Guest Communications Coordinator

Merlin Entertainments•Winter Haven, FL

20h•$16

About The Position

At LEGOLAND® Florida Resort, everything we do is built around creating unforgettable experiences for our guests — especially our youngest VIPs. We’re looking for a Guest Communications Coordinator who leads with positivity, problem-solving, and a guest-first mindset to help connect our guests with the magic behind the scenes. If you love communication, collaboration, and turning questions into smiles, this could be the role for you. Role Summary The Guest Communications Coordinator manages the day-to-day guest communication experience across multiple platforms, ensuring timely, accurate, and engaging responses. This role acts as a key liaison between our guests and internal teams including Admissions, Retail, Food & Beverage, Entertainment, Marketing, and Park Operations. You’ll respond to and categorize guest communications, support guest recovery, identify trends, and provide actionable insights that help continuously improve the guest experience across LEGOLAND® Florida Resort.

Requirements

1–3 years of experience in a customer service or guest-facing role
Proven ability to handle guest concerns, process transactions, and work collaboratively in a team environment
Strong verbal, written, and interpersonal communication skills
Basic math skills for handling monetary transactions
Comfortable using computer systems; ability to type at least 20 WPM
Proficiency in Microsoft Word, Excel, Outlook, and OneNote

Nice To Haves

Experience with Accesso ticketing systems preferred

Responsibilities

Serve as a communication bridge between guests and internal departments, partnering closely with Marketing, Social, and PR teams
Provide up-to-date, accurate resort information to enhance guest satisfaction and support operational KPIs
Identify communication trends and share insights to drive improvements
Log, categorize, and respond to guest feedback in a timely, professional, and friendly manner
Develop and deliver templated and personalized responses across multiple platforms, including: Optimus / AVIUS Accesso Pacific Opera Social media platforms (Facebook, Instagram, Twitter/X, etc.)
Monitor and respond to direct messages on social media, escalating concerns as needed
Manage and respond to all TripAdvisor reviews for LEGOLAND® Florida Resort
Ensure accuracy of resort information across Google, TripAdvisor, and other high-traffic guest platforms
Manage Group and Home School bookings, including payment processing, confirmations, and tax-exempt documentation
Assist with phone inquiries, group emails, adjusted ticket orders, and reservation changes
Support guest recovery efforts by resolving concerns and following up to ensure satisfaction
Involve relevant departments when needed and support reporting on guest activity and resolutions