Assistant Manager of Guest Services

4 weeks ago

Chertsey, Surrey, United Kingdom Thorpe Park Full time

Assistant Manager of Guest Services

Job Type: Full Time

Role Overview

We are seeking a dedicated Assistant Manager of Guest Services who will collaborate closely with the Park Operations Manager. The hourly compensation is competitive.

  • Conduct regular audits to ensure compliance with all relevant Health & Safety regulations and protocols, including Safety Inspections, Risk Assessments, and staff Training Records.
  • Oversee the daily operations of the department, ensuring efficient resource allocation.
  • Address all feedback received on the day to ensure that recovery actions are documented according to established policies and procedures.
  • Facilitate training and assessments within the department, ensuring all staff members are certified to the required standards and monitor performance regularly.
  • Promote continuous improvement in employee engagement survey results.
  • Foster strong collaborative relationships with other departments across the Resort to enhance both departmental and personal growth.
  • Track, monitor, and evaluate all recovery tools and resources, identifying when stock replenishment is necessary.
  • Strive for personal and departmental performance enhancement in alignment with industry best practices, service standards, brand values, and the company's mission.
  • Conduct Return to Work interviews in accordance with company policy and maintain accurate personnel records consistently.
  • Stay informed about and adhere to relevant Resort incident management guidelines. Undertake Ops 3 responsibilities when trained and necessary.
  • Implement planned responses as directed in the event of anticipated risks affecting normal operations.
  • Carry out Performance Development Plans (PDPs) and regular performance reviews with all team duty managers and hosts to ensure ongoing development and performance management.

Work Schedule

This position requires full-time hours, which will include working 5 out of 7 days, including weekends and bank holidays as necessary.

Qualifications & Experience

The ideal candidate will possess:

  • Strong self-management skills and the ability to prioritize tasks while maintaining composure under pressure.
  • Excellent communication skills with the ability to influence others and build strong relationships with guests and staff.
  • Experience in managing people and performance, along with prior duty manager experience.
  • Capability to drive initiatives, manage team members, and motivate them to achieve outstanding results.
  • Confidence to challenge situations when necessary.
  • Flexibility to adapt to various situations and circumstances as they arise.
  • Encouragement of innovative ideas within the team to enhance departmental operations.
  • Proficiency in IT, particularly in Microsoft Word and Excel.
  • Quick learning ability for new systems and processes.

Benefits

Join our team at the UK's Favorite theme park and enjoy:

  • 20 complimentary tickets to any Merlin attractions worldwide.
  • 25% discount in our retail shops and dining establishments.
  • Opportunities for professional development and a long-term career within Merlin.
  • Complimentary transportation from a nearby station to the theme park for all employees.
  • 40% discount online on LEGO products, among other perks.

At Merlin, we welcome individuals from diverse backgrounds to our magical attractions and resorts every day. We are committed to fostering an inclusive and diverse workplace where everyone can be themselves, have equal opportunities, and thrive together. We believe that everyone matters.

Together, we strive to create a work environment where all employees feel valued, regardless of age, race, gender, disability, or sexual orientation. While we recognize that we are always learning and evolving, our goal is to be the most inclusive and flexible employer in our industry.

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