Guest Experience Host - Intern
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Guest Experience Host - Intern

Merlin Entertainments

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Guest Experience Host - Intern

About the job



Guest Experience Host - Intern

About us...

LEGOLAND Florida Resort is a 150-acre interactive theme park dedicated to families with children between the ages of 2 and 12. With more than 50 rides, shows, and attractions, and uniquely themed LEGOLAND Water Park, LEGOLAND Hotel, and LEGOLAND Beach Resort inspired by the LEGO and DUPLO brands, LEGOLAND is geared towards family fun!

About the role...  **This is an Internship in conjunction with candidates being enrolled in College.  If you are not or do not plan to enroll in College for this Internship, please apply for one of our other roles.**

NOW LOOKING FOR AWESOME INTERNS!

*If you are not currently enrolled in College, please apply for another of our many roles.*

Gain real world experience partnered with unique development opportunities!

Join us for a 14-week Guest Experience Internship Program in our Commercial OR Hotel Departments
SPRING ENROLLMENT NOW CLOSED

FALL DATES TO BE ANNOUNCED - You can still apply here for more information once we have the dates set.

Apply now to be invited to interview for the internship

What can you expect as a LEGOLAND Florida Resort Intern:

Guest Experience Internship in our Commercial (including Retail, Admissions and Food & Beverage) OR Hotel Departments.
Personalized development plan tailored toward your career goals
Specialized resort involvement opportunities
Exposure to Senior Leadership
Development Workshops
Masterclasses with Industry Experts

What you can expect as a LEGOLAND Florida Resort Model Citizen:
Increased payrates starting at $12/hour
Complimentary admission to LEGOLAND Florida Resort for you and your family
Complimentary access to 130 Merlin Entertainments attractions around the world
30% discount on food, beverage, and merchandise at LEGOLAND Florida Resort
Deep discounts online at LEGO.com
Exclusive previews of new shows, rides, and attractions
Invitations to attend signature events and celebrations throughout the year
Exciting recognition and reward programs
Free public transportation through Citrus Connection
Career growth and development, and more!

This internship will require the following from you:

Commitment to the 14-week program.  This includes working an average of 20 hours per week including weekends and holidays (hours will vary based on the needs of the business).

Minimum of 280 hours worked across the Internship inclusive of 28 hours of professional development

Physical demands vary by position and may include:
- Intermittent and prolonged standing and mobility around the resort site.
- Finger dexterity sufficient to complete paperwork, use a computer and equipment.
- Visual acuity to read, complete paperwork and observe guests and equipment.
- Hearing sufficient to communicate with individuals in person and by telephone, both guests and employees.
- Repetitive lifting and moving a minimum of 30 pounds and lifting of 25 pounds
- Exposure to various cleaning chemicals, hot and cold equipment and sharp instruments that require personal protective equipment be worn for safety.
- Some tasks may require moderate lifting, bending, pushing, pulling and other similar physical activity.
- Usage of heavy equipment.

Work Environment:
- Various inside and outside locations with varying temperatures, floor surfaces and possibly confined spaces.
- May include working outdoors in >95 degree heat, high humidity, rain and other inclement weather. 
- Must be able to work in a very fast paced, customer-facing, multi-tasking environment with extreme temperature changes. 

In a recent engagement survey, our Model Citizen’s agree that LEGOLAND Florida Resort is a FUN, REWARDING, AWESOME, CHALLENGING and EXCITING place to build your career!

IS THIS FOR YOU?   APPLY NOW!

About the role...

The Guest Experience Host – Commercial Intern is responsible for the timely and efficient completion of tasks in an assigned area of operation at any given time. The program lasts 14 weeks and involves operating in two out of three functions out of food & beverage, admissions and retail OR the entire internship in Hotel roles. Alongside this, they will participate for 28 hours in formal development. Job duties will vary in each of these functions. The Intern will be responsible for consistently demonstrating the Merlin Values and exhibit positive customer service.

Admissions:
Works in Ticket Sales, Tollbooths, Turnstiles and Parking Lot to ensure a great first and last impression for our guests. The primary duties of this position are selling parking and gate tickets, distributing park maps and show times, directing automobile traffic, and ensuring a smooth entry for our guests at the turnstiles. Maintains accuracy of cash drawers.

Retail:
Responsible for the operation of assigned retail locations. Performs a variety of duties related to display and sale of merchandise items including preparing inventory for sale, processing sales, maintaining retail locations, and ensuring positive guest service to park visitors.

Food & Beverage:
Responsible for processing guests’ orders to ensure that all items are prepared properly and on a timely basis, complete back of house food prep, POS transactions, product restocking and achieve overall unit cleanliness. Follows the LEGOLAND Florida Resort safety, sanitations, and cleanliness standards and policies, as well as relative legislation.

Hotel Food & Beverage:
Maintains cleanliness standards for all areas of the restaurants. Assist servers and bartenders in clearing and cleaning tables, floors and all other areas of the restaurants. Assists in the setup and clear down of the front of house restaurant operation. Will offer friendly and efficient tableside service to all guest. May take guest orders and ensure that all items are served properly and on a timely basis. Follows all LEGOLAND Florida safety, sanitation, and cleanliness standards and polices. May work in multiple outlets and with Special Events.

Hotel Front Office:
The Front Office Desk Associate is responsible for the hotel as it relates to guest service, cash handling and overall communications.

Development:
Provided a minimum of 28 hours of paid professional development, including but not limited to masterclasses, online webinars, online training and development courses, development workshops, resort involvement opportunities and shadowing. A project will be assigned, and the intern will be expected to present their project to their managers and members of Senior Leadership.

What you’ll be doing...

Admissions:

Operation of Front Gate computerized ticket sales system – ensures thorough understanding of all aspects of the system and associated procedures. A thorough understanding of U.S currency and can handle cash and credit card transactions.
Responsible for promoting and demonstrating LEGO and Merlin’s SOPs, culture and core values through words and actions
Performs opening and closing routines as defined by the operating procedures, including cashing in and out.
Assists guests at the turnstiles – operating the Disabled Access Gate when necessary and assisting Guests with strollers. Liaison with General Admissions/Guest Services Lead to resolve any ticket errors at the turnstiles.
Ensures cleanliness in all aspects of the Ticket Booths and Turnstiles areas.
Oversees the operations and safety for all play / build areas in their designated area are operating at the maximum capacity in the safest way possible.
Ensures stock levels of Park Guides, show times and tickets are maintained and that all areas are kept in a well-organized manner.

Food and Beverage:
Maintain Merlin customer service standards by assisting guests and questions and available seating.
Clear and clean all tables once guests have left, ensuring the space is ready for the next guest to eat.
Cleaning of guest self-service stations such as fountain areas, condiment spaces, utensil/napkin dispensers, etc.
Safely use restaurant equipment to prepare food including fryers, grills, ovens and other food prep equipment in line with policy and procedures.
Restocking of condiments, utensils, and napkins where necessary.
Emptying of garbage bins in guest areas.
Cleaning up of spills, spot mopping and sweeping where necessary. 

Retail:

Responsible for assisting in stock loss controls and participating in all Loss Prevention policies and procedures.
Responsible for utilizing proper tools for efficient and effective POS usage.
Responsible for assigned store locations’ daily maintenance, cleanliness, and security.
Responsible for opening and closing tasks necessary to operate assigned store locations in keeping with company policy and procedure.

Hotel Food & Beverage:
Keep restaurant tables, floors and all areas of the restaurants and bars clean and orderly.
Assists servers, bartenders and greeters with smooth operations of the restaurants.
Will assist in the set up and clear down of tables, service stations, buffet area, beverage area, bar area and other areas assigned both front and back of house operation.
Must follow and implement all the LEGOLAND Florida policies and procedures regarding proper sanitation and cleanliness standards.
Must be knowledgeable on all LEGOLAND food safety and HACCP procedures and responsible for implementing and maintaining any relevant procedures and records.

Hotel Front Office
Ability to deliver a dynamic guest service experience by assisting  guests with checking in/out, requests, complaints and concerns.
Checking guests in and out of the resort, ensuring proper credit is received, special requests are noted and fulfilled and accurate information is established.
Maintain and improve the quality of guest service.
Process all payments in accordance with established hotel policies.
Provide information and assistance to all guests and visitors.
Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.
Provide prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls that transpire through the PBX.
Assist guest services, safety services, housekeeping and engineering teams with accommodating guest requests.

Other Internship Responsibilities:

Committed to the 14-week program which includes at least 28 hours of professional development
Completion of an individual project at the end of the internship which will be presented to members of the leadership team.
Responsible for actively working through assignments in Intern Workbook and completing all assigned tasks
Maintain Merlin customer service standards by assisting guests and questions and available seating.
Clear and clean all tables once guests have left, ensuring the space is ready for the next guest to eat.
Cleaning of guest self-service stations such as fountain areas, condiment spaces, utensil/napkin dispensers, etc.
Safely use restaurant equipment to prepare food including fryers, grills, ovens and other food prep equipment in line with policy and procedures.
Restocking of condiments, utensils, and napkins where necessary.
Emptying of garbage bins in guest areas.
Cleaning up of spills, spot mopping and sweeping where necessary.

Who we’re looking for...

Commitment to the 14-week program.  This includes working an average of 20 hours per week including weekends and holidays (hours will vary based on the needs of the business).
Minimum of 280 hours worked across the Internship inclusive of 28 hours of professional development
Enrollment in College

Must be at least 18 years old or have graduated high school.

What you'll get...

In addition to a fun and friendly environment, you will also find: competitive salary free entry to LEGOLAND Florida Resort (which also extends to family and friends) 30% discount on LEGOLAND Florida Resort food, beverage and retail products, tuition assistance, free unlimited usage of the local transit system

Furthermore you will enjoy continuous support and opportunities to branch out and develop your career within LEGOLAND and Merlin Entertainments!

** Please consider whether you'll be able to travel to and from the Resort. Some shifts may fall into unsociable hours.**

About Merlin Entertainments 

LEGOLAND Florida Resort is part of Merlin Entertainments. A business built on fun, Merlin is a global leader in location based, family entertainment. As Europe's Number 1 and the world's second-largest visitor attraction operator, Merlin now operates over 100 attractions, 15 hotels, and 6 holiday villages in 24 countries and across 4 continents.  Our aim is to deliver unique, memorable, and rewarding experiences to millions of visitors across our growing estate of the best known names in global leisure.

Everyone Matters at Merlin.   
At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters! Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry. 


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Guest Experience Host - Intern

Winter Haven, FL, United States

Full-time, Indefinite

Start Date:

Latest start date:

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