Guest Communications Coordinator

Merlin Entertainments; Winter Haven (FL); On-site; USD 18,000 - 26,000; Full time

Benefits offered by this job

Health insurance

Paid time off (PTO)

Merlin Magic Pass

Recognition programs

401(k)

Tuition reimbursement

Learning and advancement opportunities

Job summary

Merlin Entertainments in Florida is seeking a Guest Communications Coordinator to respond to guest inquiries across email, phone, social media, and reviews. You’ll help with tickets, reservations, refunds, park information, and more, while ensuring accurate documentation and a high standard of guest service.

The role emphasizes problem solving, multitasking, and professional communication in a fast-paced environment. Seasonal 7-month duration with opportunities for continued advancement.

Qualifications

• 1–3 years of customer service experience preferred.
• Accesso ticketing system experience is a plus.
• Experience handling monetary transactions.
• Strong verbal and written communication skills.
• Basic math skills.
• Strong computer skills and accurate typing.
• Proficiency with Microsoft Word, Excel, and Outlook.
• Ability to quickly learn new systems and processes.
• Professional phone etiquette.
• Ability to work both independently and collaboratively.

Responsibilities

• Respond to guest questions and concerns across email, phone, messaging, social media, and review platforms
• Help guests with tickets, reservations, refunds, promotions, park information, restaurants, shops, hours, and more
• Respond to social media messages and help create positive guest engagement
• Monitor and respond to guest reviews, including TripAdvisor
• Handle group and homeschool bookings, payments, confirmations, and documentation
• Track and categorize guest feedback to identify trends and opportunities
• Work closely with other departments to resolve guest concerns and find solutions
• Provide professional, personalized responses while maintaining our guest service standards
• Support special events, marketing initiatives, and other park operations as needed
• Accurately document guest interactions and follow through to ensure concerns are resolved
• Help make sure information across guest-facing platforms stays accurate and up to date

Skills

Customer service

Strong communicator

Social media savvy

Independent worker

Multitasking

Tools

Accesso ticketing system

Microsoft Word

Microsoft Excel

Microsoft Outlook

Typing

Job description

WE’RE HIRING: GUEST COMMUNICATIONS COORDINATOR!

Do you love helping people, solving problems, making someone’s day a little brighter, and staying cool when things get busy?

Are you the kind of person who can switch from answering an email to responding to a social media message to helping resolve a guest concern — all while keeping a smile in your voice?

Then we may be looking for YOU!

Join our Guest Communications Team!

WHAT YOU’LL DO

• Respond to guest questions and concerns across email, phone, messaging, social media, and review platforms
• Help guests with tickets, reservations, refunds, promotions, park information, restaurants, shops, hours, and more
• Respond to social media messages and help create positive guest engagement
• Monitor and respond to guest reviews, including TripAdvisor
• Handle group and homeschool bookings, payments, confirmations, and documentation
• Track and categorize guest feedback to identify trends and opportunities
• Work closely with other departments to resolve guest concerns and find solutions
• Provide professional, personalized responses while maintaining our guest service standards
• Support special events, marketing initiatives, and other park operations as needed
• Accurately document guest interactions and follow through to ensure concerns are resolved
• Help make sure information across guest-facing platforms stays accurate and up to date

WHAT WE’RE LOOKING FOR

We’re looking for someone who is:

• Guest obsessed — you genuinely enjoy helping people
• A problem solver — you look for solutions rather than waiting for someone else
• Tech savvy — comfortable learning and using multiple computer systems
• A strong communicator — excellent grammar, writing, typing, and verbal communication are essential
• Social-media savvy — you understand how people communicate online and know how to engage professionally
• A team player — you support your teammates and celebrate each other’s success
• Proactive & resourceful — you take ownership and can work independently
• Detail-oriented — accuracy matters when handling reservations, payments, refunds, and guest information
• Calm under pressure — you can professionally de-escalate challenging situations
• A multitasker — you can balance multiple conversations and priorities in a fast-paced environment
• Positive & dependable — you bring a great attitude and help create an inclusive team environment

QUALIFICATIONS

• 1–3 years of customer service experience preferred
• Accesso ticketing system experience is a plus
• Experience handling monetary transactions
• Strong verbal and written communication skills
• Basic math skills
• Strong computer skills and accurate typing
• Proficiency with Microsoft Word, Excel, and Outlook
• Ability to quickly learn new systems and processes
• Professional phone etiquette
• Ability to work both independently and collaboratively

THE DETAILS

This is currently a 7-month seasonal position, with the potential for opportunities to move into a Part-Time or Full-Time role for team members who demonstrate strong performance, a positive attitude, and commitment to the team.

• Availability: 5 out of 7 days per week
• Weekends & holidays: Required
• Typical shifts: Between 9:00 AM and 8:00 PM
• Flexibility: Schedules may vary based on business and operational needs

OUR TEAM

We believe great guest experiences start with a great team.

OUR CULTURE IS BUILT AROUND MERLIN’S VALUES

• We Care
• Own Your Craft
• Go Together
• Enjoy the Ride
• Drive & Discover

We work hard, support one another, take ownership, and most importantly have fun along the way!

Every day is different. One moment you may be helping a family plan their visit, the next you could be solving a ticketing issue, responding to a social media message, or working with another department to turn a frustrated guest into a happy one.

If you thrive in a fast-paced environment, love helping people, communicate exceptionally well, and want to be part of a supportive team where your work directly impacts the guest experience, we’d love to hear from you!

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!

PAY RANGE

USD $16.00/Hr.