Guest Service Frontline Host

Scope: Responsible for the operation of assigned Guest Services locations. Performs a variety of duties guest inquiries, assistance, and issue resolution.

Key Objectives:      

1. Provide excellent service to Resort Guests in a variety locations
2. Exhibits product knowledge and selling skills
3. Supports management team in a variety of roles and assigned duties

Main Responsibilities:

1. Operational

• Responsible for being present and available for Guests, providing excellent guest service and product knowledge per company and Resort expectations
• Responsible for assigned GS locations’ daily maintenance, cleanliness and security
• Responsible for utilizing proper tools for efficient and effective POS usage
• Responsible for opening and closing tasks necessary to operate assigned locations in keeping with company policy and procedure
• Responsible for other tasks as assigned by Management for the effective operation of assigned location

2. Financial

• Responsible for efficient use of company and area supplies
• Responsible to help support daily sales goals through guest interaction

3. People

• Responsible for promoting and demonstrating LEGO’s and Merlin’s SOPs, culture and core values through words and actions
• Responsible for continuing own growth through utilization of career development programs through collaboration with Leadership

4.  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.

5. Other

• May be assigned other activities and responsibilities within the zone as needed.

Background and Experience:

Ability to Problem-solve & some experience working under pressure

Guest Experience Oriented (Friendly, professional communication skills)

Previous customer service experience

Park Knowledge Experience

Computer Skills

We welcome applicants with bilingual or multilingual skills — these are a strong asset in our team environment.

Team oriented-positive attitude

Education:  High school diploma or general education degree (GED.)

Physical Demands:

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.

Work Environment:

Various inside and outside locations with varying temperatures and floor surfaces.

Other Job Requirements:

Must be willing to work flexible hours, including evenings and weekends to support park operations.

Physical Requirements:

• Sitting: Occasionally Frequently (34 – 66%)
• Standing: Frequently (34 – 66%)
• Walking: Frequently (34 – 66%)
• Lifts & Carries 25 – 34 pounds, Frequency – Occasionally (1-33%)
• Lifts Overhead – 25 – 34 pounds, Frequency – Occasionally (1-33%)
• Twisting: Occasionally (1-33%)
• Bending: Occasionally (1 -33%)
• Squatting/Kneeling/Crawling/Climbing: Occasionally (1-33%)
• Pulling: 35 – 50 pounds, Frequency – Occasionally (1 – 33%)
• Wrist Deviation (Side to Side): Occasionally (1 – 33%)
• Hand/Wrist Repetitions (Up and Down): Occasionally (1 – 33%)
• Reaching: Occasionally (1 – 33%)
• Grasping: Simple < 50 pounds
• Manual Dexterity/Strength: Gross motor, moderate – heavy strength 
• Pushing: 35 – 50 pounds, Frequency – Occasionally (1 – 33%)

Visual Requirements:

• Close eye work (small figures)
• Other: Depth perception, distance vision, ability to focus

Hearing Requirements – Special Requirements

• Able to consistently fulfill communication needs (alarms, phone ringing, conversation, clear acuity within 100 feet)

Working Conditions:

• Temperature: between 16 to 95 degrees
• Temperature: > 95 degrees
• Crawl Space/Cramped Position Exposed: < 1 hour per day
• Driving: None (0%)
• Noise (Loud/Repetitive, < 85 Decibels Per OSHA Standard): Occasional (1 – 33%)
• Personal Protective Equipment (E.G Respiratory Mask Etc) – Occasional (1 – 33%)

The duties & physical requirements listed above are intended only as illustrations of the various types

of work that may be performed. The omission of specific statements of duties & physical requirements

does not exclude them from the position if the work is similar, related or a logical assignment to the

position.

Benefits of Merlin Entertainments

·       Excellent health care options (medical, dental, and vision that encourage preventative care).

·       Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.

·       Merlin Magic Pass for friends and family to enjoy the parks & attractions

·       Recognition Programs and Rewards

·       401(k) program with company match

·       Tuition reimbursement programs

·       Numerous learning and advancement opportunities