Performs a variety of duties related to Guest service, ride safety, and business operations. Exhibits positive customer engagement, always demonstrating the Merlin Values. This position is a multi-skilled role which will receive training in multiple departments, with Rides & Attractions a requirement. Rotates between multiple departments as business needs dictate.

Rides and Attractions:

Responsible for performing operations duties across a variety of different attractions as a Ride Host and Operator; learning and following detailed ride operating procedures listed in Standard Operating Procedures manuals, ensuring the highest levels of safety are always adhered to while delivering guest obsessed levels of service and maximizing attraction efficiency to keep queue times to a minimum. 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. 

Retail:

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. 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.

Admissions:

Responsible for 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 and manning our toll booths, ensuring a smooth entry to our Resort, and scanning tickets at the main gate. Assists Guests at all Resort entrances, scanning tickets and membership passes, and ensuring ease of access for Guests in wheelchairs and/ or strollers.

Experience:

Responsible for delivering memorable experiences at our shows, education classes and building experiences. You’ll play a key support role, and responsibilities will range from show usher, helping and playing with guests at LEGO building areas and our 4D movie theater. 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.

Hotel:

Responsible for ensuring the fun doesn’t stop; in this area you could be assisting guests with check in or delivering memorable experiences at our mini golf or smores fire pit.

Resort Quality:

Responsible for presentation duties across the resort always ensuring the highest possible levels of cleanliness, from keeping our trash cans well maintained to making sure our guest restrooms are always looking their best.  

Water Park:

Responsible for keeping our guests cool and the waves flowing, duties will include slide attendant roles monitoring that our guests are having fun in the safest possible way and maintaining compliance with trained Standard Operating Procedures.   

Main Responsibilities, including but not limited to:

• Must be able to work in safety-critical Ride Host / Ride Operator positions.
• Liaison with Leadership Team and Guest Services Team to resolve any resort wide guest issues.
• Responsible for assisting in stock loss controls and participating in all Loss Prevention policies and procedures.
• Responsible for promoting and demonstrating 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 Guest Obsessed customer service standards, regularly speaking and engaging with Guests.
• 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.

   

Health & Safety:

Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake, and they must not use any tools or equipment for which they have not been trained.  Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

Background and Experience:

Preferred experience in a commercial or Theme Park environment. 

Basic math and computing skills are preferred.

Work Environment:

• 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.

Other Job 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.

Background and Experience:

Preferred experience in a commercial or Theme Park environment. 

Basic math and computing skills are preferred.

Education:

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