ROLE Summary

The 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.

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.

VALUES

A Merlin job is like no other. Our values—Own Your Craft, Go Together, Enjoy the Ride, Drive & Discover, and We Care—guide the behaviors that set us apart. By living these values, we bring joy, create connections, and make lasting memories for our guests, while fostering a positive and supportive environment where everyone can thrive.

Own Your Craft:

• Continuously sharpen your expertise, seek personal growth, and help others to develop in their roles.
• Actively listen to feedback and integrate it into improving performance.
• Stay curious and draw inspiration from both industry and the broader world to keep at the cutting edge of entertainment.

Go Together:

• Foster strong, trusting relationships by collaborating with colleagues across teams, locations, and cultures.
• Work together to solve problems, leveraging diverse perspectives to find the best solutions.
• Commit to decisions once made, and act swiftly to drive progress and deliver results.

Enjoy the Ride:

• Bring a sense of fun, positivity, and energy to the workplace, creating a joyful environment.
• Support and encourage others during challenges, viewing setbacks as opportunities to learn and grow.
• Cultivate a welcoming atmosphere where people feel valued, included, and like they belong.

Drive & Discover:

• Take ownership of your work, delivering excellence by seeing tasks through to completion.
• Prioritize tasks that have the greatest impact, focusing on quality over quantity.
• Proactively explore new opportunities to improve guest experiences, taking calculated risks to drive innovation.

We Care:

• Go above and beyond for both guests and colleagues, showing thoughtfulness in every interaction.
• Uphold uncompromising standards of safety, security, and welfare, prioritizing the well-being of everyone.
• Actively contribute to making a positive impact on the environment and local communities, demonstrating social responsibility in all decisions.