Guest Communications Coordinator

Merlin; Winter Haven (FL); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Health care

Paid time off

Merlin Magic Pass

Recognition programs

401(k) program

Tuition reimbursement

Learning opportunities

Job summary

Merlin Entertainments in Winter Haven, Florida is hiring a Guest Communications Coordinator to serve as the vital link between guests and the park’s teams, including Admissions, Retail, Food & Beverage, Entertainment, Marketing, and Operations.

You’ll respond to emails, phone calls, and social media messages, help with tickets, reservations, refunds, and documentation, and ensure accurate information across guest-facing platforms while upholding excellent guest service.

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

Job description

What you'll bring to the team

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!

As a Guest Communications Coordinator, you’ll be an important connection between our guests and the many teams that make the guest experience magical — including Admissions, Retail, Food & Beverage, Entertainment, Marketing, Operations, and more!

Qualifications & Experience

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!

Ready to join the adventure?

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.