Alton Towers Theme Park

Customer Service Roles - Alton

Alton, Stoke-on-Trent
12 Jan 2017
19 Jan 2017
Job Type

2017 Hotels - Customer Service Roles​

We are the Alton Towers Resort and we are part of the magical Merlin Entertainments!

We are looking for enthusiastic people to join us in Customer Services role for our 2017 season.  We're looking to fill vacancies in the following areas - please familiarise yourself with the roles below, and pick your preferences in the questions when you are asked.  We will allocate your application to your top preference wherever possible, however reserve the right to choose the department where some more vacancies than others.  It may be a good idea to find a pen and paper to mark down your choice of roles, as you will be asked later on in the questions.

ANIMAL INFORMATION HOST:  In this role you'll make it your mission to get our guests hooked on marine life and its conservation.  You'll be committed to delivering memorable experiences for our guests on a daily basis and to inform guests about the creatures on display.  You'll also make sure the public areas are clean, tidy and safe throughout the day.  Pay rates in line with National Minimum Wage/National Living Wage.

WASTE & ENVIRONMENTAL MANAGEMENT OPERATOR:  In this role you'll be responsible for safe and efficient disposal of Park and Hotel waste, helping to minimise the effect our business has on the environment.  Duties include litter picking, driving road sweepers and tractors, emptying trailers, recycling waste and operation of pressure cleaning equipment.  You need to be able to work without direct supervision.  You need to be over 21 with a clean driving licence (preferably with category C1).  Pay rate in line with NMW/NLW.

FIRST RESPONDER:  Our Community First Responders are based in our on site medical centre but could be all over the Resort or even in the local area.  You'll use your First Responder or Technician qualification to treat guests and employees, attend to park and hotel medical incidents as well as responding to offsite calls.  You'll also help with special events and conduct drug and alcohol tests.  This is a day position but may be required to work nights on occasion.  Pay rate is £7.87 per hour.

FOOD & BEVERAGE HOST:  In this role you'll work within a guest facing team, you'll deliver service to the highest standard, ensuring we exceed the expectations of all of our guests through preparation, production and service.  Whether it be working in one of our fantastically themed restaurants and bars or one of our varied quick service operations, you'll have the chance to gain experience in many diverse areas of our business.  Pay rates in line with NMW/NLW.

FOOD & BEVERAGE TEAM LEADER:  As per the Food & Beverage Host above, however in this role you will take on extra responsibility, including team management, running a shift, cash handling duties, profit protection and stock.  Pay rate is £7.48 per hour.

CUSTOMER SERVICES HOST:  In this role you'll be involved in a lot of customer engagement via an array of channels such as email, phone, social media as well as delivering excellent service throughout the wider Resort.  The team ensure a positive approach to all Resort responses via email, telephone as well as online through Facebook, Twitter, Instagram and Trip Advisor!  We're here to make sure our guests have a great experience by providing a helping hand around the Resort, giving directions, solving issues and capturing guest feedback using handheld Ipads.  Pay rates in line with NMW/NLW.

CUSTOMER SERVICES TEAM LEADER: As per the Customer Services Host role above, with added responsibility for team management and organisational duties. Pay rate is £7.48.

RETAIL HOST:  In this role you'll create magical experiences for our guests by offering an exciting range of products from one of our many themed shops.  You'll be part of a highly motivated team, recruited to drive sales through performance and customer service excellence.  This role is completely guest focused and you'll need to be able to provide outstanding service to our guests to ensure that they have a great day with us.  Pay rates in line with NMW/NLW.

RETAIL TEAM LEADER:  In this role you'll ensure our shops are fully operational and that budgeted revenues are achieved on a daily basis.  You'll liaise with your Retail Manager as part of your day to day role to achieve total success of the retail operation.  You'll motivate and lead a team of 5-15 Retail Hosts on a daily basis, in a high volume, high pressure environment.  You'll be responsible for company property, shop keys, equipment and daily revenue.  Other responsibilities include assisting with training, ensuring food hygiene and safety regulations are followed and stock control.  Pay rate is £7.48.

RIDE HOST:  In this role you'll be committed to delivering memorable experiences for our guests on a daily basis and to help with the operation of our rides and attractions.  You will ultimately be responsible for the safety and enjoyment of any guests on the ride, whilst also maintaining cleanliness and our strict safety policies.  Pay rates in line with NMW/NLW.

SALES & CUSTOMER SERVICE HOST:  In this role you'll provide guests with not only a fantastic experience during their visit, but also ensure we make them aware of the wide range of additional products available.  By hosting a wide range of positions across the Resort, from Sales Booths to the Resort Box Office, you'll be part of a team motivated to drive sales and hit targets on products ranging from Fastrack tickets, Hotel stays, Merlin Annual Passes and many more diverse products.  Pay rates in line with NMW/NLW.

SALES & CUSTOMER SERVICE TEAM LEADER: In this role you'll take a hands on approach to leading a team who provide guests with not only a fantastic experience during their visit, but also ensure we make them aware of the wide range of additional products available. The role involves hands on customer interaction and upselling as well as assisting the management team with the day to day operations of leading the team. The team host our Box Office and a number of booths across the Resort, a highly motivated team recruited to drive sales of various ticket upgrades including Fastrack tickets, Towers 2 Tickets, Annual Passes, Extraordinary Golf and many more! Pay rate is £7.48.

TOILET CLEANER:  In this role you'll ensure a high standard of cleanliness is maintained throughout each day, the role involves cleaning toilets, wash hand basins, floors etc.  You are tasked with making sure supplies are readily available and all equipment is in working order in all toilet areas, so you need to be well organised.  Experience working within a service or cleaning related industry would be advantageous, and you need to be able to work without supervision.  Pay rate is £7.16 up to 24, £7.20 for 25+.

WAREHOUSE ASSOCIATE:  In this role you'll help to maintain our supply chain, ensuring all Resort stock and goods get to where they need to be on time.  Various responsibilities of this role include completing the delivery chain from external suppliers, receiving and managing our goods in, delivering stock to all areas of the Resort, managing Hotel deliveries, operating forklift trucks, picking merchandise and assisting in stock counts.  To fulfil this role you must be aged 18 or over and hold a full UK driving licence.  Rate of pay is £7.33 per hour.

ADMISSIONS TEAM LEADER:  In this role you'll be overseeing the daily running of an area of our Admissions operation which could be turnstiles, car parks or cashiering.  You'll motivate and lead a team of Admission Hosts and/or Cashiers, ensuring our guests receive an outstanding first impression and have a smooth and efficient entry to the Resort.  You'll anticipate and respond to operational problems, deal with customer queries and complaints, and do all you can to maintain and recover the guest experience when necessary before escalating to senior management.  You'll assist in recruitment and training of new and returning Admissions Hosts and Cashier and you will proactively develop team members by way of coaching and development.  You will ensure that the company's profit protection procedures are adhered to across the department and maintained at all times.  Rate of pay is £7.48 per hour.

WELCOME CASHIER:  In this role you'll be responsible for assisting our guests in purchasing the tickets that best suit them and upselling where appropriate.  You will also deal with pre-booked ticket collection and the selling of car park tickets.  Cash handling including vouchers is involved so a high level of accuracy is required and it is essential that all training is followed and profit protection and tickets procedures are followed correctly.  You'll be responsible for completing audit paperwork and the cashing up of your till each day.  Maintaining a high standard of customer service and answering guest queries is crucial and an awareness of department targets is expcted.  Hours range from 3 to 12 per day.  Pay rates in line with NMW/NLW.

WELCOME HOST:  In this role you'll be one of the first and last employees that a guest will come into contact with, so it's your job to make a fantastic first and last impression for our guests.  The role involves all aspects of ensuring guests have a smooth, efficient and memorable entrance to the Resort including operation of the turnstiles including annual pass checks, cash handling, traffic management car parking.  Maintaining a high standard of customer service and safety is crucial so a good knowledge of the Resort is needed to answer various guest queries.  There are a range of procedures to be followed including profit protection, health and safety in line with training.  Hours range from 5 hours to 12 hours per day.  Additional training can be offered in order to cover Team Leader positions as and when required.  Pay rates in line with NMW/NLW.

All of our pay rates start at £6.50 irrelevant of age.

Contracts will run from March 2017 until November 2017.

We offer flexible opportunities in a totally unique environment.