Merlin Entertainments

Guest Services Team Leader

Location (Country-County-City) UK-Surrey-Chertsey
Job ID
2025-8487
Employment Type
Full-Time
Offer/Contract Type
Fixed End Date/Seasonal
Location Name
Thorpe Park Resort

What you'll bring to the team

Guest Services Team Leader

 

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

  • 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. 

 

 

 

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Pay Range

GBP £13.00/Hr.

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At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters!

Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.