Merlin Entertainments

Manages branded visitor attractions and parks

Guest Communications Coordinator

Customer SupportUpdated on Nov 10

Full-timeWinter Haven, FL, USA$16 /hrIn-person

About the Job

Requirements

Requires at least one to three years of experience in a customer service role.
Requires a track record of success responding to customers, working in a team environment, listening and providing information, and handling monetary transactions.
Requires excellent verbal and interpersonal communication skills.
Requires basic math skills to complete monetary transactions.
Requires basic computer skills to enter customer data and the ability to type accurately at least 20 words per minute.
Requires knowledge of Microsoft Word, Excel, and Outlook.
Requires open availability to work any five out of seven days, including weekends, evenings, and holidays, according to business needs.

Responsibilities

Manage the day-to-day operations of guest communication and ensure excellent levels of service and timely information across multiple platforms, including AVIUS, Accesso, text, and social media platforms.
Respond to and categorize guest communications, provide positive solutions, and record detailed, trackable summaries, including guest recovery.
Act as a liaison between guests and business departments, including Admissions, Retail, Food and Beverage, and Entertainment.
Identify trends and communicate information so actionable insights can be derived.
Work directly with the Marketing Team, Social, and Public Relations to provide guests with relevant, up-to-date information and share insights into the guest experience, communications, and key performance indicators.
Support park operations objectives and goals, including guest experience, marketing, special events, and additional experiences.
Log and categorize guest comments and provide polite, timely responses.
Assist with developing and delivering guest communications, including templated and individualized responses across platforms such as Optimus, AVIUS, Accesso, Pacific, Opera, and social media sites.
Reply to applicable social media direct messages to 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 ensure resort information is accurate on Google, TripAdvisor, and other widely used guest communication platforms.
Manage group and homeschool bookings, including taking payments, 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 answering phone inquiries, group emails, and adjusted ticket orders.
Answer questions about the park, its attractions, promotions, programs, restaurants, shops, operations, location, hours, packages, and pricing.
Obtain scheduling and visitation preferences; explain payment, ticketing, and refund options; and make or change reservations using the computer reservation system.
Enter data to establish or update accounts, enter financial data, complete transactions, and prepare and mail general information brochures and confirmation letters.
Respond to product or service concerns by clarifying complaints, determining causes, selecting and explaining solutions, expediting corrections or adjustments, and following up to ensure resolution.
Involve relevant departments when needed and report generated activity and productivity.
Ensure incidents or accidents are reported accurately and promptly.
Share ideas, comments, and suggestions for improving workplace safety with the appropriate line manager.

Desired Qualifications

Accesso ticketing system experience is preferred.

What you'll bring to the team

ROLE Summary

The LEGOLAND Florida Guest Communications Coordinator manages the day-to-day operations of guest communication. Ensure excellent levels of service and information are provided in a timely manner across multiple platforms including AVIUS, Accesso, Text and various social media platforms. Respond to and categorize guest communication ensuring a positive solution with a trackable detailed summary, including but not limited to guest recovery. A guest communications team member acts as a liaison between our guests and our business including Admissions, Retail, F&B, Entertainment etc. The Guest Communications Coordinator works to identify trends and communicate information so that actionable insights can be derived.

Qualifications & Experience

Key responsibilities

Liaise Between Guests and Business:

Work directly with the Marketing Team, Social and PR, to provide the most relevant and up to date information for our guests. Providing enhanced insight to the guest experience allows bettering communication and KPI’s alike. Proficient use of Excel, Work and OneNote.
Support Park operations objectives and goals as needed including but not limited to guest obsession, marketing, special events and additional experiences.
Log and categorize guest comments while also providing a polite and timely response.
Assist with the development and delivery of guest communication including templated and individualized responses across a variety of platforms:

Optimus / AVIUS
Accesso
Pacific
Opera
Social Media sites (Facebook, Instagram, Twitter and etc.)

Reply to applicable social media direct messages promoting engagement, answering inquiries, and identifying escalations in a timely manner.
Review and respond to all TripAdvisor accounts for LEGOLAND Florida Resort.
Set measurable and trackable timelines to ensure resort information is accurate via Google, TripAdvisor and all other highly utilized platforms for guest communication.
Manage Group and Home School bookings including taking payment, tracking, sending confirmations and logging tax exemption forms.

Support Guest Inquiries:

Embodying and consistently reinforcing guest service standards; setting the standard while supporting staff with the tools and knowledge to be effective in providing memorable experiences.
Assist with answer phone inquiries, group emailing as well as adjusted ticket orders.
Attracts potential customers by answering questions about the park, its attractions, promotions, programs, restaurants, shops, operations, location, hours, packages, and pricing.
Obtains information on scheduling and visitation preferences. Explains payment, ticketing and refund options. Makes or changes reservations utilizing the computer reservation system. Enters data to establish or update accounts, enters financial data, and completes transactions. Prepares and mails general information brochures and confirmation letters.
Responds to product or service concerns by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining options or best solution to solve the problem, expediting correction or adjustment; and following up to ensure resolution. If necessary, involve relevant department in all the above generated activity and productivity reports.

Health & Safety:

In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
Actively share ideas, comments, and suggestions for improving safety within the work areas with the appropriate line manager.

Experience and qualifications

Requires at least one to three years of experience in customer service role.
Accesso ticketing system experience preferred.
Requires a track record of success in responding to customers, working in a team environment, listening and providing information, and handling monetary transactions.
Requires excellent verbal and interpersonal communication skills.
Requires basic math skills to complete monetary transactions.
Requires basic computer skills to enter customer data with the ability to type accurately at least 20 wpm.
Knowledge of MS Word, Excel and Outlook required.
Open availability is required. Candidates must be able to work any 5 out of 7 days a week, including weekends, evenings, and holidays, according to business needs.

Benefits

🎉 Benefits of Joining Merlin Entertainments! 🎉

🏥 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!Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! 🌟✨

Pay Range

USD $16.00/Hr.

About the Company

Merlin Entertainments

Manages branded visitor attractions and parks

Merlin Entertainments operates a global portfolio of branded visitor attractions, including theme parks and experiences. It owns and runs properties such as LEGOLAND Parks, Sea Life centers, The Dungeons, Madame Tussauds, and the London Eye, combining rides, shows, and interactive experiences to attract paying visitors. The company grows by acquiring and integrating well-known brands and venues, then operating them as unified, brand-driven experiences across multiple countries. Its competitive edge comes from scale, a diverse mix of world-famous brands, and a track record of expanding via strategic acquisitions to create a broad, international attraction network. The goal is long-term growth and value creation by expanding its branded attractions footprint and improving operating performance, while staying private to focus on sustained development rather than quarterly market pressures.

Company size: 1,001-5,000
Company stage: IPO
Headquarters: Poole, United Kingdom
Founded: 1999

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