Who We Are

At Alton Towers Resort, we’re dedicated to creating unforgettable experiences filled with laughter, excitement, and joy! Our mission is to delight families, thrill adventurers, and ensure every guest leaves with lasting memories. As part of our team, you'll play a crucial role in delivering exceptional service and making every visit magical. Here, new colleagues quickly become friends, and we celebrate our achievements together!

About the Role

We are currently seeking an enthusiastic & experienced Guest Excellence Host – Call Centre to join our growing team. 

In this role, you will be the first point of contact for guests, providing outstanding service over a range of platforms such as calls, live chat, social media messaging, emails and review sites. Your role will be vital in ensuring guests have a seamless experience from the moment they enquire about their visit to the time they arrive at one of our attractions.

What You’ll do Doing 

• Providing exceptional customer service to our guests over a range of platforms, primarily over the phone. Answering queries related to bookings, attractions, events, resort services and annual passes. 
• Handling guest enquiries, concerns and feedback, offering solutions and resolutions, promptly and professionally. 
• Staying up to date with updates and changes to allow you to share your knowledge with our guests about attraction offerings, ticket options, and events to enhance their visit experience. 
• Following all internal policies and procedures to ensure a seamless guest experience. 
• Work closely with other colleagues to ensure a cohesive approach to guest service and communication. 

What We’re Looking For

• Experience, preferably in contact centres, customer services or hospitality. Good knowledge and previous experience of customer service systems and Microsoft Office is preferred. 
• Passionate individuals with genuine enthusiasm for helping guests and a desire to create memorable experiences. You should be able to think on your feet and handle guest issues effectively. 
• Strong communication skills, both verbal and written to cover all of platforms. A friendly, approachable tone is a must! 
• A Team Player! Someone who can collaborate with colleagues to provide consistent service and share best practices. 
• Flexibility, we’re a growing operation so need people who are available to work weekends, bank holidays, and peak times to meet contact demand.

• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world
• 40% discount online off LEGO
• 25% discount in our on-site retail shops and restaurants
• Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants and travel
• Ongoing training and development opportunities 
• Plus, many more…