Merlin Entertainment
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.
In this role, you will be the first point of contact for guests, providing outstanding service over a range of platforms such as calls, live chat, social media messaging, emails and review sites. Your role will be vital in ensuring guests have a seamless experience from the moment they enquire about their visit to the time they arrive at one of our attractions.
What You’ll Be 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.