Job Overview
Compensation
Hourly
Exact $17.50
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Paid Time Off
recognition programs
401(k) matching
Tuition Reimbursement
Learning and advancement opportunities
Job Description
Merlin Entertainments is one of the world's leading location-based entertainment companies, operating a diverse portfolio of world-famous brands including LEGOLAND, Madame Tussauds, SEA LIFE, and more. Known for creating magical experiences that bring families and guests together, Merlin Entertainments offers a dynamic and engaging work environment centered on fun, safety, and exceptional guest service. With locations all over the world, Merlin continues to grow its reputation as a global entertainment leader committed to inclusivity, diversity, and sustainability in the workplace.
The Resort Operation Model Citizen role at Merlin Entertainments is an exciting opportunity for individuals passionate about providing outstanding guest experiences in a vibrant theme park setting. This multi-skilled position requires employees to perform a variety of duties across business operations and guest service areas, ensuring the timely and efficient completion of assigned tasks while embodying the company’s core values. Employees start at Level 1 with foundational modules designed to provide a clear progression path where increased responsibilities and enhanced skill levels lead to pay increases. This journey supports ongoing personal and professional growth within the company.
As a Resort Operation Model Citizen, team members are entrusted with tasks such as assisting guests at resort entrances by scanning tickets and membership passes, ensuring ease of access for guests with special needs like wheelchairs and strollers, and conducting manual inspections of bags for security. The role emphasizes positive customer engagement and collaboration with the leadership and guest services teams to resolve issues such as ticket and membership errors efficiently.
Team members will also operate computerized point of sale systems, manage credit card transactions, and actively provide upselling opportunities to boost merchandise and ticket sales. Maintaining stock levels, ensuring retail areas are organized, and assisting with loss prevention policies are additional responsibilities. Beyond retail, employees may assume roles such as ushers and hosts by facilitating guest flow and capacity management in venues or shows, maintaining venue cleanliness and safety. The position also offers the chance to operate rides and attractions by following detailed standard operating procedures, working effectively in busy and noisy environments, and responding calmly to situations such as ride breakdowns or upset guests.
Public speaking using address systems, demonstrating Merlin's SOPs, culture, and core values in everyday actions, performing opening and closing routines, and upholding cleanliness across workspaces are integral to the role. Employees contribute to daily maintenance, security, and smooth operation of assigned locations while maintaining high customer service standards.
Merlin Entertainments values health, safety, and security highly. Team members must comply with all group policies ensuring safe working practices are in place and followed. The role is physically demanding, requiring prolonged standing, walking, bending, twisting, and manual dexterity. Team members must be comfortable working in various indoor and outdoor settings, including exposure to different weather conditions and occasional noise.
Ideal candidates will have prior experience in commercial or theme park environments, have basic math and computer skills, and guest service background. A high school diploma or equivalent education is preferred. Flexible availability is essential, including the ability to work holidays, weekends, and evenings to support operations.
Joining Merlin Entertainments means becoming part of a globally recognized company dedicated to delivering unforgettable guest experiences while promoting an inclusive and diverse workplace culture where everyone is valued. The company offers competitive compensation starting at $17.50 per hour along with excellent health care options, paid time off, employee recognition programs, 401(k) matching, tuition reimbursement, and ample learning and advancement opportunities. At Merlin, everyone matters, and the commitment to creating safe, welcoming environments for both guests and staff is unparalleled.
The Resort Operation Model Citizen role at Merlin Entertainments is an exciting opportunity for individuals passionate about providing outstanding guest experiences in a vibrant theme park setting. This multi-skilled position requires employees to perform a variety of duties across business operations and guest service areas, ensuring the timely and efficient completion of assigned tasks while embodying the company’s core values. Employees start at Level 1 with foundational modules designed to provide a clear progression path where increased responsibilities and enhanced skill levels lead to pay increases. This journey supports ongoing personal and professional growth within the company.
As a Resort Operation Model Citizen, team members are entrusted with tasks such as assisting guests at resort entrances by scanning tickets and membership passes, ensuring ease of access for guests with special needs like wheelchairs and strollers, and conducting manual inspections of bags for security. The role emphasizes positive customer engagement and collaboration with the leadership and guest services teams to resolve issues such as ticket and membership errors efficiently.
Team members will also operate computerized point of sale systems, manage credit card transactions, and actively provide upselling opportunities to boost merchandise and ticket sales. Maintaining stock levels, ensuring retail areas are organized, and assisting with loss prevention policies are additional responsibilities. Beyond retail, employees may assume roles such as ushers and hosts by facilitating guest flow and capacity management in venues or shows, maintaining venue cleanliness and safety. The position also offers the chance to operate rides and attractions by following detailed standard operating procedures, working effectively in busy and noisy environments, and responding calmly to situations such as ride breakdowns or upset guests.
Public speaking using address systems, demonstrating Merlin's SOPs, culture, and core values in everyday actions, performing opening and closing routines, and upholding cleanliness across workspaces are integral to the role. Employees contribute to daily maintenance, security, and smooth operation of assigned locations while maintaining high customer service standards.
Merlin Entertainments values health, safety, and security highly. Team members must comply with all group policies ensuring safe working practices are in place and followed. The role is physically demanding, requiring prolonged standing, walking, bending, twisting, and manual dexterity. Team members must be comfortable working in various indoor and outdoor settings, including exposure to different weather conditions and occasional noise.
Ideal candidates will have prior experience in commercial or theme park environments, have basic math and computer skills, and guest service background. A high school diploma or equivalent education is preferred. Flexible availability is essential, including the ability to work holidays, weekends, and evenings to support operations.
Joining Merlin Entertainments means becoming part of a globally recognized company dedicated to delivering unforgettable guest experiences while promoting an inclusive and diverse workplace culture where everyone is valued. The company offers competitive compensation starting at $17.50 per hour along with excellent health care options, paid time off, employee recognition programs, 401(k) matching, tuition reimbursement, and ample learning and advancement opportunities. At Merlin, everyone matters, and the commitment to creating safe, welcoming environments for both guests and staff is unparalleled.
Job Requirements
- Must be willing to work flexible hours including evenings, weekends, and holidays
- Full availability on all holidays including Thanksgiving, Christmas Eve, Christmas Day, New Year's Eve, and New Year's Day
- Provide at least one weekend day (Saturday or Sunday) availability
- Required to attend all scheduled work shifts as attendance is mandatory
- Able to work in various indoor, outdoor, and enclosed park locations with varying temperatures and conditions
- Physically able to stand, walk, bend, twist, and perform manual dexterity tasks frequently
- Must perform opening and closing routines and maintain cleanliness and security of assigned areas
- Willingness to perform additional duties as assigned
Job Qualifications
- High school graduate or General Education Degree (or equivalent education and experience) preferred
- Prior experience in commercial or theme park environments preferred
- Basic math and computing skills
- Guest service experience preferred
- Experience operating point of sale systems preferred
- Ability to communicate clearly and effectively with guests and team members
- Comfortable working in fast-paced, busy, and noisy environments
- Ability to follow detailed operating procedures and safety guidelines
Job Duties
- Assist guests at resort entrances by scanning tickets and membership passes and ensure ease of access for guests in wheelchairs or strollers
- Liaise with leadership and guest services teams to resolve ticket and membership errors
- Perform manual inspections of all bags and personal items entering the resort
- Operate computerized point of sale system and handle credit card transactions
- Assist in stock loss controls and maintain stock levels and orderly retail areas
- Sell resort tickets and memberships via Accesso POS system
- Provide guest service as usher and host, support guest flow and capacity in assigned venues or shows
- Learn and follow detailed ride operating procedures and maintain safe ride operations
- Communicate effectively to guests one-on-one and in groups using public address systems
- Promote and demonstrate LEGO bricks and Merlin’s SOPs, culture, and core values
- Perform opening and closing routines and ensure cleanliness of workspaces
- Maintain daily maintenance, cleanliness, and security of assigned locations
- Support retail merchandise sales including inventory preparation and POS transactions
- Assist guests with ticketing and membership needs, parking welcome, bag checks, and main gate scanning
- Follow health, safety, and security policies and participate in risk assessments
Job Location
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