Guest Excellence Host- Call Centre

6 days ago

StokeonTrent, United Kingdom Merlin Entertainments Full time

**Guest Excellence Host
- Call Centre**:

- Location (Country-County-City) UK-Staffordshire-Stoke-on-Trent
- Job ID
- 2025-9541
- Employment Type
- Guaranteed Hours (Europe Only)
- Offer/Contract Type
- Fixed End Date/Seasonal
- Location Name
- Alton Towers Resort

**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 & experienced **Guest Excellence Host - Call Centre** to join our growing team.

**What You’ll do 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**:
**W**hat 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.

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