Key Objectives

Provide a high level of customer service to all MCs and guests while providing them a secure environment.  Will complete injury/incident reports and ensure safety and security compliance throughout the Resort.

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Main Responsibilities:

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Operations

• Maintains access control
• Patrols Park, Hotel, Sea Life Aquarium and all employee areas
• Writes detailed and accurate incident/injury reports
• Responds to calls for service including but not limited to:
  • Disturbances
  • Lost children
  • Intoxicated/disorderly persons
  • Lost/stolen items
  • Theft
  • Vandalism
  • On-property traffic collisions
  • Medical incidents (alongside Park Health Services team)
  • Fire/panic alarms
  • Money escorts
  • Key assists
  • Suspicious person reports
• Operates Park Dispatch Center (utilizing CAD operating system)
• Surveillance of Resort utilizing CCTV system
• Guest screening at park entrances (bag checks)
• Employee/vendor exit screening

​Financial

Will work alongside Profit Protection team to investigate and document instances of theft, ticket scalping, or related issues

Provide surveillance (both in uniform and in plain clothes

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People

Provide excellent service and customer/guest relations to all MCs and Park guests

Respond to guest disturbances and deescalate situations. If unable to deescalate, activate CPD.

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Health & Safety:

• Will provide CPR, basic First Aid, & AED use to guests and MC’s when necessary
• Record “Near Miss” incidents and enter into reporting system
• Assist with Facility Inspections and Safety Audits

Background & Experience:

• Excellent communication skills, reasoning and interpersonal skills are required in this job. 
• Excellent phone, radio and person to person communication skills are essential to this position. 
• Prior theme park experience is helpful.
• The ability to remain calm under pressure and in high stress situations is required.
• Must be at least 18 years of age
• Must have a valid Driver’s License with a safe driving record
• Must be willing to work flexible hours including evenings, weekends, holidays and graveyard to support park operations

What You'll Get...

Alongside company paid holidays, you can also look forward to enjoying a great benefits package, free tickets to Merlin attractions globally and 30% discount in our retail shops and restaurants.

Everyone Matters at Merlin.  

At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters! Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.