Responsible for the timely and efficient completion of tasks in an assigned area of operation. Responsible for consistently demonstrating the Merlin Values.  Performs a variety of duties related to general business operations and guest service. Exhibits positive customer engagement.  This position is a multi-skilled role.  Completion of Modules and Performance Eligibility will result in increased responsibilities and skill level.  This progression allows for earned pay increases from level to level.

Level 1: You will start with one Module to begin your skill journey. 

Essential Job Functions

• Assists Guests at all Resort entrances, scanning tickets and membership passes, and ensuring ease of access for Guests in wheelchairs and/ or strollers.
• Liaison with Leadership Team and Guest Services Team to resolve ticket and membership errors
• Perform manual inspections of all bags, backpacks, purses, coolers, etc. entering the Resort
• Operates computerized point of sale system. Handles credit card transactions. Ensures thorough understanding of all aspects of the system and associated procedures. Provides upsell opportunities
• Responsible for assisting in stock loss controls and participating in all Loss Prevention policies and procedures.
• Ensures stock levels are maintained and that all areas are kept in a well-organized manner.
• Responsible for selling Resort tickets and memberships via our Accesso POS system
• Experience Usher and host: Provide memorable guest service while engaging with guests as you support guest flow and capacity in assigned venue or show. Prepare venues or building experiences for guest visitation – restocking brick, cleanliness upkeep and safety checks.
• Character Escort: The Character Guide will maintain the quality of the guest experience to the high-level possible while ensuring safety as a top priority. Character escorts assist the Costume Characters as they entertain guests and create memorable experiences.
• Rides & Attractions: Learn and follow detailed ride operating procedures listed in Standard Operating Procedures manuals. Work effectively in busy environments with high noise levels.  Work effectively under pressure in situations such as ride breakdowns or upset guests.  Maintain a high level of focus to ensure safe operation. 
• Comfortable speaking to guests both one-on-one and in groups using a public address system.
• Responsible for promoting and demonstrating LEGO bricks and Merlin’s SOPs, culture and core values through words and actions
• Performs opening and closing routines as defined by the operating procedures.
• Ensures cleanliness in all aspects of workspaces.
• Maintain Merlin customer service standards by assisting guests and questions.
• Responsible for assigned locations’ daily maintenance, cleanliness and security.
• Responsible for opening and closing tasks necessary to operate assigned locations in keeping with company policy and procedure.

Other Responsibilities

SERVICE:

Responsible for the operation of assigned RETAIL locations. Performs a variety of duties related to sale of merchandise items including preparing inventory for sale, POS transactions, maintaining retail locations, and ensuring positive guest service to park visitors.

Performs duties beginning with Ride Queue Merge Point Attendant in RESERVE N RIDE and develops into customer service booth stations.

Working in ADMISSIONS is all about providing our guests with an awesome first and last impression. Tasks will include helping guests with ticket & membership needs, welcoming guests to our parking lot, ensuring a smooth entry at our bag check and scanning tickets at the main gate.

PARK OPERATIONS:

Performs OPERATIONS duties beginning with Play Area Attendant and progresses to full Ride Operator as assigned.  Learn and follow detailed ride operating procedures listed in Standard Operating Procedures manuals.

EXPERIENCE:

Join the EXPERIENCE Team to deliver memorable experiences at our shows, education classes, building experiences and costume character meet and greets. You’ll play a key support role and responsibilities will range from show usher, helping guests at LEGO building areas and taking on the key role of a costume character or escort.

BUILDING BLOCKS:

These elevated opportunities are part of your MultiSkilled journey as you increase in your skill level. You’ll need the ability to deliver a dynamic customer service experience by assisting guests in a variety of specialty roles & enhancing the experience for our guests at every opportunity!

Health & Safety

Team Members are responsible for ensuring all Health, Safety & Security measures are in line with the Group Policy (HS001). They must ensure that they follow all Company measure to ensure their own safety and the safety of others. This includes ensuring risk assessments are signed off, safe working procedures are in place and being followed for all work activities. Where incidents do occur…

Preferred experience in a commercial or Theme Park environment.  Basic math and computing skills are a requirement.  Guest service experience preferred. Experience on a Point of Sale unit is preferred.

Education:

High school graduate or General Education Degree (or equivalent education and experience) is preferred.

Work Environment

• Various areas inside and outside of the Attraction....

Working Pattern:

• Various inside, outside and enclosed locations with varying temperatures and floor surfaces.
• Exposed to wet and/or humid conditions.
• May be exposed to food allergens.
• This role requires full availability on all Holidays, including: Thanksgiving, Christmas Eve, Christmas Day, New Years Eve and New Years Day. No exceptions will be made. 

Other Requirements

• Performs other duties as assigned.
• Must be willing to work flexible hours, including evenings and weekends to support park operations.
• Attendance is a mandatory function of this job.

Physical Description:

• Ability to sit for sustained periods of time to attend on-site meetings, perform paperwork activities.
• Intermittent and prolonged standing and walking to move about the park site, and interact with employees.
• Finger dexterity sufficient to complete paperwork activities and to use a computer.
• Visual acuity sufficient to read written materials, to complete paperwork activities, and to drive.
• Hearing sufficient to communicate with individuals in person and by telephone.

I hereby acknowledge that I have read the job description & physical description provided regarding the position.  By signing, I acknowledge that I fully understand the expectations and requirements for the position and will work to the best of my ability to achieve them on a daily basis.

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.