As a Guest Communications Coordinator for Merlin Entertainments in Winter Haven, FL, you will manage daily guest communications across multiple digital platforms. This full-time role requires working any 5 out of 7 days a week, including weekends and holidays, offering an hourly rate of USD $16.00/Hr.
Requirements
1 to 3 years of experience in a customer service role.
Proficiency in MS Word, Excel, OneNote, and Outlook.
Ability to type accurately at least 20 wpm and perform basic math for monetary transactions.
Open availability to work any 5 out of 7 days a week, including weekends, evenings, and holidays.
Accesso ticketing system experience is preferred.
No specific educational degree is stated as a mandatory requirement.
Skills & Responsibilities
Customer Service & Communication: Manage day-to-day guest inquiries, log comments, and provide polite, timely responses across social media, AVIUS, and Accesso platforms to ensure guest satisfaction.
Administrative & Booking Support: Handle group and homeschool bookings, take payments, track reservations, and log tax exemption forms.
Data Analysis & Reporting: Log and categorize guest feedback, identify trends, and provide insights to improve the overall guest experience and meet KPIs.
Cross-Functional Liaison: Act as a communication bridge between guests and internal departments such as Admissions, Retail, F&B, and Marketing.
Potential transition routes: People from customer support or hospitality roles may bring strong communication and problem-solving skills, alongside meeting the required customer service experience and open availability.
Job description
What you'll bring to the team
ROLE Summary
The Guest Communications Coordinator manages the day-to-day operations of guest communication. Ensure excellent levels of service and information are provided in a timely manner across multiple platforms including AVIUS, Accesso, Text and various social media platforms. Respond to and categorize guest communication ensuring a positive solution with a trackable detailed summary, including but not limited to guest recovery. A guest communications team member acts as a liaison between our guests and our business including Admissions, Retail, F&B, Entertainment etc. The Guest Communications Coordinator works to identify trends and communicate information so that actionable insights can be derived.
Qualifications & Experience
Key responsibilities
Liaise Between Guests and Business:
Work directly with the Marketing Team, Social and PR, to provide the most relevant and up to date information for our guests. Providing enhanced insight to the guest experience allows bettering communication and KPI’s alike. Proficient use of Excel, Work and OneNote.
Support Park operations objectives and goals as needed including but not limited to guest obsession, marketing, special events and additional experiences.
Log and categorize guest comments while also providing a polite and timely response.
Assist with the development and delivery of guest communication including templated and individualized responses across a variety of platforms:
Optimus / AVIUS
Accesso
Pacific
Opera
Social Media sites (Facebook, Instagram, Twitter and etc.)
Reply to applicable social media direct messages promoting engagement, answering inquiries, and identifying escalations in a timely manner.
Review and respond to all TripAdvisor accounts for LEGOLAND Florida Resort.
Set measurable and trackable timelines to ensure resort information is accurate via Google, TripAdvisor and all other highly utilized platforms for guest communication.
Manage Group and Home School bookings including taking payment, tracking, sending confirmations and logging tax exemption forms.
Support Guest Inquiries:
Embodying and consistently reinforcing guest service standards; setting the standard while supporting staff with the tools and knowledge to be effective in providing memorable experiences.
Assist with answer phone inquiries, group emailing as well as adjusted ticket orders.
Attracts potential customers by answering questions about the park, its attractions, promotions, programs, restaurants, shops, operations, location, hours, packages, and pricing.
Obtains information on scheduling and visitation preferences. Explains payment, ticketing and refund options. Makes or changes reservations utilizing the computer reservation system. Enters data to establish or update accounts, enters financial data, and completes transactions. Prepares and mails general information brochures and confirmation letters.
Responds to product or service concerns by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining options or best solution to solve the problem, expediting correction or adjustment; and following up to ensure resolution. If necessary, involve relevant department in all the above generated activity and productivity reports.
Health & Safety:
In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
Actively share ideas, comments, and suggestions for improving safety within the work areas with the appropriate line manager.
Experience and qualifications
Requires at least one to three years of experience in customer service role.
Accesso ticketing system experience preferred.
Requires a track record of success in responding to customers, working in a team environment, listening and providing information, and handling monetary transactions.
Requires excellent verbal and interpersonal communication skills.
Requires basic math skills to complete monetary transactions.
Requires basic computer skills to enter customer data with the ability to type accurately at least 20 wpm.
Knowledge of MS Word, Excel and Outlook required.
Open availability is required. Candidates must be able to work any 5 out of 7 days a week, including weekends, evenings, and holidays, according to business needs.
Benefits
🎉 Benefits of Joining Merlin Entertainments! 🎉
🏥 Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.🌴 Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge!🎢 Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. 🎡🏆 Recognition Programs and Rewards: Celebrate your achievements and hard work!💼 401(k) Program: Save for the future with company matching contributions.📚 Tuition Reimbursement Programs: Get support for further education and career growth.🚀 Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! 🌟✨
