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.

Qualifications & Experience:
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!

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

• 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