Company Profile

Merlin Entertainments Group

Evidence of a positive working environment

Merlin's most recent annual employee opinion survey recorded a 77% overall satisfaction rating which confirms why our staff turnover is relatively low and seasonal workers return year after year. The following initiatives have helped towards this achievement: Our employees receive benefits such as complimentary tickets to our attractions, discounts within the attractions, free or subsidised buses to anf from work, subsidised canteens and regular social events. Monthly team briefings ensure transparent management and keep employees at all levels abreast of company activities and objectives. Recognition is given for good individual and team performance through our range of awards and incentives. At some locations, staff and their families are invited out of hours to taste new menus so that they know what they are serving and it also gives their families an insight into their job. As well as fun interaction with our customers on a daily basis, these initiatives create an exceptional atmoshphere which is second to none and is an essential part of our uniqueness as hospitality employers.

Evidence of continued professional development

The company puts great emphasis on professional development and provides a clear structured process to ensure that each individual is properly nurtured. Permanent employees have Personal Development Plans which are regularly reviewed. Their training needs are analysed and addressed and their future career progression discussed. Our renowned management development programmes demonstrate innovation and dedication to our staff; the Certificate in Attraction Management (CAM) is specifically tailored for Merlin requirements and is the only qualification designed specifically for the attractions industry. A more advanced Diploma in Management Studies (DMS) is run in collaboration with Leicester University and is an excellent way for our managers to achieve an academic qualification to support their vocational experiences. We have an extensive range of in-house programmes available to all employees which can be accessed through an in-house brochure. Topcis include computer skills, employee relations, time management, crisis management, industry legislation and many more. Employees may also apply for tuition sponsorship to obtain qualifications in further or higher education and we offer further opportunities through our in-house graduate scheme.

Evidence of equal opportunities and work-life balance

With the nature of our industry, there are many opportunities that allow us to provide work life balance for our employees. This helps us to maintain a positive relationship with the local area in which each attraction is based as we are able to offer a variety of roles, shift times and workin patterns. For example, summer work for people in further education, flexible hours for those with families etc. We ensure that staff have access to benefits, training opportunities, social activities and other opportunities through structure communication. We support staff at work by offering an Employee Assistance Programme giving assistance with issues such as legal advice and counselling. As well as this, our managers are trained to look for signs of stress in their teams. They plan ahead before the peak summer season for example, to ensure shifts are as fair as possible to avoid over-stretching staff. Some sites operate an unpaid leave scheme where staff can take up to five single or consecutive days leave in order to attend commitments such as their child's sports day.

Evidence of measures taken to assess effectiveness

Our annual satisfaction survey is a significant tool in measuring the effectiveness of employment policies within our business and is used across the company as a benchmark in overall satisfaction, understanding of job role and responsibilities, working environment, teamwork and leadership capabilities of the management team. Once the survey has taken place, there are follow-up meetings to identify areas of strength and create action plans for continued improvement. In order to ensure this is a year round process we operate employee feedback forums where each month department representatives meet with the General Manager to discuss current issues and to ensure that action is taken regarding any areas that have been highlighted as requiring attention. This is a two-way process for employees and management at all levels. We also organise monthly meetings to ensure that all employees are kept up to date with performance targets and guest satisfaction, to give them any news and to recognise and reward good individual and team performance. Within these meetings employees have the opportunity to give feedback and to ask questions should they wish to.

Profile provided by Merlin Entertainments Group

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