Guest Services Team Leader - ref. o5041803

What you'll bring to the team:

Guest Services Team Leader

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:

• To suggest ideas to help the department improve on the day recovery and feedback.
• To be able to prioritise tasks day-to-day, and delegate tasks to hosts where appropriate.
• To communicate clearly with guests and colleagues whether this is on the day or through 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.

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@thorpe-park.co.uk and one of the team will get back to you as soon as possible.

Pay Range: GBP £13.00/Hr.