Guest Experience Coordinator

Our client operates in the theme-park vacation-planning industry, serving millions of visitors each year who plan trips to major Orlando destinations. It creates memorable guest experiences through distinctive events, including signature private events with after-hours theme-park access, as well as authorized ticket and hotel booking services.

About the role

The Guest Experience Coordinator delivers exceptional service throughout the guest journey. This role anticipates guest needs, resolves concerns, and enhances satisfaction through personalized, empathetic communication across multiple channels. The position contributes to a consistent and high-quality guest experience by addressing service issues, supporting guests with event and travel needs, and identifying opportunities to improve internal processes and customer resources.

Responsibilities

• Respond to guest inquiries and resolve concerns related to events, theme-park tickets, and hotel bookings
• Communicate with guests through telephone, live chat, text, email, and social media platforms
• Proactively identify and address potential guest service issues
• Create and implement surprise-and-delight initiatives to enhance guest experiences
• Deliver personalized communications that make guests feel valued and appreciated
• Recommend improvements to internal processes and self-service resources
• Moderate and engage with social media communities while reinforcing the organization’s brand
• Collaborate with internal teams to resolve guest concerns and improve service delivery
• Support additional projects and responsibilities as needed

Requirements

• Minimum of 2 years of experience in guest service roles; experience with a nationally recognized brand preferred
• Strong commitment to hospitality and guest satisfaction
• Excellent written and verbal communication skills
• Empathy, sound judgment, and a calm, solutions-oriented approach to problem-solving
• Strong organizational skills and attention to detail
• Ability to manage competing priorities while anticipating guest needs
• Comfort working across multiple communication channels, including social media
• Strong knowledge of and passion for Central Florida theme parks
• High school diploma or GED required; degree or enrollment in a related field preferred
• Florida residency required
• Availability to work five days per week, including weekends and designated event dates

Pay

$20.50 to $24.00 per hour

Benefits

• Health, vision, dental, and life insurance
• Ten paid holidays
• Unlimited paid time off for full-time employees
• 401(k) plan with 6% company match
• Access to Orlando theme parks