Hybrid Guest Services Lead at Thorpe Park Resort
Thorpe Park Resort · Chertsey, United Kingdom · Hybrid
- Office in Chertsey
Guest Services Lead
Location: Thorpe Park, KT16 8PN
Hours: Fully Flexible; working up to 5 days out of 7
Contract Type: Seasonal, until November 2025
In this role we are looking for someone who will act as the Daily Duty Manager for the Guest Services team, providing support and leadership to a daily team of around 6 to 10 Hosts each day. Duties include, but are not limited to:
- Briefing the Guest Services host team each day to cascade operational information and set them up for their shift.
- Overseeing the daily operation of our Guest Services & Accessibility Kiosk units.
- Ensuring all members of the team uphold a consistent & high standard of customer service, providing accurate information and suitable resolutions to any feedback submitted on-the-day.
- Managing staff performance day to day, flagging any potential improvement factors and acting upon them efficiently.
- Pull KPI statistics each day and understand the meaning of each score. Distributing these results through daily briefs and feedback reports.
- Assist in managing the Ride Access Pass system.
- Overlook unit presentation, ensuring both units are kept organised and tidy throughout the day.
Qualifications & Experience:
No previous experience required, just enthusiasm and eagerness to learn!
Show us you’re guest obsessed by being positive and helpful.
Go together to show our guests that’s you care!
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 [email protected] and one of the team will get back to you as soon as possible.
