Guest Communications Coordinator jobs in United States
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Merlin Entertainments · 5 hours ago

Guest Communications Coordinator

positionWinter Haven, FL
timeFull-time
remoteOnsite
seniorityEntry Level
money$16/hr - $16/hr
date1+ years exp

Merlin Entertainments is seeking a Guest Communications Coordinator to enhance the guest experience at LEGOLAND® Florida Resort. This role involves managing guest communications across various platforms, ensuring timely and engaging responses, and acting as a liaison between guests and internal teams.

Digital EntertainmentLeisureMedia and EntertainmentTourism

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

Qualification

Accesso ticketing systemsCustomer service experienceMicrosoft Office proficiencyVerbal communicationWritten communicationBasic math skillsTyping skillsInterpersonal communication

Required

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

Preferred

Experience with Accesso ticketing systems

Company

Merlin Entertainments

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Merlin Entertainments is the largest European entertainments company operating in Europe. It is a sub-organization of Blackstone Group.
dateFounded in 1999
location
Poole, Dorset, GBR
people-size10001+ employees
web-link
https://www.merlinentertainments.biz

Funding

Current Stage
Public Company
Total Funding
unknown
Key Investors
CVC Capital Partners
2019-06-28Acquired
2013-11-13IPO
2010-06-24Private Equity

Leadership Team

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Fiona Eastwood
Chief Executive Officer
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Graeme Johnson
Global VP, People & Culture
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Recent News

GlobeNewswire
Delivering magic behind the scenes, OCS and Merlin Entertainments agree five-year Integrated FM partnership across top UK attractions.
2025-12-18
EIN Presswire
Amusement Parks Market 2025 Trends: Expected to Grow at a CAGR of 6.8% from 2024 to 2034, Claims AMR
2025-12-04
The Orlando Sentinel
Universal, Orlando leave mark on 2025 theme-park influencer list
2025-11-27
Company data provided by crunchbase