Guest Experience Communications Specialist

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

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.