ROLE SUMMARY

With a primary focus on staff and guest obsession, the Senior Model Citizen (Senior MC) plays a crucial role in making this the best place to work in the world. The Senior MC is an experienced, guest-facing, frontline employee who supports the guest experience in their assigned zone. The Senior MC acts as a constant source of knowledge in their assigned zone. Senior Model Citizen plays a vital role in maintaining a clean, welcoming, and well-presented environment for our guests throughout the day.

KEY RESPONSIBILITIES

Completion of Multi-Skilled Tasks:

• Responsible for the timely and efficient completion of tasks related to business operations and guest service in an assigned area of operation. Some of these tasks include Power washing designated areas, blowing pathways and removing debris at the park, cleaning and restocking all restrooms, and cleaning benches and trash cans throughout guest areas.
• Perform elevated responsibilities, including but not limited to training, ensuring break schedules are completed in a timely manner.
• Exhibits positive customer engagement.
• This position is a Multi-Skilled role and will be trained in a variety of skills.

Role-Modeling:

• Embodying and consistently reinforcing guest service and presentation standards; setting the standard while supporting staff with the tools and knowledge to be effective in providing memorable experiences.
• Identify and create new opportunities for MCs to interact with our guests, performing role while actively displaying the Merlin values.
• Support new or less experienced team members through guidance.
• Step up during high-pressure moments to help the team stay organized and guest-focused.
• Escalate performance, behavior, and attendance concerns to the appropriate Zonal Operation Manager.

Health & Safety:

• In cases of incidents or accidents, ensure appropriate reporting is done in a timely and accurate manner.
• Actively share ideas, comments, and suggestions for improving safety within the work areas with the appropriate line manager.

EXPERIENCE AND QUALIFICATIONS

• Proven experience in a guest-facing role such as a commercial or theme park environment. Prior experience with custodial or park maintenance tasks is a plus.
• Excellent communication and collaboration skills.
• Comfortable with physical tasks including lifting, cleaning, and outdoor work in varying weather.
• Most have a record of taking initiative in leading teams through daily assignments.
• Experience in acting as a role model in safety, professionalism, and cleanliness standards.
• Must be willing to work flexible hours, including evenings and weekends, to support park operations.