Agent, Guest Experience

Job Summary

Responsible for correspondence with Guests regarding Universal Beijing Resort. Supports Guests’ visit(s) by troubleshooting and resolving guest concerns via telephone, social media, email, letter, and in some instances, in person. Provides exemplary guest service by assisting and satisfying guests needs. Additionally supports On-site Hotel operations for room service, room requests, and Guest recovery along with any other assistance needed for Guests during their visit to the resort.

Major Responsibilities

Resolves issues and eases sensitive guest situations on an individual basis through phone calls, emails, letters, or personal interactions. Asks exploratory questions to identify concerns, needs, and expectations of the Guests. Fully document and investigate issues such as, IT and ticketing troubleshooting as well as concerns with the guest experience at the Resort including: long lines, crowd control, inclement weather, nega...