ROLE SUMMARY
With a primary focus on guest obsession, the VIP Host plays a crucial role in making this the best place to work in the world. The VIP Host is an experienced, guest-facing, frontline employee that supports the VIP team, ensuring that a positive and memorable experience is delivered to each VIP guest.

KEY RESPONSIBILITIES

Role Modeling:
• You will play a role in ensuring smooth, efficient operation while delivering excellent guest
experiences across the resort as a trusted VIP team member.
• Attends shift meetings to review daily tasks and priorities.
• Acting as the first point of contact for VIP guest inquiries, addressing concerns, and providing
helpful information.
• Serve as a role model by maintaining professionalism and delivering high-quality guest service.

VIP Operations:
• Prepare for and deliver outstanding service and memorable experiences to VIP guests, including
but not limited to VIP tours, hotel packages, birthday parties, special events, and other VIP
offerings and experiences across the Resort.
• Understand the needs of each VIP guest and personalize experiences to fit their requests.
• Handles bookings and reservations for incoming VIP guests and sends out post-visit surveys to
collect feedback.
• Respond to VIP inquiries via email, telephone, or face-to-face contact with guests, in a
professional and timely manner.
• Act as a VIP concierge and liaison for both pre-arrival and in-park VIP guests, with a focus on
converting inquiries into sales.
• Adhere to all VIP standards and procedures.
Health & Safety:
• Maintaining health and safety protocols, handling incidents or accidents, and suggesting safety
improvements.
• 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.

WORK ENVIRONMENT, PHYSICAL DEMANDS
• Various indoor, outdoor, and enclosed locations with varying temperatures and floor surfaces.
• Exposed to wet and/or humid conditions.
• May be exposed to food allergens.
• Intermittent and prolonged sitting, standing, and walking to move about the resort and interact
with guests.
• Visual acuity sufficient to read written materials, to complete paperwork activities, and to
properly complete safety procedures.
• Hearing sufficient to communicate with individuals in person and via device.

EXPERIENCE AND QUALIFICATIONS
• Preferred experience in a guest-facing role such as a commercial or theme park environment.
• Excellent communication and collaboration skills.
• Basic math and computing skills are preferred.
• Must be willing to work flexible hours, including evenings, weekends, and holidays to support
park operations.

VALUES
A Merlin job is like no other. Our values—Own Your Craft, Go Together, Enjoy the Ride, Drive &
Discover, and We Care—guide the behaviors that set us apart. By living these values, we bring joy, create
connections, and make lasting memories for our guests, while fostering a positive and supportive
environment where everyone can thrive.
Own Your Craft:
• Continuously sharpen your expertise, seek personal growth, and help others to develop in their
roles.
• Actively listen to feedback and integrate it into improving performance.
• Stay curious and draw inspiration from both industry and the broader world to keep at the
cutting edge of entertainment.
Go Together:
• Foster strong, trusting relationships by collaborating with colleagues across teams, locations, and
cultures.
• Work together to solve problems, leveraging diverse perspectives to find the best solutions.

Enjoy the Ride:
• Bring a sense of fun, positivity, and energy to the workplace, creating a joyful environment.
• Support and encourage others during challenges, viewing setbacks as opportunities to learn and
grow.
• Cultivate a welcoming atmosphere where people feel valued, included, and like they belong.

Drive & Discover:
• Take ownership of your work, delivering excellence by seeing tasks through to completion.
• Prioritize tasks that have the greatest impact, focusing on quality over quantity.
• Proactively explore new opportunities to improve guest experiences, taking calculated risks to
drive innovation.

We Care:
• Go above and beyond for both guests and colleagues, showing thoughtfulness in every
interaction.
• Uphold uncompromising standards of safety, security, and welfare, prioritizing the well-being of
everyone.
• Actively contribute to making a positive impact on the environment and local communities,
demonstrating social responsibility in all decisions.