Guest Communications Coordinator
About The Position
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. 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. 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!
Requirements
- 1–3 years of customer service experience preferred
- 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
- 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
Nice To Haves
- Accesso ticketing system experience is a plus
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
Benefits
- 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!
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
