Guest Communications Coordinator

About the role

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!

Responsibilities

• 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

Requirements

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

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

Schedule

• 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

Benefits

• 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!

Pay

USD $16.00/Hr.