Guest Communications Coordinator

Merlin; Winter Haven (FL); On-site; USD 44,083,000 - 49,594,000; Full time

Benefits offered by this job

Excellent Health Care Options

Outstanding PTO

Merlin Magic Pass

Recognition Programs and Rewards

401(k) Program

Tuition Reimbursement Programs

Learning and Advancement Opportunities

Job summary

Merlin Entertainments in Florida seeks a Guest Communications Coordinator to manage day-to-day guest communications across AVIUS, Accesso, text and social media. You will respond, categorize, and log guest queries, partnering with Admissions, Retail, F&B and Entertainment to deliver timely, accurate information and memorable experiences.

You will work with the Marketing team, support park operations, and help identify trends for actionable insights.

Qualifications

• Requires 1–3 years of customer service experience.
• Accesso ticketing system experience preferred.
• Experience in responding to customers, working in a team, listening and providing information, and handling monetary transactions.
• Excellent verbal and interpersonal communication skills.
• Basic math skills for monetary transactions.
• Basic computer skills to enter customer data and type at least 20 wpm.
• MS Word, Excel and Outlook knowledge required.
• Open availability: 5 days out of 7, including weekends/evenings/holidays.

Responsibilities

• Coordinate guest communications across multiple platforms (AVIUS, Accesso, Text, social media).
• Log and categorize guest comments with timely, polite responses.
• Support park operations, guest service standards, and outreach to marketing/events.
• Develop templated and individualized guest responses across platforms.
• Monitor and respond to social media inquiries; manage TripAdvisor accounts.
• Ensure accurate resort information on Google, TripAdvisor, and other channels.
• Handle group and school bookings, payments, confirmations, and tax forms.

Skills

Excel

Word

OneNote

Verbal communication

Interpersonal skills

Typing 20 wpm

Basic math

Customer service

Team player

Tools

Accesso

AVIUS

Pacific

Opera

Facebook

Instagram

Twitter

MS Excel

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!

Pay Range

USD $16.00/Hr.