What will I do? 

• You will be overseeing the Guest Experience operation 
• To deal with on the day feedback and enquiries confidently with excellent customer service.
• Deal with escalated guest feedback and enquires on the day 
• To manage the Ride Access Pass system in line with the accessibility requirements and following the relevant Policies.
• 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.
• To encourage hosts to drive the KPI sample size daily, with knowledge of what KPIs are used for.

An ideal candidate would: 

• Ability to self manage and use initiative to prioritise tasks
• Previous Duty manager experience and / or coaching a team 
• Strong Communicator  
• Ability to drive initiatives, motivate and coach team members to achieve great results  
• Confidence to challenge others when necessary 
• Adaptable to given situations and circumstances which may arise 
• To suggest and encourage idea within the team to help the department operations improve. 
• 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.
• Ability to learn systems and new processes.

The rate of pay for this role is £12.34 per hour.

• 20 FREE tickets to any Merlin attractions worldwide  
• 25% discount in our retail shops and restaurants
• Opportunities to develop and have a longer term career in Merlin
• Free bus from Staines station to the Resort for all employees 
• 40% discount online off LEGO, and much more!