LEGOLAND Florida Resort is a 150-acre interactive theme park dedicated to families with children between the ages of 2 and 12. With more than 50 rides, shows, and attractions, and uniquely themed LEGOLAND Water Park, LEGOLAND Hotel, and LEGOLAND Beach Resort inspired by the LEGO and DUPLO brands, LEGOLAND is geared towards family fun!
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, F&B, 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
Social Media sites (Facebook, Instagram, Twitter and ect.)
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.
Set measurable and trackable timelines to ensure resort information is accurate via Google, TripAdvisor and all other highly utilized platforms for guest communication.
Monitors weather alerts and codes via LEGO Base and correspondingly sends out push notifications via mobile app.
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.
Provide day to day management of the reservations phone line. This includes records, logs and system reports.
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.
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 one weekend day, evenings and holidays.
What you'll get...
In addition to a fun and friendly environment, you will also find: competitive salary free entry to LEGOLAND Florida Resort (which also extends to family and friends) 30% discount on LEGOLAND Florida Resort food, beverage and retail products, tuition assistance, free unlimited usage of the local transit system
Furthermore you will enjoy continuous support and opportunities to branch out and develop your career within LEGOLAND and Merlin Entertainments!
** Please consider whether you'll be able to travel to and from the Resort. Some shifts may fall into unsociable hours.**
About Merlin Entertainments
LEGOLAND Florida Resort is part of Merlin Entertainments. A business built on fun, Merlin is a global leader in location based, family entertainment. As Europe's Number 1 and the world's second-largest visitor attraction operator, Merlin now operates over 100 attractions, 15 hotels, and 6 holiday villages in 24 countries and across 4 continents. Our aim is to deliver unique, memorable, and rewarding experiences to millions of visitors across our growing estate of the best known names in global leisure.
Everyone Matters at Merlin.
At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters! Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.