Guest Experience Host

Merlin Entertainments; City of Edinburgh; On-site; GBP 15,000 - 21,000; Full time

Job summary

Merlin Entertainments in Edinburgh is seeking a friendly Admissions and Retail Host to welcome guests, guide them through the attraction, and help them find the perfect souvenir. You will deliver high standards of guest service, assist with ticketing, and contribute to a magical, safe, and fun experience for visitors.

In this role you will operate till systems, restock themed merchandise, and manage queues to ensure smooth entry and a positive mood for every guest.

Qualifications

• Experience in customer service, retail, or visitor attractions.
• Proactive communicator with a calm, positive attitude during peak tourist rushes.
• Reliable, adaptable and excited to be part of a vibrant, theatrical team.
• Ability to speak with a variety of guests and team members; adheres to Merlin Values.

Responsibilities

• Welcoming visitors and checking tickets; answering guest questions.
• Operating till systems and restocking merchandise.
• Managing queues and assisting guests with accessibility needs.

Skills

Customer service

Retail experience

Communication skills

Teamwork

Health & Safety awareness

Tools

POS systems

Job description

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 report to their line manager and must cooperate with any investigation as appropriate.

Pay Range

GBP £12.81/Hr.