Merlin Entertainments · 23 hours ago
Guest Communications Coordinator
Winter Haven, FL
Full-time
Onsite
Entry Level
$16/hr - $16/hr
1+ years expMerlin 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
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
Merlin Entertainments is the largest European entertainments company operating in Europe. It is a sub-organization of Blackstone Group.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknownKey Investors
CVC Capital Partners
2019-06-28Acquired
2013-11-13IPO
2010-06-24Private Equity
Leadership Team
Fiona Eastwood
Chief Executive Officer
Graeme Johnson
Global VP, People & Culture
Recent News
The Orlando Sentinel
2025-11-27
Company data provided by crunchbase