Guest Services Host 2026

Job Description

What you'll bring to the team

Join our Guest Services team and be the difference that makes every visit unforgettable! In this role, you’ll be the friendly face guests turn to, delivering exceptional customer service and resolving on-the-day feedback quickly and effectively. You’ll act as a role model for Guest Obsession, creating memorable experiences while ensuring all company procedures—from health and safety to service recovery—are followed. You’ll also help maintain high presentation standards and support stock control to reduce waste and loss. Every day, you’ll play a vital part in making sure our guests leave with amazing memories. Job Purpose • Maintaining a robust service platform to provide memorable experiences for all our guests. • Working within the response time targets (SLA’s) on all forms of Guest feedback, ensuring they are consistent and to the highest quality. • Ensuring Guest Satisfaction and KPI targets are achieved through service to our guests. • Using innovation and best practise to ensure Thorpe Park Resort is an industry leading attraction with regards to customer service and promoting guest obsession at all times. • Dealing with on the day feedback, ensuring any recovery offered to our guests remains consistent. • Operating in line with the recovery matrix to ensure any recovery offered remains consistent. • Take ownership of feedback to minimise escalations. • Be an ambassador for the Resort and the department, promoting Guest Obsession at all opportunities. Key Accountabilities • To deal with on the day feedback and enquiries confidently with excellent customer service. • To issue Ride Access Passes in line with the accessibility requirements and following the relevant Policies. • Ensure all recovery offered is within the Recovery Matrix and proportionate to the feedback given by the guest. • To be confident with the use of IT equipment and able to learn new systems quickly. • To have an in-depth knowledge of Thorpe Park Resort, understanding our brand platform, target audience, our products, services, policies and procedures, both departmental, and park wide. • To have a broad knowledge of the Merlin Entertainments Group. • To undertake additional duties during key periods of the season including Summer and FRIGHT NIGHTS. • Ensure working areas are kept clean and tidy throughout the day and any necessary cleaning is complete when required. • To log and categorise all Star Nominations and NFA Feedback on a daily basis. • To encourage guests to leave genuine feedback and support in improving KPI sample size.

Qualifications & Experience

• To be able to communicate clearly with guests and colleagues whether this is on the day or emails.

• To speak and understand the English Language.

• To work in an efficient and effective manor both alone and in a team situation.

• Ability to learn systems and new processes.

Additional Considerations

All Merlin employees are expected to adhere to all company policies and procedures as outlined in online onboarding and training curriculums. 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 are reported to their line manager and must cooperate with any investigation as appropriate

Benefits

• Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
• 25% discount in our retail shops and restaurants
• 40% discount online off LEGO, and much more!
• Free bus from Staines station for all employees
• Fortnightly pay
• Free staff parking
• Ongoing training & development to have a longer-term career in Merlin
• Access to Perks at Work which 30,000+ national & local employee discounts

If you have any questions or if you require any reasonable adjustments, 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

GBP £12.35/Hr.