Responsibilities
* A friendly, confident, and professional approach, acting as the face of Thorpe Shark Cabins
* A passion for delivering outstanding guest experiences and ensuring smooth front office operations
* Strong leadership skills, supporting and managing Front Office Hosts to maintain high performance
* Excellent communication skills, with the ability to engage effectively with guests and hotel stakeholders
* The ability to handle guest feedback, complaints, and more complex issues with confidence and professionalism
* A proactive mindset to maintain and elevate standards across all guest areas
* Strong organisational skills, ensuring checklists, KPIs, and operational processes are consistently met
* A high level of integrity and responsibility when handling guest property and sensitive situations
* The ability to think quickly and resolve issues during duty manager shifts
* Flexibility to support operational needs, including evenings, weekends, and peak periods
Qualifications & Experience
* Previous experience in a hotel front office or hospitality role
* Proven experience in people management or team leadership
* Strong background in delivering exceptional customer service
* Experience handling guest complaints and resolving issues effectively
* Familiarity with hotel systems such as Opera, Visionline, Avius, and Accesso (preferred)
* Good communication and organisational skills
* Ability to work in a fast-paced environment and prioritise tasks effectively
* Commitment to following company policies, procedures, and health & safety standards
* Willingness to complete all required onboarding and training
Benefits
* Monthly Bonus based on guest satisfaction
* 25% discount in our retail shops and restaurants and 40% off LEGO online
* Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
* Discounted rates at Merlin hotels all over the world
* Employee pricing up to 55% off cinema tickets
Pay Range: GBP £13.50/Hr.
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