Guest Experience Coordinator

Orlando Informer is reshaping what’s possible in theme-park hospitality. We create distinctive experiences and lifelong memories for visitors from around the world. We’re looking for an empathetic, resourceful guest-service professional to help us make every interaction exceptional.

Founded in 2011, Orlando Informer is a theme-park vacation-planning company that helps millions of people each year plan better visits to Orlando’s biggest destinations. Since 2015, our signature private events, the Orlando Informer Meetup, have given thousands of guests after-hours access and unique experiences at their favorite theme parks. Orlando Informer is also an authorized retailer of theme-park tickets and hotel stays.

About the role

We’re looking for a guest-service champion who anticipates needs, solves problems thoughtfully, and finds creative ways to surprise and delight our guests.

You’ll support guests throughout their experience with Orlando Informer, from answering questions and helping them plan to resolving concerns when something doesn’t go as expected. You’ll approach every interaction with empathy, sound judgment, attention to detail, and a genuine desire to help.

Exceptional written and verbal communication is essential. You should be comfortable adapting your approach across multiple channels while keeping every interaction personal, clear, and consistent with the Orlando Informer brand.

Orlando Informer is a small, nimble, remote-first company, so you’ll have opportunities to contribute across the business and help shape how we serve our guests.

What you’ll do

• Answer questions, provide guidance, and resolve guest concerns related to the Orlando Informer Meetup, theme-park admission products, and hotel bookings.
• Communicate with guests across telephone, live chat, text, email, Instagram, Facebook, and X.
• Anticipate potential guest service issues and address them before they become problems.
• Develop and execute thoughtful surprise-and-delight opportunities.
• Provide personalized communication and experiences that show guests they are known and valued.
• Identify opportunities to improve internal processes and guest-facing self-service resources.
• Moderate and engage with our social-media communities, reinforcing our brand and providing meaningful value to readers.
• Collaborate across the company and take on other responsibilities as needed.

Requirements

• At least two years of direct guest-service experience. Experience with a nationally recognized customer-service brand is preferred.