Guest Communications Specialist

Merlin

Winter Haven (FL)

On-site

USD 32,000 - 36,000

Full time

14 days+

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

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.