customer Service/FOH Team Member are generally offered as full part time restaurant job.
Salary: $12 - $15 per hour

Prior experience in one or more of the following roles is highly desirable: customer service, cashier, associate, restaurant crew member, team member or other part time restaurant job, shift lead, Jack in the Box, Chick-fil-A, McDonalds, Burger King, Starbucks, Chipotle, Wendys, Taco Bell, KFC, Arbys, Panera Bread, Dennys.
Requirements/Responsibilities
Counter Team Member Requirements & Responsibilities:

* Operating Workstations
* Guest Service(Dine In/Drive-Thru
* Cash register
* Customer (Guest) Focus
* Work Ethic
* Personal Appearance
* Must be at least 16 years old. Understands and communicates clearly in English

Job opportunities as Customer Service/FOH Team Member are generally offered as full part time restaurant job.

Prior experience in one or more of the following roles is highly desirable: customer service, cashier, associate, restaurant crew member, team member or other part time restaurant job, shift lead, Jack in the Box, Chick-fil-A, McDonalds, Burger King, Starbucks, Chipotle, Wendys, Taco Bell, KFC, Arbys, Panera Bread, Dennys.
Special Instructions

Please do not send any emails, resumes, or call.
We are making it really easy to apply for this position.

Simply submit a ZippyApp application package which may include the Common Employment Application, Resume, and a Cover Letter. In your Cover Letter, please write a short paragraph describing yourself and why you would make a great addition to our team.

ZippyApp is the Common Employment Application for online and mobile that allows you to apply for jobs with one click, and is being accepted at a growing number of businesses each day.