Guest Services Lead

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.

No previous experience required, just enthusiasm and eagerness to learn! 

Show us you’re guest obsessed by being positive and helpful.

Go together to show our guests that’s you care!

• 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.