Join Merlin Entertainments as a Games & Experiences Host in Sydney, AU. This role involves delivering top-tier guest service, driving sales, and facilitating immersive games and virtual reality experiences in a fast-paced, family-oriented environment.
Requirements
Experience in a guest-facing role working towards budget and KPI targets
Experience working in entertainment with children
Sales experience is preferable
Ability to navigate different computer systems effectively
Must obtain New South Wales Responsible Service of Alcohol Certificate (RSA) and Working With Children Check (WWCC) prior to commencement
Consistent weekend availability and full availability over NSW school holiday periods
Skills & Responsibilities
Customer Service: Deliver front-line guest service, explain game operations, assist with queries, and engage with diverse visitors.
Sales & KPIs: Approach guests, drive spends, and maintain key performance indicators like revenue per capita and hit rates.
Event Facilitation: Facilitate birthday parties and large group events according to standard procedures.
System Management: Navigate and troubleshoot ticketing systems, logging and escalating technical and maintenance issues.
Potential transition routes: People from retail, hospitality, or customer service roles may bring strong interpersonal and sales skills, alongside meeting reliability and scheduling requirements.
Job description
What you'll bring to the team
Would you like to work for one of the world’s most loved family escapes?
We currently have a fantastic opportunity to join our team as a Games & Experiences Host at our Darling Harbour Attractions, part of the Merlin Entertainments group.
About the Role
As a Games & Experience Host you will be working across multiple outlets in a versatile environment. You will be responsible for delivering the best possible experience to our guests through selling & facilitating day to day operations of Immersive Gamebox & SEA LIFE Virtual Reality including large groups, events & parties. Guest satisfaction and bringing families closer through play would be your top priority.
Your duties include but are not limited to:
Approaching guests & driving spends
Maintaining a high standard of various key performance indicators (e.g. revenue per capita, hit rates, guest satisfaction & budget)
Facilitate events & birthday parties according to procedure
Supporting the Commercial team to deliver a great guest experience
Providing front-line guest service, including selling tickets, explaining game operations & following up with guests after gameplay
Managing & troubleshooting ticketing systems
Assisting with guest queries
Checking in groups & Parties
Logging and escalating incidents, maintenance and IT issues
Helping maintain clean, and keep organised work areas across Commercial spaces
Complying with health & safety procedures.
Contributing to a positive, supportive and guest-focused team culture
About You
To shine in this role, you’re someone who can step up when needed, support others, and stay calm and organised in a fast-paced environment. You are confident and enjoy working with children & adults, and you take pride in creating the best possible experience for our guests.
You will be able to work consistent weekends with some weekday availability. You will also have full availability over NSW school holiday periods. You will be able to work shifts of various times, earliest being 6:30am and latest finishing at 9:15pm.
You will also have:
Experience in a guest-facing role working towards budget & KPI targets
Experience working in entertainment with children.
Experience in sales is preferable.
Ability to navigate different computer systems effectively
Strong communication and people skills
Ability to be approachable and comfortable talking to a range of guests
A genuine passion for bringing families closer together through play
Ability to multi-task
Strong work ethic and demonstrated ability to work within a fast-paced environment
Flexible and adaptable approach
Can work autonomously, but most importantly in a team environment
Reliable & punctual
This role requires the below certifications or willingness to obtain prior to commencement:
New South Wales Responsible Service of Alcohol Certificate (RSA)
Working With Children Check (WWCC)
Benefits:
Corporate benefits including free access to all our attractions worldwide
Domestic and global opportunities to develop and progress your skills and career in tourism and attractions
Being part of a business built on play
About Us:
Merlin Entertainments is the company behind iconic brands like SEA LIFE, Madame Tussauds, LEGOLAND, and Peppa Pig World of Play. We operate in over 130 attractions across 25 countries, delivering memorable experiences to 54 million+ visitors a year. In Australia and New Zealand, we have 7 attractions, including SEA LIFE, Wildlife and Madame Tussauds, amongst others.
Merlin Entertainments is driven by a strong social responsibility with the vision to create a world where the global community respects, conserves, and sustainably manages our precious aquatic habitats, wildlife, and natural resources. We strive to achieve this goal through our 2 charities: Merlin's Magic Wand and the SEA LIFE Trust.
So, if you are vibrant and passionate about delivering an amazing service within a great company and in a team that enjoys the ride – then we want to hear from you!
