Guest Experience Host

The Dungeons; City of Edinburgh; On-site; GBP 17,000 - 22,000; Full time

Job summary

Merlin Entertainments' The Dungeons in Edinburgh is hiring an Admissions and Retail Host to greet visitors and guide them from the moment they arrive through ticketing and into the experience.

You will deliver high standards of guest service, assist with queue management, operate till systems, restock themed merchandise, and help guests find souvenirs, while maintaining a fun, safe, and immersive environment for all ages.

Qualifications

• Experience in customer service, retail, or visitor attractions.
• Calm, positive attitude during peak times.
• Reliable, adaptable, and enthusiastic team player.

Responsibilities

• Welcome visitors and assist with tickets and admissions.
• Operate till systems and manage retail displays.
• Support guest care and queue management to ensure smooth flow.

Skills

Customer service

Retail experience

Communication

Team player

Guest experience

Tools

Till systems

Job description

What you'll bring to the team

Every great journey into Edinburgh's murky past begins at our front doors. We are looking for welcoming, confident, and enthusiastic people to be the very first and last impression our guests have of their visit.

As an Admissions and Retail Host, you are the friendly face who sets the mood for the entire experience welcoming curious tourists, calming nervous kids before they step inside, and helping them find the perfect souvenir on their way out.

Do you have the Magic in you to create memorable experiences all for the love of fun? Do you wish to cast a spell of laughter and enjoyment to the people around you? Want to join a team that creates smiles and memories globally daily? Then you have the magic to be Team Merlin at Merlin Entertainments! We are currently on the lookout to find fun-loving, enthusiastic individuals to join our Guest Experience Team!

As a Guest Experience Host, you will help to create lifelong memorable experiences in our attraction for our guests. You will deliver the highest possible standards of guest service, presentation, and product knowledge and will ensure that our guests are receiving optimal fun by connecting with them in a magical, fun, and safe environment, all while looking to maximize retail sales.

Job Scope -

First impressions & ticketing: Welcoming visitors, checking tickets, handling walk-up admissions, and answering guest questions with warmth and knowledge.

Retail and Sales: Operating till systems, restocking themed merchandise, and keeping the retail and admissions areas looking sharp, organised, and inviting.

Guest care & queue management: Keeping queues moving smoothly by treating every guest as an individual, helping guests with accessibility needs, and reading the room to ease any pre-show jitters.

Qualifications & Experience

Who You Are

• A natural people person with previous experience in customer service, retail, or visitor attractions.
• A proactive communicator with a calm, positive attitude during peak tourist rushes.
• Reliable, adaptable, and genuinely excited to be part of a vibrant, theatrical team.
• Adopts an enthusiastic, assertive, and passionate approach to Guest Service, and demonstrates the Merlin Values at every opportunity.
• Should be comfortable and enjoy speaking to a variety of guests, visitors, and team members.
• Responsibility to ensure compliance of Health, Safety & Security within the workplace,
• Position may require standing, bending, kneeling, and reaching repetitively or for extended periods of time.

Benefits

HEALTH & SAFETY

Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake, and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

Pay Range

GBP £12.81/Hr.