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About the Role
A passion for delivering exceptional guest experiences and leading by example.
- Strong leadership and coaching skills, with the ability to motivate, support, and develop frontline teams.
- Confidence in handling escalated guest queries, complaints, and operational challenges in a calm and professional manner.
- Excellent communication skills, with the ability to build positive relationships with guests, colleagues, and stakeholders.
- A proactive and solutions-focused approach, with the ability to make decisions and resolve issues quickly.
- A commitment to maintaining the highest standards of safety, presentation, and operational excellence.
- Flexibility and adaptability, with the willingness to support different operational areas across the resort when required.
- A collaborative mindset and a desire to contribute to a positive team culture while driving performance and service standards.
Qualifications & Experience
- Experience working in a customer-facing environment, delivering excellent service and creating positive guest experiences.
- Confident engaging with guests and handling a range of enquiries in a friendly and professional manner.
- Ability to support and work collaboratively with colleagues to maintain high operational and service standards.
- Strong problem-solving skills and confidence in responding to guest needs in a fast-paced environment.
- Excellent verbal and written communication skills.
- Ability to prioritise tasks, manage a varied workload, and remain organised under pressure.
- Experience following operational procedures, company guidelines, and workplace systems.
- Good understanding of health and safety practices and the importance of maintaining a safe environment for guests and colleagues.
- Strong attention to detail and ability to complete records, checks, or documentation accurately.
- Proficient in English and confident using Microsoft Office and other digital systems.
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Desirable
- Experience within a theme park, attraction, hospitality, retail, leisure, or guest experience environment.
- Experience handling guest feedback, resolving concerns, and finding positive solutions.
- Experience supporting the training, onboarding, or mentoring of new team members.
- Knowledge of accessibility and inclusivity practices to help provide a welcoming experience for all guests.
Get help with your application
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Benefits
- Monthly Bonus based on guest satisfaction
- 25% discount in our retail shops and restaurants and 40% off LEGO online
- Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
- Discounted rates at Merlin hotels all over the world
- Employee pricing up to 55% off cinema tickets
If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.
Pay Range
Competitive
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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