Roles & Responsibilities

Join Team Merlin at LEGOLAND Discovery Center Chicago as our Booking Coordinator!

About The Role:

We are seeking a dynamic Booking Coordinator to join our team at LEGOLAND Discovery Center Chicago. As the Booking Coordinator, you'll be the key point of contact providing information to potential Guests, Birthday Party Planners, and school/group leaders. Your role involves making group reservations via online platforms, email, and telephone, ensuring a seamless experience for guests from start to finish. In addition, you will contribute to marketing operations, assist with hospitality, and address guest inquiries promptly. The compensation for this role is $16.00.

Responsibilities:

• Process group bookings and ticketing efficiently.
• Answer incoming calls, make advanced bookings, and coordinate group arrivals with the Operations Team.
• Attract potential customers by providing comprehensive information about the attraction, promotions, programs, operations, location, hours, packages, and pricing.
• Respond to product or service concerns, providing solutions when necessary.
• Participate in the Marketing team, sharing insights about visitor needs and contributing to continuous improvement.
• Respond to guest reviews and inquiry emails.

Other Key Responsibilities:

• Explain reservation policies, payment, ticketing, and refund options.
• Make or change reservations using computer reservation systems.
• Enter data to establish or update accounts, complete transactions, and handle financial data.
• Perform general administrative functions.
• Participate in trade shows with the marketing team when planned and scheduled.
• Up-sell pre-bookings with cluster tickets and premium secondary revenue products.
• Prepare and send general information brochures and confirmation letters.
• Clarify complaints, determine causes, and provide optimal solutions while ensuring resolution.
• Complete records, logs, and reports.
• Respond to guest feedback complaints from online inquiries, verbal complaints, and KPI complaints.
• Responsible for the data entry of all group sales information.
• Support and drive engagement initiatives.
• Adopt an enthusiastic, assertive, and passionate approach to customer service.

Qualifications & Experience

About You:

• Experience in an in-bound call center is helpful.
• Demonstrated success in serving customers, working in a team environment, providing information, and handling monetary transactions.
• Excellent verbal and interpersonal communication skills, especially in telephone communication.
• Enthusiastic, able to thrive in a fast-paced environment, and handle a high volume of calls.
• Strong attention to detail and a sense of urgency.
• Basic math skills to complete monetary transactions.
• Basic computer skills, including knowledge of MS Word, Excel, and Outlook.
• Experience with computerized reservation systems is helpful.

Benefits

About The Benefits:

In return, you will enjoy a competitive salary and benefits package, including affordable and robust medical, vision, and dental plans, company-paid life insurance, and a 401(k) matching plan. You'll also receive free entry to all our Merlin attractions worldwide for yourself, family, and friends. Join us and expect continued growth within an exciting, global organization.

Everyone Matters at Merlin:

At Merlin, we value diversity and inclusion. We strive to create a workplace where everyone feels valued, irrespective of age, race, gender, disability, or sexual orientation. As we continue to learn and grow, we aim to be the most inclusive and flexible employer in our industry. Join us in creating a workplace where everyone matters!

Pay Range