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 enthusiastic Guest Excellence Hosts – Call Centre Advisors to join our team. In this role, you will be the first point of contact for guests, providing outstanding service over the phone. Your role will be vital in ensuring guests have a seamless experience from the moment they inquire about their visit to the time they arrive at the park.
Key Responsibilities
Customer Service Excellence: Provide friendly, knowledgeable, and efficient support to guests via phone, answering queries related to bookings, attractions, events, and resort services.
Problem Solving: Handle guest inquiries and concerns, offering solutions and ensuring their needs are met promptly and professionally.
Resort Knowledge: Educate our guests about park offerings, ticket options, and events to enhance their visit experience.
Record Keeping: Maintain accurate records of guest interactions and feedback, ensuring all inquiries are logged for future reference.
Team Collaboration: Work closely with other team members to ensure a cohesive approach to guest service and communication.
Continuous Improvement: Share guest feedback and insights with the team to help improve overall guest satisfaction.
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