WHAT YOU’LL DO
✨ 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
WHAT WE’RE LOOKING FOR
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
THE DETAILS
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.
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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
OUR TEAM
We believe great guest experiences start with a great team.
Our culture is built around Merlin’s values:
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!
Ready to join the adventure?
Apply today and become part of the team behind the conversations that help create unforgettable guest experiences! ✨
