Fright Nights Guest Services Host

Merlin; Chertsey; On-site; GBP 15,000 - 21,000; Full time

Benefits offered by this job

LEGO discount

Merlin Magic Pass

Merlin employee discounts

Pension

Life assurance

Employee assistance program

Perks at Work

Training & development

Job summary

Merlin Entertainments' Thorpe Park in Chertsey is seeking a Guest Services Host for Fright Nights. This seasonal, full-time role involves delivering outstanding customer service to guests and handling on-the-day feedback to create memorable experiences.

You’ll issue Ride Access Passes, resolve issues quickly, and act as an ambassador for the park. A good command of English, team spirit, and willingness to work flexible hours are essential.

Qualifications

• 18 years or over.
• Good level of English, written and spoken.
• Able to work efficiently individually and in a team.
• Confident with IT equipment and quick to learn new systems.

Responsibilities

• Deliver excellent customer service to guests and resolve issues during visits.
• Deal with on-the-day feedback and enquiries with proportionate recovery according to policies.
• Issue Ride Access Passes per accessibility policies.
• Work to response time targets and contribute to high Guest Satisfaction and KPI achievement.
• Promote knowledge of Thorpe Park and Merlin Entertainments to enhance service.
• Encourage guest feedback and support KPI sampling.

Job description

What you'll bring to the team

Guest Services Host - Fright Nights

Location: Thorpe Park, Chertsey, KT16 8PN

Hours: Full time, fully flexible.

Contract Type: Seasonal

Here at the UK's Most Thrilling Theme Park, we're gearing up to celebrate 25 Years of Fear, as Fright Nights returns! We are recruiting for Guest Services Hosts to join our team in delivering our award-winning theme park scare event!

You will be a part of a team working in a guest facing position - delivering excellent customer service at all times and ensuring that all on the day feedback is resolved efficiently and effectively to create memorable experiences for all of our guests. You'll take ownership of feedback to minimise escalations and be an ambassador for the park and the department, promoting Guest Obsession at all opportunities.

What you'll be doing...

In this role, you will be responsible for delivering excellent customer service to out guests, helping to resolve any issues they may experience during your visit.

• To deal with on the day feedback and enquiries confidently with excellent customer service, ensuring that all recovery offered is proportionate and in line with company policies and procedures - and that all feedback is logged on a daily basis.
• To issue Ride Access Passes in line with accessibility requirements and relevant policies.
• Working within the response time targets on all forms of Guest feedback, ensuring they are consistent and to the highest quality - whilst ensuring that Guest Satisfaction and KPI targets are achieved through service to our guests.
• Using your in-depth knowledge of Thorpe Park and Merlin Entertainments to help in delivering great customer service - understanding our products, services, policies and procedures.
• To encourage guests to leave genuine feedback and support in improving KPI sample size
• To undertake additional duties during key periods of the season, such as Fright Nights.
• Ensure working areas are kept clean and tidy throughout the day and any necessary cleaning is complete when required.

Qualifications & Experience

• Due to nature of the role and working hours, applicants must be 18 years old or over.
• We're looking for applicants who are able to communicate clearly and confidently with guests and colleagues - whether this is on the day or via email. This role therefore requires a good level of understanding of English, both written and spoken..
• To work efficiently and effectively both individually as well as in a team environment.
• Confidence in the use of IT equipment, with the ability to pick up new systems and processes quickly.
• Successful applicants will show a real passion for creating memorable experiences for all our guests and promoting Guest Obsession at all times!

Benefits

• Pay from £12.92 per hour.
• 40% discount off LEGO® sets and products on the online LEGO Store!
• Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
• 25% discount in Merlin retail shops and restaurants (a brilliant extra treat when you’re using your Magic Pass to visit!)
• Staff discount codes for Merlin Annual Passes to gift to loved ones!
• Pro rata holiday allowance based on 28 days full time equivalent
• Private pension scheme
• Life assurance scheme
• Employee assistance programme
• Access to Perks at Work which 30,000+ national & local employee discounts
• Ongoing training & development

About Merlin

A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

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.

If you have any questions or if you require any reasonable adjustments, because of a disability or medical condition, please contact us by email at [e-mail] and one of the team will get back to you as soon as possible.

Pay Range

From GBP £12.92/Hr.