Guest Communications Coordinator

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!

• 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 Trip Advisor
• 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

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 multitasker — you can balance multiple conversations and priorities in a fast-paced environment
• Positive & dependable — you bring a great attitude and help create an inclusive team environment

• 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

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
• Typical shifts:
  Between 9:00 AM and 8:00 PM
• Flexibility:
  Schedules may vary based on business and operational needs

We believe great guest experiences start with a great team.

• We Care
• 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!

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!

USD $16.00/Hr.