Guest Communications Coordinator

LEGOLAND Parks•Winter Haven, FL

11d

About The Position

The Guest Communications Coordinator manages the day-to-day operations of guest communication, providing timely service and information across platforms including AVIUS, Accesso, text, and social media. The coordinator responds to and categorizes guest communications, provides positive resolutions and trackable summaries, and serves as a liaison between guests and business departments such as Admissions, Retail, Food and Beverage, and Entertainment. The role identifies communication trends and shares information to support actionable insights. The coordinator works with Marketing, Social, and PR to provide current information to guests, supports park operations objectives, logs and responds to guest comments, and assists in developing guest communications across multiple platforms. The role also manages group and home-school bookings, assists with phone and email inquiries, and handles ticket orders, reservations, account updates, payments, and customer concerns through resolution. In cases of incidents or accidents, the coordinator ensures reporting is completed promptly and accurately and shares suggestions to improve workplace safety.

Requirements

At least 1–3 years of experience in a customer service role.
A track record of success 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 to complete monetary transactions.
Basic computer skills for entering customer data and the ability to type accurately at least 20 words per minute.
Knowledge of Microsoft Word, Excel, and Outlook.
Open availability to work any 5 out of 7 days, including weekends, evenings, and holidays, according to business needs.

Nice To Haves

Experience with the Accesso ticketing system is preferred.

Responsibilities

Liaise with Marketing, Social, and PR to provide relevant and up-to-date guest information and insights into the guest experience.
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.
Assist with developing and delivering templated and individualized guest communications across platforms including Optimus/AVIUS, Accesso, Pacific, Opera, and social media.
Reply to applicable social media direct messages, encourage engagement, answer inquiries, and identify escalations promptly.
Review and respond to all TripAdvisor accounts for LEGOLAND Florida Resort.
Set measurable timelines and ensure resort information is accurate on Google, TripAdvisor, and other frequently used guest communication platforms.
Manage group and home-school bookings, including taking payment, tracking bookings, sending confirmations, and logging tax exemption forms.
Reinforce guest service standards and support staff with tools and knowledge to provide memorable experiences.
Assist with phone inquiries, group emails, and adjusted ticket orders.
Answer customer questions about park attractions, promotions, programs, restaurants, shops, operations, location, hours, packages, and pricing.
Obtain scheduling and visitation preferences; explain payment, ticketing, and refund options; make or change reservations; update accounts 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 as needed.
Ensure timely and accurate reporting in cases of incidents or accidents.
Share ideas, comments, and suggestions for improving safety with the appropriate line manager.