Natalie Sugg

About Natalie Sugg

I am a creative and enthusiastic person that has a passion for marketing events. I have…

Experience

1. Guest Services Coordinator

   Universal Destinations & Experiences

   Oct 2023 — Present · Orlando, FL, US

   Resolves and eases sensitive guest situations on an individual basis through personal interaction and phone calls. Asks exploratory questions to identify and documents the concerns, needs and expectations as well as fully investigates issues such as: parking and transportation, food and beverage, third party tenants, long queues, crowd control, inclement weather, employee interactions, height restrictions, property damage and inoperable attractions ect. 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 the Universal Orlando resort as well as the general Central Florida 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, package deliveries 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 inEnvironmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.• 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

• Florida Atlantic University

  Bachelor's of Arts in Marketing, Marketing

  2020 — 2022