ROLE Summary
With a primary focus on guest obsession, the Resort Operations Host - Experience plays a crucial role in making this the best place to work in the world. This position will be trained in a variety of skills to best support guest service and zonal operations focusing in the areas of admissions, retail and ushering duties. Responsibilities include assisting guests with purchases, managing ticket sales and entry processes, and assisting our guests at one of our many attractions around our resort. By integrating these roles, the Resort Ops Host - Experience ensures a seamless and enjoyable experience for all visitors by exhibiting our Merlin Values through positive customer engagement.
Key responsibilities
Zonal Operation:
- You will work in a variety of zones across the resort, completing key functions of different areas to ensure smooth operations and excellent guest service while promoting company values.
- Ensure efficient guest flow and provide exceptional service at entrances, ticket scanning, and admission areas.
- Complete retail tasks in a timely manner, including handling sales transactions and inventory, stock loss control, loss prevention, and providing upselling opportunities.
- Assist with shows, educational classes, and building experiences, including venue preparation and guest engagement.
- Performs opening and closing routines as defined by the operating procedures.
- Liaison leadership team to resolve any resort wide guest issues.
- The employee will adapt to various roles and responsibilities, working collaboratively to enhance the guest experience across different zones of the resort.
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.