Guest Services Representative – Universal Kids Resort
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Job Description & Requirements
JOB SUMMARY:
Responsible for providing exemplary Guest service while maintaining a positive atmosphere to ensure that Guests enjoy their stay at Universal Kids Resort (UKR). Supports Guest questions during escalated or sensitive situations, manages Guest expectations, assists with sharing park information, and troubleshooting situations that may arise during Guest visits. Monitors different communications and social media platforms, encourages Guest engagement, and ensures Guest concerns are responded to in a reasonable timeframe. Collects and maintains safe storage of company assets and Guest items for UKR’s Lost & Found Program and supports lost children when needed. Escalates Guest issues to leadership to resolve in a timely manner as necessary. Acts as a first point-of-contact for Guest VIP Tours and supports in-park play experiences as needed.
JOB RESPONSIBILITIES:
- Resolves and eases sensitive Guest situations on an individual basis through personal interactions with Guests by asking exploratory questions to identify and resolve the concerns, needs and expectations of each situation. Fully investigates issues including but not limited to ticketing, long queues, crowd control, inclement weather, Team Member interactions, height restrictions, property damage, inoperable attractions, etc. Determines and provides the appropriate level of Guest recovery and/or compensation following UKR standards and procedures. Accurately and fully documents guest feedback via the UDX Comment Portal by creating new guest file or updating existing file as necessary.
- Professionally and individually asks exploratory questions to identify Guest expectations and resolution needs. Responsible for presenting park information to Guests in an enthusiastic, friendly, and outgoing manner. Communicates the appropriate accommodations and special requests for Guests with disabilities in accordance with ADA guidelines. Supports IBCCES inquiries, requests, and issues and communicates the appropriate information while adhering to IBCCES certification standards and procedures. Supports sensory equipment requests and inventory management.
- Processes transactions for the sales of park admissions as needed. Processes, investigates and resolves all ticket issues including but not limited to Online Ticket Store, Front Gate Sales, ETDS, vouchers and complimentary tickets. Fulfills Guest inquires by utilizing in-depth knowledge of Universal Kids Resort as well as the general Frisco/Metro Dallas area to provide a wide range of hospitality recommendations. Performs concierge duties to provide the ultimate Guest experience and “one stop shopping” such as: upgrades on all tickets, lost children, transportation needs, lost and found items, cash to card transactions, and on-site hotel inquiries. Receives, logs, documents and secures lost and found items for Universal Kids Resort and partners with Hotel Operations leadership to return items to Guests in a timely manner.
- Monitors and corresponds with Guests through UKR social media channels privately and publicly on Facebook, Twitter, and other channels. Responds following the brand voice standards and correct nomenclature using excellent written communication, resources, and product knowledge to Guest reviews posted on Social Media platforms including Google, Yelp, TripAdvisor, etc. Research Guest information from social media and other correspondence to identify concerns, needs, and expectations of Guests. Communicates with partners to provide information and Guest feedback shared within a timely manner.
- Performs all duties related to the daily opening and closing of Guest Services location, including monitoring Guest trends and queue times, handling escalations and resolving Guest concerns, and assisting with all communication with UKR leadership as needed. Accurately documents Guest issues and asks identifying questions to better understand trends to share with Guest Programs & Events management.
- Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
- Perform other duties as assigned.
ADDITIONAL INFORMATION:
- This role at times may require professional communication with company executives/executive assistants and high-profile Guests.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required.
- Customer Service oriented and ability to remain calm under pressure and changing conditions.
- Demonstrated ability to communicate clearly and professionally.
- Demonstrated problem solving skills.
- Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Consistent attendance is a job requirement.
EDUCATION:
- Bachelor’s degree is preferred.
EXPERIENCE:
- 3+ years of previous Guest Service experience is preferred; or equivalent combination of education and experience.
Your talent, skills and experience will be rewarded with a competitive compensation package.
Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Kids Resort 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 Kids Resort HR/Recruitment will be deemed the sole property of Universal Kids Resort. No fee will be paid in the event the candidate is hired by Universal Kids Resort as a result of the referral or through other means.
Universal Kids Resort. Here you can.
Universal Kids Resort is an equal opportunity employer. Universal elements and all related indicia TM & © 2026 Universal Studios. All rights reserved. EOE.
Our Brand Pillars
These pillars are the foundation of Universal Creative and reflect the values we embody every day.
We are Innovative
We innovate the future. We push the envelope by fusing art and technology to create immersive and unforgettable experiences.
We are Empowered
We push ourselves to be our best. We lead change and solve problems, because the next thing we do should always be better than the last thing we did.
We are Authentic
We want you to be you. We believe that the unique and bold spirit of our team is what fuels our unbridled creativity and unparalleled innovation.
Spice Up Your Career
Looking for not just a job, but a career opportunity? Keeping our kitchens and dishes clean can be just the beginning. Working as a Steward will allow you to work directly with our Chefs and get hands-on experience to grow within our Culinary team. Additional Culinary Team Member perks include:
- Work shoes
- Opportunity for cross training and working in exciting new venues
- Meal vouchers
- Opportunities to advance, based on skill and available positions, to a full-time career in Culinary
Do you love to cook at home and are interested in exploring a career in the kitchen? Start as an Entry-level Cook today and we will teach you the skills through our hands-on and individualized training with our Experienced Chefs and Trainers. Additional Culinary Team Member perks include:
- Work shoes
- Opportunity for cross training and working in exciting new venues
- Meal vouchers
- Opportunities to advance, based on skill and available positions, to a full-time career in Culinary
Do you have at least two years of experience cooking in the kitchen and are looking to take your career to the next level? Grow your talent within our universe with our hands-on and individualized training to make you one of our next leaders in our thrilling, innovative restaurants. Additional Culinary Team Member perks include:
- Work shoes
- Opportunity for cross training and working in exciting new venues
- Meal vouchers
- Opportunities to advance, based on skill and available positions, to more senior leadership within Culinary
If you have the drive, passion, and experience to lead our Team Members to deliver the ultimate innovative dining experience, then we have the career for you! Whether you are a Culinary Team Lead, a Sous Chef, or Executive Chef, we’re seeking leaders with varying levels of experience to help drive our universe to the next level. We offer competitive compensation, fun and unique perks, extensive benefit packages, and a fantastic work culture – all we’re missing is you!
Internships with Universal Orlando
Universal Orlando offers real-world learning experiences, meaningful project work, and productive networking opportunities, all within one of the world’s top entertainment destinations.
Universal Orlando internships provide:
- Paid opportunities to grow your career
- The chance to learn from talented industry professionals and make a valued impact on our Team Members and guests
- A variety of intern-exclusive professional development and networking events
- In addition to all of our internships being paid, you may be eligible for financial assistance towards housing if applicable. Specific details about eligibility would be provided at the time of offer
Universal Orlando Resort hires Interns during the Spring, Summer and Fall semesters. Specific internship opportunities vary each semester and can include the following areas:
- Data Analytics
- Event Management
- Engineering
- Finance
- Graphic and Digital Design
- Human Resources
- Information Technology
- Marketing & Sales
- Technical Writing
- Themed Entertainment Design
At Universal Orlando, there are certain requirements we look for in all candidates interested in an internship. Check out the list below to make sure you are eligible to apply.
- Actively enrolled, degree-seeking students.
- Sophomores, Juniors, Seniors or Graduate-level students.
- Minimum 3.0 cumulative GPA preferred (transcripts will be required for verification).
- Job specific qualifications as outlined in the Intern job description.
- Ability to work a minimum of 20 hours a week for approximately 10 weeks.
A Universe of Opportunities
Love a fast pace? Like serving up fun? If you said “yes,” be sure to check out our Food & Beverage jobs. We’re always hiring for the unique and creative restaurants throughout our theme parks. Find out how we can satisfy your appetite for an opportunity in positions like these:
- Quick Service Associate
- Food & Beverage Stocker
- Barista
- Food and Beverage Cash Coordinator
- Host/Hostess
- Tipped Busser
- Tipped Food Runner
- Barback
- Waitperson
- Bartender
- Steward (Dishwasher)
- Line Cook
- Senior Cook
- Chef Assistant
You’ll be in the center of the action, bringing famous movies and stories to life. You’ll dress the part with a themed wardrobe and help to provide a truly immersive experience that our guests will remember for years to come! See how you can bring the excitement in one of these roles:
- Attractions Attendant
- Team Lead
You’ll be part of the larger-than-experience of our attraction, sharing the fun in one of a kind shops and kiosks. Join us to help our guests find what they love, love what they find, and go home with happy memories and more.
- Merchandise Associate
- Gameskeeper
- Merchandise Team Captain
Our Operational Leadership teams are founded on the principles of providing an entertaining and seamless experience for our guests. It is the integration of all these operating areas performing together that creates memories that last a lifetime for each of our guests.
- Merchandise
- Food & Beverage
- Entrance Operations
- Attractions
- Parking & Transportation
- Park Services
- Event Operations
- Tours
Not sure what opportunity is right for you? Here are some other places where you can be a part of our Universe of fun:
- Parking and Transportation
- Turnstiles and Pass Sales
- Guest Services
- Park Services
- Security
- Health Services
- Wardrobe
- and more!
A Universe of Opportunities
Universal Orlando’s Administration division supports our entire business operation. As strategic partners, these teams take active roles to assist the organization and drive successful business decisions. And, as an industry leader, our Administration teams strive to maintain our position as a top employer and community partner. Career opportunities include:
- Human Resources
- Facilities Management
- Legal & External Affairs
- Community Relations
- Environmental Health & Safety
Using analytics to make the most of data, we are continually focused on process improvement, revenue management, capacity planning, labor planning, and optimization. The insights produced by our Data Analytics teams helps drive our business and leaves a lasting impact on our global organization and our guests’ experience. Career opportunities include:
- Revenue Management
- Marketing Analytics
- Financial Analysis
- Business Intelligence
- Industrial Engineering
Our Finance teams support the strategy and operation of our business by designing, implementing, and monitoring our financial policies and processes. By planning, organizing, auditing, accounting for and controlling the company’s finances, these teams ensure that we have stable and sustainable growth. Career opportunities include:
- Operational Finance
- Tax/Financial Reporting
- Accounts Payable/Accounts Receivable/Revenue Accounting
- Financial Planning & Strategy
Our innovative Marketing professionals determine the demand for the products and services offered by our company and create compelling content to keep consumers engaged. These teams work to create brand strategy, track trends, and connect our consumers with our Universe. Our strategic Sales teams deal with the market directly and through them, our marketing becomes concrete and personalized. Career opportunities include:
- Brand Management Strategy & Communication
- Marketing Analytics & Insights
- Digital Marketing & Product Management
- Marketing Communications
- Licensed Partners
- Event Management & Trade Marketing
- Sales: Park, Event, Trade, Consumer, Resort
- Sales Integration
- UPRV/Destination Universal
Technology is at the center of everything we do. Our technical teams develop and support all our cutting-edge infrastructure and collaborate with cross-functional teams across the company. Parks Technology at Universal Orlando means innovation, security, support, sustainment, solutions, and usability. Career opportunities include:
- Enterprise & Data Management Systems
- Architecture
- Digital Platforms
- Quality Engineering
- Infrastructure
- Governance & Security
RockIT Your IT Career Video Transcript
[DESCRIPTION] Speaker 1 (interviewer) and John (interviewee) walking towards Rip Ride Rockit roller coaster [SPEAKER 1] Hey, John. How's it going? [JOHN]: Good. [SPEAKER 1] We like to do interviews a little differently here at Universal. [JOHN]: Oh…OK. [TEXT] ROCK IT Your IT Career [DESCRIPTION] Speaker 2 (interviewer) and Speaker 3 (interviewee) on Rip Ride Rockit roller coaster. [SPEAKER 2] We're just going to chat a little bit about your IT background and qualifications, OK? [SPEAKER 3] OK. [SPEAKER 2] OK. All right. [SPEAKER 1] Tell me about your understanding of Angular6 and some of its advantages. [SPEAKER 3] It's a JavaScript framework that manages-- [JOHN]: Web applications and apps in JavaScript, HTML, and TypeScript. [DESCRIPTION] Interview on a roller coaster. [SPEAKER 2] Define active directory and how you have utilized it in your career. [SPEAKER 3] Active Directory manages computers and other devices on a network. [JOHN]: I most commonly use it when I'm setting up and managing network printers. [SPEAKER 1] If given a preference, would you prefer a software development or a support- related role? [SPEAKER 3] I totally enjoy supporting more. I like figuring out why something is throwing a complex error or-- [JOHN]: There's the excitement of fixing a complex problem! [SPEAKER 1] What are some of the advantages of the Hadoop platform? [JOHN]: It's a highly scalable framework-- [SPEAKER 3] That manages bit data processing and storage for big data applications. [DESCRIPTION] Roller coaster races up and down hills and around corners, then pulls into the stop at the end. [SPEAKER 2] Thanks so much for taking the time to come in and meet with us. It was great chatting with you. [DESCRIPTION] Logo: Universal Orlando Resort. Text: Visit UniversalOrlandoJobs.com to view all of our IT opportunities. © 2019 BMP. Universal elements and all related indicia TM & © 2019 Universal Studios. All rights reserved.A Universe of Opportunities
Maintain the most technologically advanced ride systems in the world. Problem solving, electromechanical systems expertise and the ability to use good judgment in high pressure situations are just some of the key attributes we are looking for in our Ride and Show Technicians. And, from our Figure Finish and Creative Fabrication Artists who work with our animatronics, skins and silicones, to our Technical Services Warehouse Associates, we have several opportunities for maintaining the fun in a technical capacity here at Universal Orlando.
Maintain the beauty and health of our resort’s plants and trees, in all of our theme parks and the surrounding paths and roadways. We take immense pride in the overall look of our resort grounds.
Our Engineers perform moderate re-design and development efforts for mechanical and electrical structural systems for our state-of-the-art theme park rides and attractions. Our hands-on team helps to deliver unforgettable experiences for our guests.
Maintain all aspects of our resort buildings including exterior facades, concrete work, paint, building controls such as HVAC units, electrical panels, lighting, and plumbing. We look for Technicians with superior skills, attention to detail, and the ability to prioritize multiple work orders.
Island Overview
Looking for a career on the water? Universal's Volcano Bay Aquatics Team isn’t just here to help keep our guests safe, they are here to make a splash! Join the team and help guard our 13 different water attractions as a Deep Water or Aquatic Attraction Lifeguard, or help operate and run our attractions as a Slide Attendant.
All Lifeguard Certifications are paid for and provided by Universal Orlando, so no previous experience is required. Perks of the job include riding our water park attractions to ensure proper working conditions and being a part of Orlando’s most technologically advanced Theme Park.
Our guest service minded Premium Services Team Members provide world-class hospitality to our guests. Join our team and help deliver 5 Star Service in a fun and carefree island experience by selling premium products, upgrades, and assisting guests with wireless TapuTapu Wearable devices, ensuring safety requirements of water attractions. Specific positions include:
- Concierge/Locker Attendants
- Cabana/Towel Attendants
- Virtual Line Attendants
- Wearable Attendants
The only thing more exciting than our water slides is our deliciously unmatched dining delicacies that we have to offer at Volcano Bay. Our guests will find total relaxation at one of our 3 unique restaurants with diverse menu options like our Coconut Fried Chicken, Curry Shrimp, and our Kohola Burger. We have everything we need to create the ultimate vacation for our guests; all we are missing is you! Some Food and Beverage Opportunities include:
- Cabana Server
- Bartender
- Greeter
- Cashier
- Busser
- Cooks
- And more
Other opportunities within Volcano Bay include:
- Turnstiles
- Pass Sales
- Guest Services
- Park Services
- Security
- Health Services
- And many more!
A Universe of Opportunities
If you love to have fun and thrive in a fast-paced environment, look no further than our opportunities in Quick Service Food and Beverage. From keeping our Food and Beverage carts well stocked to bringing smiles to guests in our Quick Service Restaurants located across our three parks and CityWalk, there is never a dull day. Come satisfy your appetite for opportunity in the following roles:
- Quick Service Associate
- Stocker
- Barista
- Cash Coordinator
Hospitality is at the heart of what we do, so we are always looking for those with an attitude for service and a motivation to enrich our guests’ experience. With several Full-Service locations located across our theme parks and CityWalk, there is plenty of opportunity to be part of the ultimate dining experience in these following roles:
- Host/Hostess
- Tipped Busser
- Tipped Food Runner
- Bartender
- Barback
- Waitperson
A Universe of Events
Universal’s annual Mardi Gras celebration takes you beyond the bayou with an awesome party inspired by New Orleans and the best Carnaval celebrations from around the globe. Enjoy a parade and catch beads, sample culinary delights from around the word, enjoy live music and concerts and get your party on all at Universal’s Mardi Gras! Come be a part of our team and party with us in these select roles:
- Bead Captain
- Float Driver
- Event Guide
- Food and Beverage
Universal Orlando’s Halloween Horror Nights is our premier Halloween event in Universal Studios Florida. This event is full of scares and surprises featuring terrifying haunted houses, sinister scare zones, outrageous live shows, wickedly delicious treats, and some of Universal Studios’ most exhilarating attractions. Help us deliver the scares in any of these exciting roles:
- Haunted House Attendant
- Scareactor
- Makeup/VFX Artist
- Food and Beverage
- Custodial
At Universal Orlando Resort you can scream, laugh, and shout your jingle bells off cause we do the holidays big time. From our Universal’s Holiday Parade featuring Macy’s at Universal Studios Florida to the music and fun of The Grinchmas™ Who-liday Spectacular at Islands of Adventure, it’s the biggest, loudest, awesomest celebration of the season. Spread holiday cheer with us in the following roles:
- Balloon Handler
- Food and Beverage
- Event Guide
- Float Driver
A Universe of Opportunities
It’s never a dull day in Entrance Operations! Our Team Members in Entrance Operations have the unique opportunity of being the first point of contact with our guests and help their day start with a smile. Join the Entrance Operations team in the following roles:
- Turnstile Attendant
- Vacation Planner
- Guest Services
You’ll find special events happening every day at Universal Orlando Resort and our Event Guides are the key to assure they run smoothly. From special events in our Theme Parks, CityWalk, Resort Hotels, and Sound Stages our Event Guides are an integral part of their success. As an Event Guide you’ll greet guests, assist with arrivals, provide information, be responsible for guest control/flow, and provide extraordinary guest service!
From Yachts, Shuttles, to Automobiles you’ll be part of the team that assures our guests can explore our resort and arrive at their destination safely. Join the Parking and Transportation in one of these opportunities!
- Parking Control Attendant
- Toll Plaza Attendant
- Yacht Captain
- Valet Runner
- Valet Cashier
- Shuttle Driver
- Bus Loop Attendant
A Universe of Opportunities
Our Revenue Operations Team Members and their Leaders make a lasting impact on our Guest’s experience at Univer- sal Orlando Resort. From Merchandise to Food and Beverage, our Revenue Operations Leaders assure that operations run smoothly creating the best environment for our Team Members and Guests. Bring your leadership skills to the Revenue Operations team in one of the following departments:
- Merchandise
- Food and Beverage
Our Operations Team Members and their Leaders are the stars of our show here at Universal Orlando Resort. From Events to Attractions and everything in between, our Operations Leaders assure that operations run smoothly creating the best environment for our Team Members and Guests. Bring your leadership skills to the Operations team in one of the following departments:
- Attractions
- Admissions
- Guest Services
- Parking and Transportation
- Park Services
- Guest Communication Center
- Security
- Event Operations
- Park and Resort Services
A Look at Universal Epic Universe
Celestial Park is the cosmic heart of Universal Epic Universe, where wondrous discoveries await among the lush greenery, tree-lined walkways and dancing fountains. Begin your cosmic journey of discovery in a world between worlds full of sensory delights for all to
enjoy together.
From the experiments of Dr. Victoria Frankenstein to a shadowy landscape where monsters roam, Dark Universe is a world of myth and mystery.
From 1920s Paris to the 1990s British Ministry, explore international wizarding communities and the magic that connects them in The Wizarding World of Harry Potter™ - Ministry of Magic™.
At SUPER NINTENDO WORLD™ you’ll experience a new way to play, from challenging Bowser on the Mario Kart™ ride to venturing through Donkey Kong Country™ and so much more.
Take to the skies and soar with dragons as you explore the colorful Viking village at the heart of Berk. Take part in wild boat battles, feast like a Viking and more.
Universal Creative Internship Video Transcript
[Ariel] The Universal Creative internship program is full of extraordinary opportunities for interns to gain hands-on work experience. [Jeff] Ever since I was a little kid, I always wanted to take part in designing spaces that creates some of the fondest memories for people. [Griffin] The idea of blending technology, engineering, and storytelling really spoke out to me. And I wanted to be an environment where I could learn for those who really know what they're doing. [Ariel] I looked and the job description was amazing. It was literally everything that I've ever wanted out of an internship. [Ana] Some of the cool things that I've been able to do is see a lot of behind the scenes about how the park is run, and just envisioning the future worlds of tomorrow. It's been a really cool experience just to see what's coming up. [Carey] I've done some really cool attraction walkthroughs. I've got to walk through Hulk and Kong Skull Island and Forbidden Journey, and those were really incredible experiences. [Griffin] I think the cool thing about the Universal Creative internship is, you have a lot of opportunities to work with others and do what you want to do. [Jeff] I never expected any sort of company to be like this. [Emily] I really feel like I can be myself here. Everyone's been so opening and welcome. I don't have to put on a mask. I don't have to be somebody that I'm not. I can just be my genuine, authentic self. [Carey] I would say the culture at Creative is really a community and teamwork based. [Ariel] Everyone's so invested into the interns, and that's something unique. [Ana] You can ask a question and you'll always get an answer. [Tyler] Everyone's always happy and I'm willing to help you out when you're trying to learn something new, or you don't know how to do something. [Griffin] And as a student, it's very important to get that career guidance as you go on through more classes, and it's been a really great opportunity to get that in a very open environment. [Carey] For future interns, I would just say network and learn as much as you can. It's a really incredible opportunity and everyone wants to help you out. [Emily] Embrace your time here. Take advantage of your time here because it goes by so fast. [Ana] There's no such thing as you're only doing one job here. [Griffin] You have a lot of opportunities to go outside of your scope of work as an intern. So use it as an opportunity to absorb everything like a sponge. [Ana] Join the Universal Creative team. The possibilities are endless.Be a part of life at U.S.H. Video Transcript
[ON-SCREEN TEXT] Be a part of life at U.S.H. [AUDIO DESCRIPTION] 1. A parking attendant smiles. 2. An attendant gives a button. 3. A guide holds a walkie-talkie by a map. 4. Frankenstein with clawed hands. 5. A guide gives a thumbs up. 6. Dracula. 7 through 11. Scooby Doo gang poses for pictures. 12. Attendant smiles. 13. A cashier sells popcorn. 14 through 20. A busy kitchen staff. 21. A gift shop attendant. 22. An ice cream vendor. 23. A game attendant offers a toy banana. 24 and 25. Drink and toy vendors. 26. A cashier smiles. 27. A theater usher. 28 through 30. Drink stand attendants. 31 and 32. Two mimes blow kisses. 33 through 36. Greeters wave hello. 37. A guide waves us to a bus. 38. A chef holds a door. 39. A chef drizzles caramel. 40 and 41. Two guards 42 and 43. People in windows. 44 and 45. Greeters in uniform. 46. A bartender. 47. Cashier gives us ice cream. 48 and 49. Nest soldiers. 50. A gate attendant waves goodbye. [ON-SCREEN TEXT] Join the Experience. Universal Studios Hollywood. All rights reserved.Spice Up Your Career
[MUSIC PLAYING] [TEXT] SPICE UP YOUR CAREER [DESCRIPTION] Roasted corn on the cob and yellow peppers in metal pans. Burgers on a grill. A hand arranges pizza toppings. Eggs whisked into chocolate batter. [TEXT] FUEL OUR GUEST EXPERIENCES [DESCRIPTION] Chef pipes icing, flames around grilled meat, man roasting corn on the cob, adult and child watch costumed performers. [TEXT] SUPPORT OUR DAILY OPERATIONS [DESCRIPTION] Woman slices vegetables, line of cooks with saute pans. Text, Learn From Our World Renowned Chefs. Woman arranges vegetables, flames in front of cooks behind glass. Text, You Bring The Passion. Cooks prepare ribs and carve fruit. [TEXT] WE'LL PROVIDE THE THRILLS [DESCRIPTION] Chef carves ice with chainsaw. Man in chef hat laughs. [TEXT] Universal element and all related indicia TM & © 2019 Universal Studio. All rights reserved.Team Member Journey
“Universal is always finding ways to improve and separate from the rest. A lot of the Chefs here are like family to me. We have a caring culture and a disciplined one as well. We set up systems to ensure we are ready for success no matter what comes our way. I love working here, and as I continue to grow I will never forget the feeling of the teamwork I had when I started here 13 years ago. I carry that everywhere I go.”
Chef Johnathan Restaurant Chef
Johnathan’s Career Journey
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2006Busser
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Line Production Cook2007
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20081st Cook
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Sous Chef2015
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2018Restaurant Chef
“Universal began as just a job that a friend recommended to me after I had my son. Meeting my First Cook, Anesia, and seeing her work ethic, I quickly realized that this was a company with a lot of opportunity for growth. I have never been one to be complacent, so seeing the other Chefs and watching them develop new and exciting foods motivated me to want to become one. Over the course of my career, Universal has become a second family to me. I have encountered Chefs who have been instrumental in helping me to achieve my goals. I will forever be grateful to Universal and those who believed in me.”
Chef Erica Sous Chef
Erica’s Career Journey
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2004Line Production Cook
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Senior Cook2006
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2007Chef Assistant
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Sous Chef2017
Team Member Journey
“What has excited me to stay with Universal Orlando Resort is the opportunity for growth and the recognition I have received in the short amount of time I have been with the company. Universal is a great place to grow and develop. If you make your career goals clear to your management team, they will provide the assistance to guide you towards success.”
Chloe Barback
Chloe's Career Journey
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2017Service Line
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Food Runner2017
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2018Food and Beverage Cash Coordinator
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Barista2021
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2022Barback
“In 1998 I was working as a Human Resources Manager at a hotel and I decided to resign from my position so I could stay at home with my one year old daughter. After a couple of months, I decided to look for a part time position. I saw an advertisement in the newspaper to work one weekend collecting surveys at a theme park. I thought that would be fun so I applied for the position and was hired by a 3rd party vendor to work Rock the Universe for one weekend. That one weekend grew into a 21 year career in the field research department at Universal Orlando!”
Suzie Manager – Consumer Insights
Suzie's Career Journey
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20053rd Party Consumer Research for Universal Orlando
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Coordinator – Consumer Insights2007
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2015Supervisor – Consumer Insights
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Manager – Consumer Insights2018
Team Member Journey
“I was always a fan of Universal Orlando Resort and visited the parks frequently growing up, so when I was ready for my first job while in high school, I knew this was the place I wanted to be. But I never imagined that my part-time job would turn into an exciting career! The ability to grow within the organization is one of the things I love most about Universal Orlando. Growth is an important part of the culture and no matter where you begin your journey, there’s opportunity to explore different areas and find your passion. I also love that there’s always something new and exciting happening at our destination for guests, including new attractions, events and more. The constant rollout of innovative new experiences makes it extremely fun and rewarding to be a part of the team!”
Kristen
Director, Public RelationsKristen's Career Journey
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2001Ride & Show Attendant (The E.T. Adventure)
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Public Relations Intern2006
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Spring & Summer 2007Event Management Temporary Assignment
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Corporate Sales CoordinatorFall 2007
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2008Public Relations Coordinator
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Public Relations Representative2010
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2013Manager, Public Relations
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Sr. Manager, Public Relations2019
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2023Director, Public Relations
“Universal has been an absolutely EPIC place to work and grow my career over the years. From the open and accommodating culture that we have that is fostered by our fantastic Team Members to our amazing leadership team that encourages us to climb higher every day, I cannot imagine wanting to develop myself anywhere else. Having mentors and leaders recognize my potential before I was aware of it myself has truly been a life-changing experience for me; I can only hope to continue that tradition on my own career path to elevate others to recognize that spark inside themselves as well. All while being able to bring my true self to work. Plus, look at all of the amazing attractions and experiences we help deliver!”
Kyle
Director, Information TechnologyKyle's Career Journey
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2009Programmer Analyst
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Technical Specialist2014
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2015Manager, Systems
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Manager, IT Ops2017
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2018Manager, IT Parks Tech
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Senior Manager, IT2018
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2019Director – Information Technology
Team Member Journey
“When visiting the parks, every Team Member I spoke to expressed how much they loved working at Universal, and their love for the company is what encouraged me to apply. Now after being a part of the Universal family for the past six years, I cannot stress enough how much they value their Team Members. Here they want you to be successful and they provide the training and resources to help.”
Jonathan Supervisor, Utilities
Jonathan’s Career Journey
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2014Electrical Tech II
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Electrical Tech II2016
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2017Technical Services – Utilities Coordinator
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Apprentice Supervisor2020
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2022Supervisor, Utilities
“During my first year of college I wanted a full time job with good benefits. I came in one Friday, was hired for Park Services and started orientation the following week. I have loved the great opportunities Universal has given me to grow and learn while I was in the first group of Ride and Show apprentices. During this time, I learned on the job with the technicians all around UO, as well as going to school to learn the theory. The teamwork between the departments is something that makes UO strong and a great place to work for. The dedication from my leadership, pushing me to be better and giving me great opportunities to learn all over the resort throughout the 15 years at UO, provided me the tools needed to supervise technicians in Ride and Show.”
Michael Supervisor, Ride & Show
Michael’s Career Journey
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2005Night Park Attendant
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Ride & Show Maintenance Apprentice2006
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2007Ride & Show Maintenance 3 Apprentice
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Ride & Show Maintenance 2 Apprentice2008
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2009Ride & Show Maintenance 1 Apprentice
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Show Systems Tech2009
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2011Show Systems Lead Tech
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Ride Supervisor2014
Team Member Journey
“One of the best parts of my role is reflecting on moments where I’ve had the opportunity to be a part of Team Member’s or Guest’s joy and fulfillment. In addition, the family-oriented culture we’ve cultivated at Universal’s Volcano Bay – as well as having the opportunity to launch the world’s first Water Theme Park (that is continuously rated one of the top water parks in the world) – is what keeps me motivated and fuels my passion for my role.”
LaQuindell Supervisor - Volcano Bay Operations
LaQuindell's Career Journey
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2011Attendant, Park Services-Universal’s Wet n Wild
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Supervisor, Park Services-Universal’s Wet n Wild2012
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2017Supervisor, Park Services-Grand Opening Team Universal’s Volcano Bay
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Supervisor, Aquatics/ Park Operations-Universal’s Volcano Bay2018
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2020Supervisor Park/Operation Services Universal’s Volcano Bay
“I decided to apply at Universal because I was searching for a career that was more related to my current field of study and that would allow for growth potential. With my experience of swimming competitively, I decided to apply as a lifeguard. I got the job quickly, started training soon after, and fell in love with it. The people at Universal are like family. Without the energy, passion and care that the people here at Universal have invested in me, I would not be where I am today in my career.”
Brooke Aquatics Lifeguard Lead
Brooke's Career Journey
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2017Deep Water Lifeguard
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Aquatics Lifeguard Lead2018
Team Member Journey
“Universal Studios was a huge part of my childhood growing up, introducing me to some of my favorite films like Back to the Future. As an adult, the development of interactive wands for The Wizarding World of Harry Potter™ really opened my mind to the possibilities for creative applications of interactive technology. Since working at Universal Creative, it has become clear why such innovative experiences are not only possible but encouraged. Our work culture is incredibly inclusive and motivating of outside the box thinking and collaboration which leads to world class experiences for our guests. Additionally, the work environment at Universal Creative has been critical to my personal career development. I am regularly encouraged to ask questions, to take creative ownership of my work, to seek out development opportunities for my skills, and to collaborate with my peers across the company. I’ve had the honor of working on multiple world class experiences with Universal Creative and I’m eagerly looking forward to the next challenge.”
Anthony
Software Developer, Universal CreativeAnthony's Career Journey
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2016Intern, Engineering
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Technical Coordinator2017
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2017Associate Software Developer
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Software Developer2020
“I knew from a young age that I wanted a career designing the theme parks that brought me so much happiness throughout my childhood. Even on the challenging days, I find inspiration and motivation when I look at our parks and know that the common factor driving all decisions is always to maximize the guest experience and push the industry standard. “Teamwork makes the dream work,” and the culture at Universal is always about everyone acknowledging that we need each other in order to be successful. I believe a major factor that played into my personal growth within Universal has been the multiple opportunities to work closely with internal management and leadership to design, develop, and present ideas and creative solutions on a variety of projects. These opportunities have enabled me to grow my leadership skills within the company, as well as take on additional responsibilities that have led to personal career growth.”
Frances
Sr. Designer, Show/SetFrances's Career Journey
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2015Intern
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Associate Show Set designer2015
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2016Show Set designer
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Architectural designer2017
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2019Senior Master Planner
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Senior Show Set designer2020
Team Member Journey
"To me, Universal is a community of passionate, knowledgeable people who are driven to create great impact for our guests and Team Members. In an environment like this, the work I do and the people with whom I have the privilege of partnering makes daily work feel interesting and exciting. I always say I could do what I do for a living anywhere, but I am privileged to do this work here. Our culture allows for learning and movement, and I’ve been lucky to grow by learning from a variety of experiences, including internships, mentoring, park shifts, Team Member advocacy and event support, volunteering, and Diversity, Equity, and Inclusion Team Member Resource Groups. When I ask, “Can I learn about your team and what you do?” I am always given an enthusiastic, welcoming response by leaders across our universe. As I’ve grown here, I’ve watched Universal also grow - opening new parks, rides, and restaurants; growing our footprint across the world; and introducing innovative and cool experiences. It feels like it is always an exciting time to be here, and I can’t wait to be a part of the amazing things we’ll do next!”
Anisa
Sr. Manager, Organizational Development (Former UO Intern)Anisa's Career Journey
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2005Intern in Organizational Development
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Assorted work around HR2006
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2007Talent Acquisition Interviewer
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Rep, Org Development2008
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2011Sr Rep, Org Development
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Specialist, Org Development2013
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2016Manager, Org Development
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Sr Manager, Org Development2019
“As soon as I started my internship, I knew that Universal was the company I wanted to work with for the rest of my life. The culture here puts an emphasis on developing Team Members and ensures that they grow with the company. My internship provided me with an abundance of valuable networking opportunities that has led me to where I am today. I was able to reach out to leaders within different areas of the company to set up time to discuss their career journey and what their current roles are like. This helped me narrow down the specifics of how I wanted to shape my career. Every leader I have had the privilege to work under has been a champion for my personal development. With Epic Universe on the horizon, the opportunities for personal development are endless. ”
Zachary
Representative, Trade MarketingZachary's Career Journey
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2016Attractions Attendant
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Intern, In-Market Sales2018
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2018Coordinator, In-Market Sales
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Client Marketing Associate2021
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2022Representative, Trade Marketing
A Universe of Global Opportunities
Universal Orlando Resort is an all-in-one entertainment destination that includes Universal Studios Florida, Universal’s Islands of Adventure, Universal’s Volcano Bay, Universal CityWalk and Universal Orlando Resort hotels. We bring unforgettable experiences alive for our guests, immersing them in legendary stories, fantastic journeys, exciting nightlife and more.
As a theme park built around a working movie studio, we’re all about lights, camera, action. Being part of our team means having fun at work, being part of our guests’ most memorable adventures and bringing the magic of Hollywood to life. We pride ourselves on building a culture based on fun, doing the right thing and creating opportunities to inspire.
At Universal Creative, we design, develop, and deliver the most compelling entertainment experiences imaginable. Our innovative attractions, immersive theme parks, and world-class resorts fuse art and technology to create new standards in the themed entertainment industry.
Universal Studios Japan offers guests around the globe today’s most relevant and popular entertainment experiences. This location, like all our other theme parks, is known for immersive experiences that feature some of the world’s most thrilling and technologically advanced film- and television-based attractions.
Universal Beijing Resort is a widely anticipated theme park destination featuring several all-new attractions along with the best Universal rides, shows and attractions from around the world – plus specially created experiences designed to reflect China's cultural heritage. The initial phase currently under construction will include the world-renowned Universal Studios theme park and Universal CityWalk retail, dining and entertainment complex.
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Universal Destinations & Experiences is an equal opportunity employer.
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