Isabella Gutierrez

• Resolve guest concerns and sensitive situations through direct interaction, ensuring a positive and professional guest experience.
• Investigate and document guest issues such as long queues, ride closures, weather disruptions, and attraction restrictions while determining appropriate guest recovery solutions.
• Provide concierge-style service by assisting with ticket upgrades, dining reservations, transportation information, and general resort guidance.
• Process and resolve ticketing issues including vouchers, online ticket purchases, complimentary tickets, and front gate sales systems.
• Assist guests with disabilities by communicating accommodations in accordance with ADA guidelines.
• Manage lost and found for the resort by logging, securing, and returning guest belongings in a timely manner.
• Maintain accurate cash handling procedures and monitor cash drawers to ensure financial accuracy.
• Provide knowledgeable recommendations about Universal
Orlando Resort and the surrounding Orlando area to enhance the guest experience.

• - Operate and monitor rides, ensuring all safety procedures and equipment checks are followed.
• - Assist guests with boarding and disembarking, providing clear instructions and ensuring safety compliance.
• - Manage ride queues efficiently, ensuring smooth guest flow and crowd control.
• - Conduct pre-opening and routine safety inspections, addressing any issues promptly.
• - Engage with guests, answering questions and handling concerns professionally.
• - Collaborate with team members, maintenance, and supervisors to ensure seamless ride operations.
• - Maintain cleanliness of ride areas and report maintenance issues as needed.
• - Stay up to date with safety training and Universal’s operational guidelines.

• - Supervise and support ride operations team, ensuring adherence to safety protocols and operational procedures.
• - Train, mentor, and evaluate team members to enhance performance and guest experience.
• - Oversee daily ride operations, addressing challenges, guest concerns, and staffing needs.
• - Conduct safety inspections to ensure compliance with company policies and regulations.
• - Assist with scheduling and administrative duties to improve efficiency.
• - Respond to and manage emergency situations, coordinating with security and medical teams.
• - Foster a positive work environment, promoting teamwork and professional growth.

• - Supervised and mentored junior ride operators, providing training on safety protocols and customer service.
• - Operated and monitored ride equipment to ensure smooth and safe operation throughout the day.
• - Conducted routine inspections and maintenance checks to uphold safety standards.
• - Assisted guests with ride procedures, addressing concerns and ensuring a positive experience.
• - Responded to ride malfunctions and medical incidents, following emergency protocols.
• - Maintained accurate operational records, including incidents and maintenance logs.
• - Communicated effectively with maintenance teams and management to resolve operational issues.
• - Identified areas for improvement and implemented changes to enhance efficiency and guest satisfaction.
• - Ensured compliance with local, state, and federal regulations, as well as company policies.