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- Tasks: Be the friendly face for guests, delivering exceptional service and resolving feedback.
- Company: Join the dynamic team at Thorpe Park Resort, a leading attraction in customer service.
- Benefits: Enjoy 20 free tickets, discounts, free bus, and ongoing training for career growth.
- Why this job: Make unforgettable memories for guests while developing your skills in a fun environment.
- Qualifications: Clear communication skills and ability to learn new systems quickly.
- Other info: Flexible hours with opportunities during peak seasons like Summer and FRIGHT NIGHTS.
The predicted salary is between 12 - 13 £ per hour.
Join our Guest Services team and be the difference that makes every visit unforgettable! In this role, you’ll be the friendly face guests turn to, delivering exceptional customer service and resolving on-the-day feedback quickly and effectively. You’ll act as a role model for Guest Obsession, creating memorable experiences while ensuring all company procedures—from health and safety to service recovery—are followed. You’ll also help maintain high presentation standards and support stock control to reduce waste and loss. Every day, you’ll play a vital part in making sure our guests leave with amazing memories.
Job Purpose
Maintaining a robust service platform to provide memorable experiences for all our guests. Working within the response time targets (SLA’s) on all forms of Guest feedback, ensuring they are consistent and to the highest quality. Ensuring Guest Satisfaction and KPI targets are achieved through service to our guests. Using innovation and best practice to ensure Thorpe Park Resort is an industry leading attraction with regards to customer service and promoting guest obsession at all times. Dealing with on the day feedback, ensuring any recovery offered to our guests remains consistent. Operating in line with the recovery matrix to ensure any recovery offered remains consistent. Take ownership of feedback to minimise escalations. Be an ambassador for the Resort and the department, promoting Guest Obsession at all opportunities.
Key Accountabilities
- To deal with on the day feedback and enquiries confidently with excellent customer service.
- To issue Ride Access Passes in line with the accessibility requirements and following the relevant Policies.
- Ensure all recovery offered is within the Recovery Matrix and proportionate to the feedback given by the guest.
- To be confident with the use of IT equipment and able to learn new systems quickly.
- To have an in-depth knowledge of Thorpe Park Resort, understanding our brand platform, target audience, our products, services, policies and procedures, both departmental, and park wide.
- To have a broad knowledge of the Merlin Entertainments Group.
- To undertake additional duties during key periods of the season including Summer and FRIGHT NIGHTS.
- Ensure working areas are kept clean and tidy throughout the day and any necessary cleaning is complete when required.
- To log and categorise all Star Nominations and NFA Feedback on a daily basis.
- To encourage guests to leave genuine feedback and support in improving KPI sample size.
Qualifications & Experience
- To be able to communicate clearly with guests and colleagues whether this is on the day or emails.
- To speak and understand the English Language.
- To work in an efficient and effective manner both alone and in a team situation.
- Ability to learn systems and new processes.
Additional Considerations
All Merlin employees are expected to adhere to all company policies and procedures as outlined in online onboarding and training curriculums. Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.
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 offers 30,000+ national & local employee discounts
If you have any questions or if you require any reasonable adjustments, 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 GBP £12.35/Hr.
Guest Services Host 2026 in Chertsey employer: Thorpe Park Resort
Contact Detail:
Thorpe Park Resort Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Host 2026 in Chertsey
✨Tip Number 1
Get to know the company inside out! Familiarise yourself with Thorpe Park Resort's values and services. This way, when you chat with them, you can show off your knowledge and passion for guest obsession.
✨Tip Number 2
Practice your customer service skills! Think of scenarios where you might need to handle feedback or resolve issues on the spot. Role-playing with a friend can help you feel more confident and prepared.
✨Tip Number 3
When you get the chance to interview, be sure to highlight your ability to work in a team and independently. Share examples of how you've successfully dealt with customer queries or feedback in the past.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining the team at Thorpe Park Resort!
We think you need these skills to ace Guest Services Host 2026 in Chertsey
Some tips for your application 🫡
Show Your Guest Obsession: When writing your application, make sure to highlight your passion for delivering exceptional customer service. We want to see how you can create memorable experiences for our guests, so share any relevant examples that showcase your guest obsession!
Be Clear and Confident: Communication is key in this role! Use clear and confident language in your application. Whether it’s about handling feedback or working with a team, we want to know you can express yourself effectively.
Know the Brand: Familiarise yourself with Thorpe Park Resort and the Merlin Entertainments Group. Mentioning your knowledge of our brand and services in your application will show us you’re genuinely interested and ready to be an ambassador for our resort.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need to make your application stand out!
How to prepare for a job interview at Thorpe Park Resort
✨Know the Company Inside Out
Before your interview, make sure you research Thorpe Park Resort thoroughly. Understand their brand values, target audience, and the services they offer. This knowledge will help you demonstrate your passion for the role and show that you're genuinely interested in being part of their team.
✨Showcase Your Customer Service Skills
As a Guest Services Host, exceptional customer service is key. Prepare examples from your past experiences where you've gone above and beyond for a customer. Highlight how you resolved issues effectively and created memorable experiences, as this aligns perfectly with the company's focus on guest obsession.
✨Practice Handling Feedback
Since you'll be dealing with on-the-day feedback, practice how you would respond to various guest scenarios. Think about how you can turn negative experiences into positive ones and ensure you’re familiar with the recovery matrix mentioned in the job description. This will show that you can think on your feet and handle challenges gracefully.
✨Dress to Impress and Be Approachable
First impressions matter! Dress smartly and maintain a friendly demeanour during your interview. Remember, as a Guest Services Host, you’ll be the face of the resort, so showing that you can be both professional and approachable will set you apart from other candidates.