ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Monitor Universal Orlando Resort Social Media Channels and respond to Direct Messages from Guests on Facebook, Twitter and other channels. Respond to Guest reviews posted on Social Media platforms including Yelp, TripAdvisor, UniversalOrlando.com, etc. Provide exemplary guest service by assisting and satisfying guests needs. Identify opportunities to assist Guests with concerns and create WOW moments while Guests are visiting the Resort.
- Analyzing feedback and create reports based upon trends gathered from guest feedback via social Media channels.
- Partner with Social Media Marketing Team to assist with Guest feedback and concerns.
- Assist with special projects as assigned by Leadership team.
- Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
- Perform other duties as assigned.