Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Be the friendly voice for guests, answering queries and ensuring magical experiences.
- Company: Join Alton Towers Resort, where we create unforgettable memories filled with joy and excitement!
- Benefits: Enjoy 20 free tickets, discounts on LEGO, retail, and ongoing training opportunities.
- Why this job: Be part of a fun team that celebrates achievements and values your passion for guest service.
- Qualifications: Experience in customer service or hospitality, strong communication skills, and a team player attitude.
- Other info: Flexible hours required, including weekends and holidays, to meet guest demand.
What you\’ll bring to the team
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 & experiencedGuest 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 Be 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.
Qualifications & Experience
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.
Benefits
- 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…
Pay Range
Compensation between GBP £7.55/Hr.-GBP £12.21/Hr. #J-18808-Ljbffr
Guest Excellence Host- Call Centre Stoke-on-Trent, UK Guaranteed Hours (Europe Only) employer: Merlin Entertainments
Contact Detail:
Merlin Entertainments Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Excellence Host- Call Centre Stoke-on-Trent, UK Guaranteed Hours (Europe Only)
✨Tip Number 1
Familiarise yourself with the Alton Towers brand and its offerings. Understanding the attractions, events, and services will help you engage with guests more effectively and demonstrate your enthusiasm during the interview.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since you'll be handling guest queries primarily through calls, being clear, friendly, and professional in your tone is essential to make a great first impression.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've handled customer issues in the past. This will highlight your capability to think on your feet and provide effective solutions, which is crucial for this role.
✨Tip Number 4
Be ready to discuss your flexibility and availability. Since the role requires working weekends and peak times, demonstrating your willingness to adapt your schedule can set you apart from other candidates.
We think you need these skills to ace Guest Excellence Host- Call Centre Stoke-on-Trent, UK Guaranteed Hours (Europe Only)
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand what Alton Towers Resort is looking for in a Guest Excellence Host. Highlight your relevant experience in customer service, especially in contact centres or hospitality.
Tailor Your CV: Make sure your CV reflects your experience and skills that align with the role. Emphasise your communication skills, ability to handle guest enquiries, and any previous roles where you provided exceptional service.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your enthusiasm for creating memorable experiences. Mention specific examples of how you've successfully handled guest issues in the past.
Proofread Your Application: Before submitting, double-check your application for any spelling or grammatical errors. A polished application demonstrates attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Merlin Entertainments
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for helping guests and creating memorable experiences. Share specific examples from your past roles where you went above and beyond to assist customers.
✨Demonstrate Strong Communication Skills
Since the role involves various communication platforms, practice articulating your thoughts clearly and concisely. Be prepared to showcase your verbal and written communication skills during the interview.
✨Familiarise Yourself with the Company
Research Alton Towers Resort and its offerings. Understanding their attractions, events, and customer service philosophy will help you answer questions more effectively and show your genuine interest in the role.
✨Prepare for Scenario-Based Questions
Expect to be asked how you would handle specific guest enquiries or complaints. Think of examples that highlight your problem-solving skills and ability to think on your feet, as these are crucial for the position.
