Hotel Front Office Host

Merlin; Greater London; On-site; GBP 9,600 - 12,000; Full time

Benefits offered by this job

Merlin benefits access

25% discounts on on-site shops/restos

40% Lego discount

Merlin Magic Pass

Training & development opportunities

Job summary

Merlin is hiring for a Front Desk/Guest Services role at Chessington World of Adventures Resort in Surrey. The team delivers memorable guest experiences, with a focus on check-ins, room allocations, and responsive service.

We offer a competitive hourly rate, access to Merlin benefits, 25% discounts in on-site shops and restaurants, a 40% Lego discount, the Merlin Magic Pass for free tickets, and ongoing training and development opportunities.

Qualifications

• We are seeking a friendly team player with a strong customer-service ethos.
• Ability to deliver memorable experiences for guests.
• Positive attitude and reliable, collaborative mindset.
• Integrity in handling guest belongings and information.

Responsibilities

• Manage guest check-ins and check-outs efficiently and professionally.
• Coordinate luggage storage and ensure security.
• Execute daily/weekly checklists to uphold standards.
• Collaborate with Housekeeping, Leisure, F&B for bookings and room status.
• Handle guest feedback promptly and resolve issues.
• Provide accurate hotel information and assist guests.
• Process payments according to hotel procedures.
• Assist with emergencies and confidentiality of guest data.
• Multitask effectively to meet deadlines.

Skills

Friendly

Customer service

Enthusiasm

Integrity

Job description

What you'll bring to the team

Location: Chessington World of Adventures Resort, Leatherhead Road, Chessington, Surrey, KT9 2NE.

Hours: Full Time/Fully Flexible (including weekend availability). This role involves working a variety of shift patterns:

Early shift pattern: 7:00am to 3:00pm,

Late shift pattern: 14.30pm to 10.00pm

Contract: Permanent Variable Contract

Day to day this role will include:

• Manage guest check-ins and check-outs efficiently and professionally
• Ensure luggage is stored correctly and securely
• Maintain the highest service standards by completing daily and weekly checklists in full
• Liaise closely with Housekeeping, Leisure, and Food & Beverage teams regarding room allocations, room status, special requirements, swim bookings, and breakfast and evening reservations
• Handle guest feedback and resolve minor issues promptly and effectively
• Provide accurate and comprehensive information about the hotel and resort to guests
• Maintain and continuously improve the overall guest experience
• Process all payments in accordance with established hotel procedures
• Offer information and assistance to guests and visitors, including Personal Emergency Evacuation Plans (PEEPs)
• Handle guest room reservations, amendments, cancellations, and enquiries in a prompt, courteous, and efficient manner
• Manage all incoming calls professionally and efficiently
• Play an active role in responding to emergencies, including fire, medical situations, and power or system failures
• Maintain strict confidentiality of all guest information
• Demonstrate strong multitasking and prioritisation skills to meet departmental deadlines

Qualifications & Experience

We need you to come with is the right positive attitude, enjoy working as part of a team, in a fast-paced environment, and be able to deliver jaw dropping fun to our Guests!

• Friendly and approachable.
• Exceptional customer service.
• Enthusiastic about creating memorable experiences for our guests.
• Integrity with handling guests property.

Benefits

• A competitive hourly rate.
• Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants, and travel.
• 25% discount in our on-site retail shops and restaurants.
• 40% discount on Lego.
• Merlin Magic Pass - 20 free tickets for you, your family, and friends to enjoy all our Merlin Attractions across the world.
• Ongoing training and development opportunities.

Pay Range

GBP £8.50/Hr.