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Guest Services Team Leader
2 months ago
Guest Services Team Leader - Chertsey, Surrey
Job Type: Full Time - Seasonal (Fixed End Date)
What you'll bring to the team
What will I do?
You will be overseeing the Guest Experience operation To deal with on the day feedback and enquiries confidently with excellent customer service. Deal with escalated guest feedback and enquires on the day To manage the Ride Access Pass system in line with the accessibility requirements and following the relevant Policies. 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. To encourage hosts to drive the KPI sample size daily, with knowledge of what KPIs are used for.Qualifications & Experience
An ideal candidate would:
Ability to self manage and use initiative to prioritise tasks Previous Duty manager experience and / or coaching a team Strong Communicator Ability to drive initiatives, motivate and coach team members to achieve great results Confidence to challenge others when necessary Adaptable to given situations and circumstances which may arise To suggest and encourage idea within the team to help the department operations improve. To suggest ideas to help the department improve on the day recovery and feedback. To be able to prioritise tasks day-to-day, and delegate tasks to hosts where appropriate. To communicate clearly with guests and colleagues whether this is on the day or through emails. Ability to learn systems and new processes.Benefits
The rate of pay for this role is £12.34 per hour.
20 FREE tickets to any Merlin attractions worldwide 25% discount in our retail shops and restaurants Opportunities to develop and have a longer term career in Merlin Free bus from Staines station to the Resort for all employees 40% discount online off LEGO, and much moreAt Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters
Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.
