Guest Experience Coordinator

Orlando Informer; Orlando (FL); Remote; USD 29,000 - 33,000; Full time

Benefits offered by this job

Health, Vision, Dental, Life Insurance

6% 401(k) match

Orlando theme-park access

10 paid holidays

Unlimited paid time off

Job summary

Orlando Informer is seeking a guest-service professional to ensure exceptional experiences for visitors and readers. You will support guests from planning through post-visit concerns across multiple channels, maintaining empathy, clear communication, and brand-aligned interactions.

This remote-first role requires Florida residency and availability across weekends. The position includes comprehensive benefits and opportunities to contribute across the business.

Qualifications

• At least two years of direct guest-service experience.
• Experience with a nationally recognized customer-service brand preferred.
• Strong written and verbal communication skills.
• Empathy, sound judgment, and a calm, solutions-oriented approach to resolving concerns.
• Knowledge and passion for Central Florida’s theme parks.
• High school diploma or GED; degree preferred.

Responsibilities

• Answer questions, provide guidance, and resolve guest concerns related to Meetup, tickets, and hotel bookings.
• Communicate with guests across telephone, live chat, text, email, Instagram, Facebook, and X.
• Anticipate potential guest service issues and address them before they become problems.
• Develop and execute thoughtful surprise-and-delight opportunities.
• Provide personalized communication and experiences that show guests they are known and valued.
• Identify opportunities to improve internal processes and guest-facing resources.
• Moderate and engage with our social-media communities, reinforcing our brand.
• Collaborate across the company and take on other responsibilities as needed.

Skills

Guest service

Communication skills

Empathy

Attention to detail

Organizational skills

Time management

Multichannel support

Education

High school diploma or GED

Hospitality/English/Marketing degree preferred

Job description

Orlando Informer is reshaping what’s possible in theme-park hospitality. We create distinctive experiences and lifelong memories for visitors from around the world. We’re looking for an empathetic, resourceful guest-service professional to help us make every interaction exceptional.

Founded in 2011, Orlando Informer is a theme-park vacation-planning company that helps millions of people each year plan better visits to Orlando’s biggest destinations. Since 2015, our signature private events, the Orlando Informer Meetup, have given thousands of guests after-hours access and unique experiences at their favorite theme parks. Orlando Informer is also an authorized retailer of theme-park tickets and hotel stays.

About the role

We’re looking for a guest-service champion who anticipates needs, solves problems thoughtfully, and finds creative ways to surprise and delight our guests.

You’ll support guests throughout their experience with Orlando Informer, from answering questions and helping them plan to resolving concerns when something doesn’t go as expected. You’ll approach every interaction with empathy, sound judgment, attention to detail, and a genuine desire to help.

Exceptional written and verbal communication is essential. You should be comfortable adapting your approach across multiple channels while keeping every interaction personal, clear, and consistent with the Orlando Informer brand.

Orlando Informer is a small, nimble, remote-first company, so you’ll have opportunities to contribute across the business and help shape how we serve our guests.

What you’ll do

• Answer questions, provide guidance, and resolve guest concerns related to the Orlando Informer Meetup, theme-park admission products, and hotel bookings.
• Communicate with guests across telephone, live chat, text, email, Instagram, Facebook, and X.
• Anticipate potential guest service issues and address them before they become problems.
• Develop and execute thoughtful surprise-and-delight opportunities.
• Provide personalized communication and experiences that show guests they are known and valued.
• Identify opportunities to improve internal processes and guest-facing self-service resources.
• Moderate and engage with our social-media communities, reinforcing our brand and providing meaningful value to readers.
• Collaborate across the company and take on other responsibilities as needed.

Availability requirements

• This is a remote position, but Florida residency is required.
• Availability five out of seven days per week, including Saturdays and Sundays. Occasional evening work may be necessary based on business needs.
• Full, in-person availability is required during Orlando Informer Meetup weekends.
• All-day availability is required for our currently announced 2026 OI Meetup dates: November 13–14; December 3–5, 10–12, and 16–18.

• At least two years of direct guest-service experience. Experience with a nationally recognized customer-service brand is preferred.
• A genuine commitment to hospitality and creating memorable guest experiences.
• Exceptional written and verbal communication skills.
• Empathy, sound judgment, and a calm, solutions-oriented approach to resolving concerns.
• Strong organizational skills, close attention to detail, and the ability to manage competing priorities.
• The initiative to anticipate guest needs and identify opportunities to improve their experience.
• Confidence communicating across telephone, live chat, text, email, and social media.
• A deep knowledge of and passion for Central Florida’s theme parks.
• A high school diploma or GED. A degree, or current enrollment in a degree program, in hospitality, English, marketing, communications, or a related field is preferred.

• $20.50–$24.00 per hour
• Health, vision, dental, and life insurance
• In addition to 10 paid holidays, all full-time employees are eligible for our unlimited paid time off policy

• 6% company-matched 401(k) plan
• Orlando theme-park access
• During the interview process, ask us about ways we have rewarded our team in the past.