Fright Nights VIP Lead

Merlin; Chertsey; On-site; GBP 15,000 - 22,000; Part time

Benefits offered by this job

Pay £13.50 per hour

Merlin Magic Pass: 20 free tickets

40% LEGO discounts

25% Merlin retail discounts

Pension scheme

Life assurance

Employee assistance programme

Perks at Work discounts

Training & development

Job summary

Merlin at Thorpe Park in Chertsey seeks a VIP Experiences Lead for Fright Nights to manage VIP experiences, deliver outstanding guest journeys, and lead the team during a busy season.

You’ll report to the VIP Manager, combine front-line and back-of-house duties, and drive high standards while engaging guests and teams. A hands-on leader with park knowledge will thrive here.

Qualifications

• 18+ years old
• Previous people management experience preferred but not required
• Good general IT skills; training provided on specialist software
• Strong numeracy and literacy
• High level of personal presentation and ability to maintain standards in a fast-paced environment
• Demonstrated problem solving and decision-making abilities
• Able to work independently or as part of a team
• Approachable and able to build relationships with guests and colleagues
• Deep park knowledge to deliver best experiences

Responsibilities

• Be a sales representative for VIP Experiences, communicating with guests via email and phone to support sales and enquiries in a target-driven environment
• Act as VIP Duty Manager, coaching the team and keeping them motivated with engagement activities
• Assist Management to ensure staffing levels meet operational needs and budgets
• Ensure a seamless guest journey from arrival to exit, delivering the best experiences
• Help capture positive customer feedback through internal and external channels
• Support other departments such as corporate events, retail and rides when needed
• Contribute new ideas to continually drive the department

Skills

People management

IT literacy

Numeracy

Customer service

Job description

What you'll bring to the team

VIP Experiences Lead - 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 a VIP Experience Lead to join our team in delivering our award-winning theme park scare event!

Our VIP Experiences team play a pivotal role in delivering an amazing experience for our VIP guests - from 'behind the scenes' experiences, to unique VIP theme park packages - you'll be part of the team helping our guests take on Thorpe Park like never before! The position will will involve both back-of house and front-line responsibilities, providing excellent customer service and memorable experiences, along with leading by example to keep the team motivated during this exciting and busy time!

What you'll be doing...

In this role, you’ll report to the VIP Manager and be part of a team that plays a key role in delivering unforgettable experiences for our VIP guests at Thorpe Park.

• Be a sales representative for all VIP Experiences at Thorpe Park, communicating with guests via email and phone to support sales and answer enquiries in a target driven environment - alongside managing all correspondence both pre and post visit. You'll need a strong understanding of the products offered, alongside relevant polices and procedures.
• You’ll often step into the role of VIP Duty Manager, acting as a role model for the team and keeping them motivated with regular engagement activities. The VIP Lead will also support with conducting regular reviews and coaching with the team - and work to ensure that they are consistently meeting our high standards in all areas, whilst encouraging a positive culture.
• You'll work with the Management Team to ensure staffing levels meet operational needs and budgets - whilst communicating any issues that need immediate attention.
• Ensure a seamless, smooth guest journey from their arrival until their exit, using your in-depth knowledge of the theme park to deliver the best possible experiences to our guests - whilst being approachable, confident and ready to assist our guests with sharing your knowledge to help plan their day.
• To assist with the department’s mission to achieve positive customer feedback through internal and external captures.
• To support the wider theme park through assisting other departments when required, such as corporate events, retail and our rides teams.
• Support product development and contribute new ideas to continually drive the department.

Qualifications & Experience

• Due to nature of the role and working hours, applicants must be 18 years old or over.
• Previous people management experience preferred but not necessarily required.
• A good understand of general IT use (training will be provided on specialist software) - and a reasonable level of numeracy and literacy are required.
• High level of personal presentation, and the ability to uphold required standards in fast-paced, dynamic environment.
• Demonstratable problem solving and decision-making techniques, alongside experience working within a fast-paced environment.
• Abilities to work both individually and as part of a team, with the skills to take on a wide range of tasks with a high level of ownership.
• We're looking for applicants who are approachable and able to build relationships with our guests and their colleagues.
• Have an in-depth park knowledge to deliver the best possible experiences to our guests.

Benefits

• Pay of £13.50 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

GBP £13.50/Hr.