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For Companies At a Glance
- Tasks: Deliver exceptional guest experiences through various communication channels and resolve complaints.
- Company: Join a fun and friendly team at a leading attractions company.
- Benefits: Enjoy a competitive salary, 28 days holiday, and exclusive Merlin Magic Pass perks.
- Why this job: Make a real impact on guest satisfaction and create memorable moments.
- Qualifications: Passion for customer service and strong communication skills required.
- Other info: Great career growth opportunities in a dynamic environment.
What you\’ll bring to the team
Are you passionate about delivering exceptional guest experiences? We have an exciting new opportunity to join us as a Guest Excellence Senior Advisor!
As a key member of our team, you\’ll play a vital role in ensuring that every guest interaction is nothing short of extraordinary. From answering inquiries via email, live chat, social media, and phone calls to resolving escalated complaints, you\’ll be at the forefront of creating memorable moments for our guests.
Here\’s what you\’ll be doing:
- Supporting our Merlin Annual Pass Team Lead to achieve outstanding levels of guest service and performance.
- Becoming a subject matter expert on our products and attractions, providing support and coaching to the team.
- Holding inspiring team huddles and ensuring guest satisfaction remains our top priority.
- Identifying guest needs, researching issues, and providing solutions with empathy and professionalism.
- Developing and maintaining an intraday plan to meet daily service levels and ensure adequate coverage for guest demand.
- Upholding data protection and GDPR requirements at all times.
Qualifications & Experience
- Passion for delivering outstanding customer service.
- Excellent written and verbal communication skills.
- A proven track record of achieving objectives and sales targets in a fast-paced Contact Centre environment.
- Experience in handling customer complaints and finding resolutions while upholding Merlin\’s reputation and integrity.
- Ability to work calmly under pressure, with strong teamwork and time management skills.
Benefits
We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects – ideal if you’re already fantastic and want to become even better (our magic can help here). Benefits include Pension, Life Assurance, discretionary company bonus, 28 days’ holiday including bank holidays, and, of course, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, as well as 25% discount in our retail shops and restaurants and 40% discount on LEGO.
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Pay Range
GBP £12.82/Hr.
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Guest Excellence Senior Advisor employer: Merlin Entertainments - Corporate
Contact Detail:
Merlin Entertainments - Corporate Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Excellence Senior Advisor
✨Tip Number 1
Get to know the company inside out! Research Merlin and their attractions so you can speak confidently about how you can enhance guest experiences. This shows your passion and commitment to delivering exceptional service.
✨Tip Number 2
Practice your communication skills! Whether it’s through role-playing with a friend or recording yourself, make sure you can articulate your thoughts clearly and professionally. Remember, you’ll be the voice of the company!
✨Tip Number 3
Showcase your problem-solving skills! Think of examples from your past where you’ve turned a negative situation into a positive one for a customer. This will highlight your ability to handle complaints with empathy and professionalism.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and eager to join our team!
We think you need these skills to ace Guest Excellence Senior Advisor
Some tips for your application 🫡
Show Your Passion: Let us see your enthusiasm for delivering exceptional guest experiences right from the start. Use your application to highlight any relevant experience or skills that demonstrate your commitment to outstanding customer service.
Tailor Your Application: Make sure to customise your application for the Guest Excellence Senior Advisor role. Mention specific examples from your past that align with the responsibilities listed in the job description, like handling complaints or supporting a team.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that are easy to read, so avoid jargon and focus on what makes you a great fit for our team.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Merlin Entertainments - Corporate
✨Know Your Stuff
Before the interview, dive deep into the company’s products and attractions. Being a subject matter expert will not only impress your interviewers but also show your genuine passion for delivering exceptional guest experiences.
✨Showcase Your Communication Skills
Since this role involves a lot of interaction with guests, practice articulating your thoughts clearly. Prepare examples of how you've effectively communicated in past roles, especially in resolving complaints or inquiries.
✨Demonstrate Empathy
During the interview, highlight your ability to understand and empathise with guest needs. Share specific instances where you’ve turned a negative experience into a positive one, showcasing your problem-solving skills.
✨Stay Calm Under Pressure
Prepare for potential scenario-based questions that test your ability to handle stressful situations. Think of examples where you maintained composure and delivered excellent service, even when things got tough.
