Guest Communications Coordinator

Merlin Entertainments•Winter Haven, FL

10d

About The Position

The Guest Communications Coordinator manages day-to-day guest communications and ensures timely, high-quality service and information across multiple platforms, including AVIUS, Accesso, text, and social media. The role responds to and categorizes guest communications, documents trackable summaries and solutions—including guest recovery—and serves as a liaison between guests and business areas such as Admissions, Retail, Food and Beverage, and Entertainment. The coordinator identifies communication trends and shares information that can inform actionable insights. The position works with Marketing, Social and PR to provide accurate, current guest information and support guest experience improvements and key performance indicators. It also supports park operations objectives, including guest service, marketing, special events, and additional experiences. The coordinator manages group and homeschool bookings, including payments, tracking, confirmations, and tax-exemption forms, and supports phone inquiries, group email, and ticket-order adjustments. The role answers questions about the park, attractions, promotions, programs, restaurants, shops, operations, location, hours, packages, and pricing; gathers scheduling and visitation preferences; explains payment, ticketing, and refund options; and makes or changes reservations using the computer reservation system. It enters and updates customer and financial data, completes transactions, and prepares and mails informational brochures and confirmation letters. The coordinator resolves product or service concerns and follows up to ensure resolution, involving relevant departments when necessary. The role also supports timely, accurate incident and accident reporting and shares safety-improvement suggestions with the appropriate line manager.

Requirements

At least one to three years of experience in a customer service role.
Track record of responding to customers, working in a team environment, listening and providing information, and handling monetary transactions.
Excellent verbal and interpersonal communication skills.
Basic math skills for completing monetary transactions.
Basic computer skills for entering customer data and ability to type accurately at least 20 words per minute.
Knowledge of Microsoft Word, Excel, and Outlook.
Open availability to work any five out of seven days, including weekends, evenings, and holidays, according to business needs.

Nice To Haves

Experience with the Accesso ticketing system.

Responsibilities

Liaise with guests and business areas, working with Marketing, Social and PR to provide relevant and current guest information.
Support park operations objectives and goals, including guest service, marketing, special events, and additional experiences.
Log and categorize guest comments and provide polite, timely responses with trackable summaries and solutions.
Develop and deliver templated and individualized guest communications across platforms, including Optimus/AVIUS, Accesso, Pacific Opera, and social media.
Respond to applicable social media direct messages, promote engagement, answer inquiries, and identify escalations in a timely manner.
Review and respond to all TripAdvisor accounts for LEGOLAND Florida Resort.
Set measurable, trackable timelines to keep resort information accurate on Google, TripAdvisor, and other highly utilized guest communication platforms.
Manage group and homeschool bookings, including taking payment, tracking bookings, sending confirmations, and logging tax-exemption forms.
Reinforce guest service standards and support staff with the tools and knowledge to provide memorable experiences.
Assist with phone inquiries, group emails, and adjusted ticket orders.
Answer questions about park offerings, operations, location, hours, packages, and pricing; obtain scheduling and visitation preferences; and explain payment, ticketing, and refund options.
Make or change reservations using the computer reservation system; enter or update customer and financial data; and complete transactions.
Prepare and mail general information brochures and confirmation letters.
Resolve product or service concerns by clarifying complaints, determining causes, explaining solutions, expediting corrections or adjustments, and following up to ensure resolution.
Involve relevant departments when necessary and generate activity and productivity reports.
Ensure incident and accident reports are completed accurately and in a timely manner.
Share safety-improvement ideas, comments, and suggestions with the appropriate line manager.