Merlin Entertainment
Guest Services Team Leader
Location: Thorpe Park, KT16 8PN
Hours: Fully Flexible; working up to 5 days out of 7
Contract Type: Seasonal, until November 2025
In this role we are looking for someone who will act as the Daily Duty Manager for the Guest Services team, providing support and leadership to a daily team of around 6 to 10 Hosts each day. Duties include, but are not limited to:
Briefing the Guest Services host team each day to cascade operational information and set them up for their shift.
Overseeing the daily operation of our Guest Services & Accessibility Kiosk units.
Ensuring all members of the team uphold a consistent & high standard of customer service, providing accurate information and suitable resolutions to any feedback submitted on-the-day.
Managing staff performance day to day, flagging any potential improvement factors and acting upon them efficiently.
Pull KPI statistics each day and understand the meaning of each score. Distributing these results through daily briefs and feedback reports.
Assist in managing the Ride Access Pass system.
Overlook unit presentation, ensuring both units are kept organised and tidy throughout the day.
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