Guest Communications Coordinator

Job Description

What you'll bring to the team

At LEGOLAND® Florida Resort, everything we do is built around creating unforgettable experiences for our guests — especially our youngest VIPs.

We’re looking for a Guest Communications Coordinator who leads with positivity, problem-solving, and a guest-first mindset to help connect our guests with the magic behind the scenes.

If you love communication, collaboration, and turning questions into smiles, this could be the role for you.

Role Summary

The Guest Communications Coordinator manages the day-to-day guest communication experience across multiple platforms, ensuring timely, accurate, and engaging responses. This role acts as a key liaison between our guests and internal teams including Admissions, Retail, Food & Beverage, Entertainment, Marketing, and Park Operations.

You’ll respond to and categorize guest communications, support guest recovery, identify trends, and provide actionable insights that help continuously improve the guest experience across LEGOLAND® Florida Resort.

Guest & Business Liaison

• Serve as a communication bridge between guests and internal departments, partnering closely with Marketing, Social, and PR teams

• Provide up-to-date, accurate resort information to enhance guest satisfaction and support operational KPIs

• Identify communication trends and share insights to drive improvements

Guest Communications & Engagement

• Log, categorize, and respond to guest feedback in a timely, professional, and friendly manner

• Develop and deliver templated and personalized responses across multiple platforms, including:

  • Optimus / AVIUS

  • Accesso

  • Pacific

  • Opera

  • Social media platforms (Facebook, Instagram, Twitter/X, etc.)

• Monitor and respond to direct messages on social media, escalating concerns as needed

• Manage and respond to all TripAdvisor reviews for LEGOLAND® Florida Resort

• Ensure accuracy of resort information across Google, TripAdvisor, and other high-traffic guest platforms

Operational & Booking Support

• Manage Group and Home School bookings, including payment processing, confirmations, and tax-exempt documentation

• Assist with phone inquiries, group emails, adjusted ticket orders, and reservation changes

• Support guest recovery efforts by resolving concerns and following up to ensure satisfaction

• Involve relevant departments when needed and support reporting on guest activity and resolutions

Qualifications & Experience

Experience & Skills

• 1–3 years of experience in a customer service or guest-facing role

• Experience with Accesso ticketing systems preferred

• Proven ability to handle guest concerns, process transactions, and work collaboratively in a team environment

• Strong verbal, written, and interpersonal communication skills

• Basic math skills for handling monetary transactions

• Comfortable using computer systems; ability to type at least 20 WPM

• Proficiency in Microsoft Word, Excel, Outlook, and OneNote

Benefits

Pay Range

USD $16.00/Hr.