GUEST COMMUNICATIONS COORDINATOR
Winter Haven, FL
Salary Not AvailableFull time
Posted 5 weeks ago
Job Description
What you'll bring to the team
Merlin - It's where we play
Merlin Entertainments
Merlin Entertainments
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✨ WE’RE HIRING: GUEST COMMUNICATIONS COORDINATOR! ✨
Do you love helping people, solving problems, making someone’s day a little brighter, and staying cool when things get busy?
Are you the kind of person who can switch from answering an email ➡️ to responding to a social media message ➡️ to helping resolve a guest concern — all while keeping a smile in your voice? ️
Then we may be looking for YOU!
Join our Guest Communications Team!
As a Guest Communications Coordinator, you’ll be an important connection between our guests and the many teams that make the guest experience magical — including Admissions, Retail, Food & Beverage, Entertainment, Marketing, Operations, and more! ️
Qualifications & Experience
WHAT YOU’LL DO
✨ Respond to guest questions and concerns across email, phone, messaging, social media, and review platforms
✨ Help guests with tickets, reservations, refunds, promotions, park information, restaurants, shops, hours, and more
✨ Respond to social media messages and help create positive guest engagement
✨ Monitor and respond to guest reviews, including TripAdvisor
✨ Handle group and homeschool bookings, payments, confirmations, and documentation
✨ Track and categorize guest feedback to identify trends and opportunities
✨ Work closely with other departments to resolve guest concerns and find solutions
✨ Provide professional, personalized responses while maintaining our guest service standards
✨ Support special events, marketing initiatives, and other park operations as needed
✨ Accurately document guest interactions and follow through to ensure concerns are resolved
✨ Help make sure information across guest-facing platforms stays accurate and up to date
✨ Help guests with tickets, reservations, refunds, promotions, park information, restaurants, shops, hours, and more
✨ Respond to social media messages and help create positive guest engagement
✨ Monitor and respond to guest reviews, including TripAdvisor
✨ Handle group and homeschool bookings, payments, confirmations, and documentation
✨ Track and categorize guest feedback to identify trends and opportunities
✨ Work closely with other departments to resolve guest concerns and find solutions
✨ Provide professional, personalized responses while maintaining our guest service standards
✨ Support special events, marketing initiatives, and other park operations as needed
✨ Accurately document guest interactions and follow through to ensure concerns are resolved
✨ Help make sure information across guest-facing platforms stays accurate and up to date
WHAT WE’RE LOOKING FOR
We’re looking for someone who is:
Guest obsessed — you genuinely enjoy helping people
A problem solver — you look for solutions rather than waiting for someone else
Tech savvy — comfortable learning and using multiple computer systems
✍️ A strong communicator — excellent grammar, writing, typing, and verbal communication are essential
Social-media savvy — you understand how people communicate online and know how to engage professionally
A team player — you support your teammates and celebrate each other’s success
Proactive & resourceful — you take ownership and can work independently
Detail-oriented — accuracy matters when handling reservations, payments, refunds, and guest information
Calm under pressure — you can professionally de-escalate challenging situations
A problem solver — you look for solutions rather than waiting for someone else
Tech savvy — comfortable learning and using multiple computer systems
✍️ A strong communicator — excellent grammar, writing, typing, and verbal communication are essential
Social-media savvy — you understand how people communicate online and know how to engage professionally
A team player — you support your teammates and celebrate each other’s success
Proactive & resourceful — you take ownership and can work independently
Detail-oriented — accuracy matters when handling reservations, payments, refunds, and guest information
Calm under pressure — you can professionally de-escalate challenging situations
- A multitasker — you can balance multiple conversations and priorities in a fast-paced environment
QUALIFICATIONS
✔️ 1–3 years of customer service experience preferred
✔️ Accesso ticketing system experience is a plus
✔️ Experience handling monetary transactions
✔️ Strong verbal and written communication skills
✔️ Basic math skills
✔️ Strong computer skills and accurate typing
✔️ Proficiency with Microsoft Word, Excel, and Outlook
✔️ Ability to quickly learn new systems and processes
✔️ Professional phone etiquette
✔️ Ability to work both independently and collaboratively
✔️ Accesso ticketing system experience is a plus
✔️ Experience handling monetary transactions
✔️ Strong verbal and written communication skills
✔️ Basic math skills
✔️ Strong computer skills and accurate typing
✔️ Proficiency with Microsoft Word, Excel, and Outlook
✔️ Ability to quickly learn new systems and processes
✔️ Professional phone etiquette
✔️ Ability to work both independently and collaboratively
THE DETAILS
This is currently a 7-month seasonal position, with the potential for opportunities to move into a Part-Time or Full-Time role for team members who demonstrate strong performance, a positive attitude, and commitment to the team.
️ Availability: 5 out of 7 days per week
Weekends & holidays: Required
Weekends & holidays: Required
- Typical shifts: Between 9:00 AM and 8:00 PM
OUR TEAM
We believe great guest experiences start with a great team.
Our culture is built around Merlin’s values:
We Care
️ Own Your Craft
Go Together
Enjoy the Ride
Drive & Discover
️ Own Your Craft
Go Together
Enjoy the Ride
Drive & Discover
We work hard, support one another, take ownership, and — most importantly — have fun along the way!
Every day is different. One moment you may be helping a family plan their visit, the next you could be solving a ticketing issue, responding to a social media message, or working with another department to turn a frustrated guest into a happy one. ➡️
If you thrive in a fast-paced environment, love helping people, communicate exceptionally well, and want to be part of a supportive team where your work directly impacts the guest experience, we’d love to hear from you!
Ready to join the adventure?
Apply today and become part of the team behind the conversations that help create unforgettable guest experiences! ✨
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! ✨
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.
At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters!
Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.
Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.
Merlin Entertainments
Follow us on Instagram: @MerlinentertainmentsThe greatest place in the world to work and play 💜Merlin Entertainments is the global leader in branded entertainment destinations. We create and deliver memorable, immersive brand experiences for over 60 million guests every year.Merlin Entertainments has over 140 attractions worldwide, ranging from indoor attractions such as SEA LIFE and Madame Tussauds to iconic theme parks like LEGOLAND and Alton Towers Resort. Working for Merlin Entertainments is unlike a job anywhere else. You could be counting penguins, protecting the sea, crafting the perfect celebrity eyebrows or making a child’s day magical. Not all of us have jobs in attractions, but we are all involved in fascinating work. Sound like fun? Join us, and be part of creating amazing memories for millions of people around the world.
