Are you a LEGOLAND enthusiast who loves sharing your knowledge with other people? Do you have a charming personality and skilled at anticipating others’ needs to make people happy? Do you thrive in an environment where every day is different? If you’ve said yes to all these things and can see yourself spending an entire day of fun creating memorable experiences for VIP guests, this job might be for you!

Essential Job Functions:

Must enjoy working directly with Guests and have experience in a guest focused role:

• Must have an extensive knowledge of LEGOLAND Parks, the LEGO Group, and Merlin Entertainments or an ability to quickly learn a large amount of information
• Must be able to deliver information and interact with guests in a conversational manner.
• Ability to read people and predict their needs
• Must be able to work well under pressure, and dedicated to providing outstanding service without compromising safety
• Excellent and professional verbal and written skills are required for all forms of communication to Guests and colleagues
• Must be able to perform all physical aspects of the role including prolonged standing, walking, and carry, push, and pull items up to 20 lbs.
• Ability to ride all rides and attractions in the Resort.

Other Responsibilities:

• Act as a representative (Ambassador) of the resort by meeting or exceeding our Guest Service expectations as outlined in our Guest Obsessed program
• Recognizing aspects of resort, company, and LEGO information that a VIP group will find interesting, educational, and entertaining.
• Ability to quickly build a relationship with a VIP group, identifying the parameters of each member, and outlining their Experience in the resort based off your research and park knowledge
  • Recommend attractions to visit/ride/view, restaurants, and other amenities that can entertain/benefit your group.
  • Being mindful of what attractions the children can enjoy based on safety restrictions, age requirements.
• Examples:
• Responsible use of a VIP Company Credit Card
• Ensures that resort operations are not hindered in any way during the tour, including but not limited to the wellbeing of other guests and MCs.
• Ensure Safety is our #1 priority: a VIP Tour Guide must ensure that guests meet the age, height, weight, and any other restriction of each attraction they partake in
• May be asked to act as a sales agent for the VIP Experience or a Park Ambassador helping out other guests in the resort
• Willingness to learn experiences including (but not limited to): LEGO Builds, SEA LIFE animal encounters, Factory Tour, and park orientation.

Physical Demands:

• May be required to stand/walk for over 12 hours in a single day
• May be required to ride every ride/attraction within the Resort
• Often is pushing strollers, and/or pulling/picking up personal items of the guests

Preferred:  

• 2 years or more with LEGOLAND California or a background in guest service, performing arts, or education.
• Fluent in any language in addition to English (preferably Spanish or Mandarin, but any additional languages are a plus)
• Proficient knowledge and skill of Microsoft Outlook and Word.
• Cash handling experience.

Other Requirements:

• Fluent in any language in addition to English (preferably Spanish or Mandarin, but any additional languages are a plus)
• Proficient knowledge and skill of Microsoft Outlook and Word.
• Must be 18+ y/o
• Must be willing and able to work flexible hours, which include days, nights, weekends, and holidays to support Resort Operations.

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.

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.