Guest Excellence Host - Call Centre

Job Description

What you'll bring to the team

Please note that while you are applying for roles within specific home departments such as Ride Host, Retail, Sales & Admissions, or other front-line teams, you may be required to support additional departments based on operational needs. Flexibility is essential, and you may be scheduled in alternative areas at certain times during the season.

Who We Are

At Alton Towers Resort, we’re dedicated to creating unforgettable experiences filled with laughter, excitement, and joy! Our mission is to delight families, thrill adventurers, and ensure every guest leaves with lasting memories. As part of our team, you'll play a crucial role in delivering exceptional service and making every visit magical. Here, new colleagues quickly become friends, and we celebrate our achievements together!

About the Role

We are currently seeking enthusiastic Guest Excellence Hosts – Call Centre Advisors to join our team. In this role, you will be the first point of contact for guests, providing outstanding service over the phone. Your role will be vital in ensuring guests have a seamless experience from the moment they inquire about their visit to the time they arrive at the park.

Key Responsibilities

• Customer Service Excellence: Provide friendly, knowledgeable, and efficient support to guests via phone, answering queries related to bookings, attractions, events, and resort services.
• Problem Solving: Handle guest inquiries and concerns, offering solutions and ensuring their needs are met promptly and professionally.
• Resort Knowledge: Educate our guests about park offerings, ticket options, and events to enhance their visit experience.
• Record Keeping: Maintain accurate records of guest interactions and feedback, ensuring all inquiries are logged for future reference.
• Team Collaboration: Work closely with other team members to ensure a cohesive approach to guest service and communication.
• Continuous Improvement: Share guest feedback and insights with the team to help improve overall guest satisfaction.

Qualifications & Experience

What We’re Looking For

• Passionate About Customer Service: You should have a genuine enthusiasm for helping guests and a desire to create memorable experiences.
• Excellent Communication Skills: Strong verbal communication skills are essential, along with a friendly and approachable tone.
• Attention to Detail: Ability to accurately document guest interactions and follow up on inquiries.
• Problem-Solving Skills: You should be able to think on your feet and handle guest issues effectively.
• Team Player: Collaborate with colleagues to provide consistent service and share best practices.
• Flexible Availability: Must be available to work weekends, holidays, and peak times to meet guest needs.

Benefits

• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world
• 40% discount online off LEGO
• 25% discount in our on-site retail shops and restaurants
• Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants and travel
• Ongoing training and development opportunities
• Plus, many more…

Pay Range

Compensation between GBP £7.55/Hr.-GBP £12.21/Hr.