About the role...
Manage 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, Yext 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, Entertainment and etc. Works to identify trends and communicate information so that actionable insights can be derived.

What you’ll be doing...

• 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
• Social Media sites (Facebook, Instagram, Twitter and etc.)
• 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 of the above generated activity and productivity reports.
• Reply to Facebook direct messages promoting engagement, answering inquiries, and identifying escalations in a timely manner.
• Review and respond to all TripAdvisor accounts for LEGOLAND Florida Resort.
• Serve as point of contact and liaison for all guest communication in the Theme Park, Water Park, Accommodations, Customer Service Center, and Finance teams. Responsible for responding to and tracking guest feedback, will also provide proper follow up per inquiry.
• 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.
• Assist with answer phone inquiries, group emailing as well as adjusted ticket orders.
• Manage Group and Home School bookings including taking payment, tracking, sending confirmations and logging tax exemption forms.

Health and Safety

Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake, and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

Who we’re looking for...
Accesso ticketing system experience preferred. Requires at least one to three years of experience in customer service role.  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.  Must be enthusiastic, willing to work in a fast-paced environment, and handle a high volume of inquiries.  Must have attention to detail and a sense of urgency.  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.

High school graduation (or GED) is required.

Must have 5 days of full availability including both weekend days, evenings and holidays.