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Guest Experience Host

Job ID: 2026-12717
Employment Type: Guaranteed Hours (MGH)
Offer/Contract Type: Fixed End Date/Seasonal
Location Name: SEA LIFE Birmingham

What you'll bring to the team

JOB PURPOSE

Assist in delivering FOH, and Commercial SPH and achieving Revenue budgets by upselling in all areas
Enhance the visitor’s experience and expectations by going the “extra mile”.
Ensure consistent delivery of quality customer service.
To ensure daily KPI and mystery shopper targets are met.
Keep the public area in a clean, tidy and safe condition throughout the day

To assist in the day to day operation of the cluster. To provide a quality, courteous, efficient and helpful service to the public at all times. To maximise sales of all areas and provide quality service and excellent customer service to all guests

COMMUNICATION

To greet all visitors with a smile, a warm and friendly welcome, and a parting pleasantry to complete the transaction.
To answer visitor enquiries and ensure appropriate action is taken.
To provide visitors with information relating to the site and assist with the completion of visitor surveys.
Enforce the Branded Customer Care policy across the entire site.

BUSINESS IMPACT/RESULTS

Promoting Merlin Entertainments policy of quality customer care by ensuring a courteous, efficient, interactive, helpful and entertaining service to the public.
To perform all duties within the attraction’s Customer Service Standard Operating Procedures.

Promoting the policy of quality customer care and ensuring a courteous, efficient and helpful service to the public by dealing with queries and complaints in a positive manner.
Ensure the mystery visitor criteria are met in respect of product delivery and visitor interaction in order to deliver a minimum score of 95% rating for all areas.
To ensure that your uniform is clean and tidy and name badge is worn at all times. No visible jewellery is to be worn other than a single plain wedding band and stud earrings.
To follow the attractions Operational Quality Closing Procedures at the end of the day.
To impact positively upon the Attraction’s KPI target results
Liaise with the Duty Manager to ensure that all expected standards of cleanliness, Food Safety and Health & Safety are adhered to.
Complete all daily, weekly and monthly paper work delegated tasks.
To do any reasonable duty as detailed by the Management team of the Attraction.