Guest Communications Specialist

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

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.