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Job Title: Guest Experience Team Member

Team: Guest Experience 

Responsible to: Guest Experience Supervisors

Employment Type: Temporary, Part-time/Full-time roles


Why we’re here: At Chill Factorᵉ, our mission is to be the number 1 visitor attraction in the North and we will do this by consistently amazing, educating and inspiring our guests. We continuously invest in both our unique environment and our team; who passionately deliver memorable, fun and safe activities, along with outstanding guest service.

We will only achieve our mission by employing individuals whose personal values are aligned with our team values. We are looking for passionate people, who can live the spirit of challenge, seek to amaze in how and what they deliver, can do the right thing and be professional.

Welcome to Chill Factore!

Why you’re here: The Guest Experience Team Member role is to provide an amazing booking experience to all guests across the entire booking and check-in process, maximising sales and profitability. This will incorporate the Call Centre, party sales and associated admin, book again desk (iPad), Guest Reception and Clothing.

To be successful you will need to have the following skills, knowledge and experience:

  • Previous experience with-in Customer or Guest Service/Call Centre.
  • An interest in the Snowsports and the Leisure industry, and a genuine passion for our products will be invaluable.
  • Excellent and confident communication and written skills.
  • Being able to work independently.
  • Ability to deal with Guests and employees in sometimes stressful situations.
  • Tenacity for high standard of guest service – wanting to meet and serve guests – a complete understanding of guests needs in line with the brand offering and product delivery.
  • An ability to demonstrate a guest focused approach.
  • Excellent interpersonal, communication and organisational skills.
  • An ability to build rapport with all levels of the team and the wider business which will deliver inspiration and delivery of results by the operations team.
  • A good knowledge and understanding of the technical aspects of the following: -
    • Rota system & scheduling.
    • Booking system & scheduler in use by Chill Factore.
    • Microsoft Office and associated systems.
    • The duties and responsibilities of all Guest Services.
    • Operational protocols and Health & safety requirements in relation to the guest experience and staffing of areas.
  • Demonstration of the energy, ability and commitment demanded by this role.
  • Flexibility to your shifts including regular weekend work.


This is a unique opportunity to further your career with a growing business and in addition to this we offer the following benefits:

  • A unique working environment
  • Company recognition and incentive schemes
  • Team Member of the month award
  • Team social events – including Christmas and Summer parties
  • Department and cross department training
  • Employee Assistance Programme
  • Enhanced Company Sick Pay scheme
  • Trafford City ‘Tribe’ Membership – for local discounts
  • In Store Partner Discounts
  • Weekly Staff ‘Shred’ – Employee only slope time
  • Unlimited use of the main slope
  • Unlimited Snowsports lessons
  • 30% friends and family discount

Find out more about our benefits here

Please note: Chill Factore is a popular leisure destination and operates 364 days a year. Guest Experience Team Members should be available to work week days and weekends, including public holidays.

To apply, please send your CV and a covering letter to by Monday 6th January 2020. Applications submitted after this deadline may not be considered.  Interviews will take place on Monday 13th January 2020 in the evening.

All job applications will be treated confidentially in line with our privacy policy, a copy of which can be found at