Guest Services Host

Join to apply for the Guest Services Host 2026 role at Merlin Entertainments
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GBP £12.35/hr.

• Maintain a robust service platform to provide memorable experiences for all guests.
• Work within the response time targets (SLA’s) on all forms of guest feedback, ensuring they are consistent and to the highest quality.
• Ensure guest satisfaction and KPI targets are achieved through service to our guests.
• Use 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.
• Deal with on‑day feedback, ensuring any recovery offered to guests remains consistent.
• Operate 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.

• Deal with on‑day feedback and enquiries confidently with excellent customer service.
• Issue ride access passes in line with accessibility requirements and relevant policies.
• Ensure all recovery offered is within the recovery matrix and proportionate to the feedback given by the guest.
• Be confident with the use of IT equipment and able to learn new systems quickly.
• Possess an in‑depth knowledge of Thorpe Park Resort, our brand platform, target audience, products, services, policies and procedures both departmental and park‑wide.
• Have a broad knowledge of the Merlin Entertainments Group.
• 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 completed when required.
• Log and categorise all Star Nominations and NFA Feedback on a daily basis.
• Encourage guests to leave genuine feedback and support improvement of KPI sample size.

• Communicate clearly with guests and colleagues, whether on‑day or via email.
• Speak and understand the English language.
• Work efficiently and effectively both alone and in a team situation.
• Ability to learn systems and new processes.

• 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 for LEGO and many more.
• Free bus from Staines station for all employees.
• Fortnightly pay.
• Free staff parking.
• Ongoing training and development to help you build a longer‑term career in Merlin.
• Access to Perks at Work, offering 30,000+ national & local employee discounts.

Entry level

Full‑time

Design, Art/Creative and Information Technology

Entertainment Providers

If you have any questions or require reasonable adjustments because of a disability or medical condition, please contact us by email at atrecruit