About

• What you'll bring to the team
• Be the first to welcome guests and keep the magic moving at THORPE PARK Resort!
• As part of our Front of House team, you’ll deliver a smooth, stress-free entry and exit for every guest. From managing the car park and assisting with tickets to handling Annual Pass enquiries, you’ll be in a front-line role that combines excellent customer service with creating memorable experiences. You’ll also help maintain high standards of presentation by keeping areas clean and tidy—making sure every guest’s day starts and ends perfectly.
• Job Purpose
• • To ensure the seamless, smooth guest journey from their arrival onto the resort to their exit.
• • Provide high level of customer service to our guests, in line with company values, ensuring targets are met.
• • To assist with the department’s mission to achieve all Key Performance Indicator (KPI) targets set.
• • Have an in-depth park knowledge to deliver the best possible information to our guests • Following all company policies, including health and safety.
• • To achieve all sales and financial targets set by the business.
• • To drive and focus on both Merlin Annual Pass and Local Annual Pass sales. Up selling these products where possible and contributing towards the overall sales and targets of the products.
• • To achieve 100% in the Merlin Mystery Shop Program.
• • Ensuring cleanliness targets are met by carrying out set cleaning rotas and undertaking ad-hoc cleaning when required.
• • When on reception monitor site access through the business reception ensuring all staff, business visitors and contractors have approved ID or have followed the sign in procedure.
• Key Accountabilities
• Operations
• • Ensuring a smooth Car Park operation, with all cars being parked safely and efficiently.
• • Assisting the smooth and seamless entry and exit of resort for all guests.
• • Take part in cleaning duties as described by the management team to ensure presentation is kept to required standard.
• • Interact with guests and ensure any issues they may have will be resolved.
• • Use our till system to sell day tickets, parking tickets, and upsell Annual Passes.
• • Any other Administrative or Operational duties as required by the management team.
• Marketing
• • To ensure all communication with employees and guests is always professional and as per training and brand guidelines.
• • Have a strong knowledge of the products we sell and upsell them where appropriate.
• Financial
• • Ensure all staff use company equipment appropriately and damage is minimised by
• following training and instruction.
• • Use upselling skills to work towards hitting department set financial and sales targets.
• • Ensure there is no stock wastage by following the training guidelines. 4. People
• • To communicate effectively with colleagues and guests ensuring there is a good level of rapport.
• • Actively seek and help to promote a positive team culture within the Front of House team.
• • Be a friendly approachable person when communicating with both Colleagues and Guests
• Health & Safety
• • To ensure that all Health & Safety Policies are followed to ensure safe working practise.
• • To promote a safe working culture
• Qualifications & Experience
• ▪ High level of motivation both self and in a team.
• ▪ Team Player.
• ▪ Uphold required standards in fast-paced, dynamic environment.
• ▪ Interpersonal and relationship building skills within team and networking with other employees at the resort.
• ▪ Problem solving and decision-making techniques.
• 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 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
• From GBP £8.00/Hr.