Be the first to welcome guests and keep the magic moving at THORPE PARK Resort!

As part of our Front of House team, you’ll deliver a smooth, stress-free entry and exit for every guest. From managing the car park and assisting with tickets to handling Annual Pass enquiries, you’ll be in a front-line role that combines excellent customer service with creating memorable experiences. You’ll also help maintain high standards of presentation by keeping areas clean and tidy—making sure every guest’s day starts and ends perfectly.

Job Purpose

• To ensure the seamless, smooth guest journey from their arrival onto the resort to their     exit.

• Provide high level of customer service to our guests, in line with company values,              ensuring targets are met.

• To assist with the department’s mission to achieve all Key Performance Indicator (KPI)         targets set.

• Have an in-depth park knowledge to deliver the best possible information to our guests •    Following all company policies, including health and safety.

• To achieve all sales and financial targets set by the business.

• To drive and focus on both Merlin Annual Pass and Local Annual Pass sales. Up selling         these products where possible and contributing towards the overall sales and targets of       the products.

• To achieve 100% in the Merlin Mystery Shop Program.

• Ensuring cleanliness targets are met by carrying out set cleaning rotas and undertaking      ad-hoc cleaning when required.

• When on reception monitor site access through the business reception ensuring all staff,     business visitors and contractors have approved ID or have followed the sign in                 procedure.

Key Accountabilities

Operations

• Ensuring a smooth Car Park operation, with all cars being parked safely and efficiently.

• Assisting the smooth and seamless entry and exit of resort for all guests.

• Take part in cleaning duties as described by the management team to ensure                     presentation is kept to required standard.

• Interact with guests and ensure any issues they may have will be resolved.

• Use our till system to sell day tickets, parking tickets, and upsell Annual Passes.

• Any other Administrative or Operational duties as required by the management team. 

Marketing

• To ensure all communication with employees and guests is always professional and as per training and brand guidelines.

• Have a strong knowledge of the products we sell and upsell them where appropriate. 

Financial

• Ensure all staff use company equipment appropriately and damage is minimised by

   following training and instruction.

• Use upselling skills to work towards hitting department set financial and sales targets.

• Ensure there is no stock wastage by following the training guidelines. 4. People

• To communicate effectively with colleagues and guests ensuring there is a good level of       rapport.

• Actively seek and help to promote a positive team culture within the Front of House          team.

• Be a friendly approachable person when communicating with both Colleagues and Guests

Health & Safety

• To ensure that all Health & Safety Policies are followed to ensure safe working practise.

• To promote a safe working culture