Guest Services Host

Job Description

What you'll bring to the team

• A passion for delivering exceptional guest experiences, always putting the guest at the heart of everything you do.
• Confidence working in a guest-facing role, handling enquiries and feedback with professionalism and empathy.
• The ability to resolve issues efficiently, ensuring all guest feedback is managed in line with company standards and recovery guidelines.
• A proactive, positive attitude with the ability to create memorable experiences for every guest.
• Strong teamwork skills, alongside the ability to work independently when required.
• Attention to detail, ensuring high standards of presentation, cleanliness, and organisation are always maintained.
• A commitment to following all health & safety, environmental, and company procedures.
• Enthusiasm to act as a brand ambassador, promoting Guest Obsession and supporting key performance targets across the resort.

Qualifications & Experience

• Strong communication skills, both face-to-face and written (e.g. responding to emails and guest feedback).
• Ability to confidently engage with a wide range of guests and colleagues.
• Fluent in spoken and written English.
• Comfortable using IT systems and able to learn new processes quickly.
• Ability to work efficiently both independently and as part of a team.
• Previous experience in customer service or a guest-facing role is desirable but not essential.
• A willingness to learn about the Thorpe Park Resort, its policies, and the wider Merlin Entertainments brand.

Benefits

Alongside the opportunity to perform to thousands of international guests in your residency, you’ll also receive:

• Monthly Bonus based on guest satisfaction
• 25% discount in our retail shops and restaurants and 40% off LEGO online
• Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
• Discounted rates at Merlin hotels all over the world
• Employee pricing up to 55% off cinema tickets

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.

Pay Range

Competitive