Thorpe Park Student Pack

THORPE PARK

2010

STUDENT

PACK

CONTENTSMerlin Entertainments GroupAttractions in the United Kingdom……....3Attractions around the World…………….4Attractions in Development……………….4Vision, Mission and Values………………..5

THORPE PARKHistory…………

…………6

Rides & Attractions…….9

- SAW – The Ride……..9

- SAW Alive……………9

- Stealth……………….10

- Colossus……………..10

- Nemesis Inferno……11

- Vortex…..…………...11

- Detonator…………...12

- Rush………………….12

- Samurai……………...12

- Slammer……………..13

- Tidal Wave…………..13

- Quantum…………….13

- X:\No Way Out……..14

- Zodiac………………..14

- Depth Charge……….14

- Flying Fish…………...15

- Logger’s Leap……….15

- Rumba Rapids………15

Travel Information……..16

Picsolve

Photography…………

…………………..35

THORPE PARK Management StructureManagement Structure……………17Development………………………..18 - Lands & Buildings………………18- Landscape………………………..18- Infill & Compensation………….18- Future Planning…………………19Marketing……………………………20- Brand……………………………..20- Promotions………………………20- Public Relations…………………21 - Entertainments………………….21Operations…………………………..22- Front of House………………….22Admissions…………………..22Cast Facilities………………..22- Park Operations…………………23Security……………………….23Operations Control…………23Medical Services…………….24- Health & Safety…………………25- Presentations & Attractions…..26Rides & Attractions…………26Environmental Services……27Product Excellence………………….28- Guest Services…………………...28

THORPE PARK

Management Structur

e

Food & Beverag

e……………….29

Retail………………

……………...31

- Retail Units……

……………..31

- Sales & Promot

ions…………32

Human Resourc

es………………33

- Education……

……………….33

- Training…………

……………34

- Recruitment……

…………….34

MERLIN ENTERTAINMENTS

GROUP

Merlin Entertainments Group is the leading name in location based, branded family entertainment. Now Europe/UK’s No 1 and the world’s number two visitor attraction operator, it aims to deliver unique,

memorable and rewarding experiences to its visitors worldwide, through its iconic global and local brands, and the commitment and passion of its managers and employees. Merlin has 60 attractions and 6 hotels/2 holiday villages, in 13 countries, across three continents – Europe, North America

and Asia – and employs over 14,000 staff.

Attractions in the United Kingdom

THORPE PARK, Surrey

Chessington World of Adventures, Surrey

Alton Towers Resort, Staffordshire

Warwick Castle, Warwickshire

The Merlin Entertainments London Eye

Madame Tussauds London

The London Dungeons

The York Dungeons, Yorkshire

The Castle Dungeon at Warwick Castle

The Edinburgh Dungeons, Scotland

LEGOLAND Windsor, Berkshire

LEGOLAND Discovery Centre Manchester

SEA LIFE Loch Lomond, ScotlandSEA LIFE Blackpool, LancashireSEA LIFE Scarborough, North YorkshireSEA LIFE Birmingham, West MidlandsSEA LIFE Great Yarmouth, NorfolkSEA LIFE Brighton, East SussexSEA LIFE Weymouth, Dorset

3

SEA LIFE London (formerly London Aquarium)SEA LIFE at Chessington World of Adventures, SurreySEA LIFE at Alton Towers Resort, StaffordshireSEA LIFE SANCTUARY Gweek, CornwallSEA LIFE SANCTUARY Oban, ScotlandSEA LIFE SANCTUARY Hunstanton, Norfolk


GROUP

4

Attractions around the World

Heide Park, Germany

Gardaland, Italy

Aquatica Water Park, Italy

Earth Explorer, Belgium

Underwater Adventures Aquarium, Minnesota, USA

Madame Tussauds Amsterdam, Netherlands

Madame Tussauds Berlin, Germany

Madame Tussauds Las Vegas, USA

Madame Tussauds New York, USA

Madame Tussauds Washington DC, USA

Madame Tussauds Hollywood, USA

Madame Tussauds Hong Kong, China

Madame Tussauds Shanghai, China

The Hamburg Dungeons, Germany

The Amsterdam Dungeons, Netherlands

LEGOLAND Billund, Denmark

LEGOLAND California, USA

LEGOLAND Deutschland, Germany

LEGOLAND Discovery Centre Berlin, Germany

LEGOLAND Discovery Centre Duisburg, Germany

LEGOLAND Discovery Centre Chicago, USA

SEA LIFE Bray, IrelandSEA LIFE Paris, FranceSEA LIFE Benalmadena, SpainSEA LIFE Helsinki, FinlandSEA LIFE Scheveningen, NetherlandsSEA LIFE Blankenberge, BelgiumSEA LIFE Konstanz, GermanySEA LIFE München, GermanySEA LIFE Speyer, GermanySEA LIFE Königswinter, Germany

Attractions in DevelopmentMadame Tussauds Bangkok, ThailandMadame Tussauds Vienna, AustriaLEGOLAND MalaysiaLEGOLAND Florida, USALEGOLAND Discovery Centre Meadowlands Xanadu, USALEGOLAND Discovery Centre Dallas Fort Worth, USASEA LIFE Phoenix, USASEA LIFE Jesolo, Italy

SEA LIFE Oberhausen, G

ermany

SEA LIFE Hannover, Germ

any

SEA LIFE Berlin, Germany

SEA LIFE Timmendorfer S

trand, Germany

SEA LIFE Porto, Portugal

SEA LIFE at LEGOLAND C

alifornia, USA

SEA LIFE at LEGOLAND D

eutschland, Germany

SEA LIFE at Gardaland, I

taly

SEA LIFE at LEGOLAND Bi

llund, Denmark


GROUP

5

Vision, Mission and Values

Vision: To become world

leader in branded, location based

entertainment

Number One Priority: The delivery of m

emorable experiences to our millio

ns of

guests underpinned by the very hi

ghest Health & Safety

standards

Values:All For One; Fore

ver Forward; That’s Entertainment

;

Facing Reality

MERLIN VALUES

ALL FOR ONEWe are one group and one teamWe discuss, we decide, we doWe listen

We share successWe value differences

FOREVER FORWARD

Always look ahead

Always lead not follow

Always push boundaries

Always put safety first

Always do the right thin

g

FACING REALITYKeep close to customersKeep close to our competitorsKeep close to the marketTaking responsibility

THAT’S ENTERTAINMENT

Make it fun

Be passionate and proud

Be positive

Believe in what you do

Make a difference

THORPE PARK

1930 Much of the land that now makes

up THORPE PARK is

purchased from the Lord of the Ma

nor.

1941 Excavation of gravel begins at the

site.

1970 While running an active gravel pit,

The Ready Mix Concrete (RMC)

Group decides to embark on a maj

or restoration project on the site.

1971 Leisure Sport Ltd is formed as a subsidiary of RMC. The theme behind their recreation park is ‘The history of the British People as a maritime nation’.1975 The Britannia Ski Arena is built on the site for the 1975 World Water Ski Championships - the first specifically built Water Ski Arena in the world.

1979 THORPE PARK is opened to the public by Lord Louis Mountbatten on 24th May. The water based recreation park contains the Mountbatten Pavilion and Model World (now the location of Stealth).

1981 Cinema 180, the first of its kind in the UK, a traditional working farm and Octopus Garden Play Area 1 are introduced.

1982 Magic Mill Opens.1983 The Phantom Fantasia dark ride opens (re-themed as Wicked Witches

Haunt in 1993 and destroyed by fire in 2000).1984 Space Station Zero, an indoor powered rollercoaster, opens. 1986 The Tea Cup ride, now known as Storm in a Tea Cup, opens.1987 Thunder River, now Rumba Rapids, is opened. 1988 The 630 seat Palladium Theatre, now Time Voyagers, is opened. 1989 Logger’s Leap, Britain’s highest log flume, and the Canada Creek

Railway are opened. Rocky Express is moved from Octopus Gardens and placed in Canada Creek.

History

6

1990 Space Station Zero is re-themed and re-ope

ned as an outside powered

coaster, Flying Fish.

1991 A new Fantasy Reef Area, now Neptune’s K

ingdom, including Depth

Charge, a four lane water slide, opens.

1992 Hudson River Rafters opens in Canada Cree

k and Viking Rowers opens in

Fantasy Reef.

1993 Calgary Stampede opens.

1994 Chief Ranger’s Carousel and Mr Monkey’s B

anana ride open.

1995 Mr Rabbit’s Tropical Travels opens.

1996 X:\No Way Out opens to the public, it is the

world’s first pitch black,

backwards rollercoaster.

1997 Dino Boats and Wet Wet Wet Open.

1998Acquisition of THORPE PARK by The Tussauds Group.

1998 The Park stays open for a non-stop 24 hours.

1999 Pirates 4-D (now Time Voyagers), the UK’s first journey into the fourth dimension, opens.

2000 Tidal Wave opens to the public. At 85ft, it was Eur

ope’s

tallest water ride. Runnymede Borough Council also

granted

THORPE PARK planning permission for Project Ody

ssey (Colossus).

Wicked Witches Haunt and Magic Mill are destroye

d by fire.

2001 Detonator, Vortex and Zodiac open to the public and planning permission is granted for a coaster to open in 2003.

2002

Colossus, the world’s first 10 looping rollercoaster, opens.

7

THORPE PARKHistory

2003

Nemesis Inferno is launched, a

nd Eclipse, an 85ft Ferris

Wheel, and Quantum, a magic

carpet ride, both open.

2004 Samurai arrives from, and Eclipse is lost to, Chessington World of Adventures.

2005 Slammer, Europe’s first Sky Swat, and Rush, the world’s largest speed swing, open.

2006

Stealth, Europe’s fastest rollercoaster, launches and Thorpe Farm closes.

2007

The Tussauds Group is bought by the Merlin

Entertainments Group and THORPE PARK

becomes part of second largest visitor attraction

operator in the world.2008 Time Voyagers 4D opens and planning permission is granted for the Park’s fourth major rollercoaster. On 13th October this was announced to be SAW - The Ride.

2009

SAW - The Ride

, the world’s m

ost

terrifying roller

coaster, is unle

ashed on 14th

March.

Also in 2009, M

iss Hippo’s Fun

gle Safari

closes due to d

eclining visitor

numbers and

escalating ope

rational costs.

2010

SAW Alive, the world’s most extreme live action horror maze, opens at the Park on 18thMarch.Built on the Thorpe Belle, the former education centre, the year-round maze invites guests to have their nerves pushed to the absolute limit.8

THORPE PARKHistory

Face Your Fears on the world’s most terrifying rid

e and first

ever horror movie themed rollercoaster.

SAW SAW SAW SAW ---- THE RIDETHE RIDETHE RIDETHE RIDE

Description:Euro-Fighter

Manufacturer:

Gerstlauer Amusement

Rides GmbH, Germany

Year Opened:

2009

Maximum Height:

100ft (30m)

Maximum Speed:

55mph (89km/h)

Track Length:

2,297ft (700m)

Number of Inversions:

3

Maximum Vertical Angle

:100 degrees

Maximum G-Force:

4.7

Capacity: 8 guests per

car, 4 per row

Throughput:

1000 people per hour

Ride Duration:

100 seconds

Height Restriction:

1.4m minimum and not

recommended for under1

2s

SAW ALIVESAW ALIVESAW ALIVESAW ALIVE

Description: Live action horror mazeYear Opened: 2010Capacity:

8-10 guests per groupThroughput: Approximately 600 people per hourDuration: Approximately 5 minutesRestriction: Not suitable for under 12s

Brave the world’s most extreme live action horror maze.

9

THORPE PARK Rides & Attractions

STEALTHSTEALTHSTEALTHSTEALTH

Description:Launch Coaster

Manufacturer:Intamin AG, Switzerland

Year Opened: 2006Maximum Height: 205ft (62m)Maximum Speed: 84mph (135km/h)

Track Length: 1,640ft (500m)Maximum Vertical Angle: 90 degreesMaximum G-Force: 4.5Capacity: 20 guests per train

Throughput: 1000 people per hour

Ride Duration:24 secondsHeight Restriction: 1.4m minimum

Be propelled from 0-80mph in under 2 seconds to the jaw-dropping height of 205ft on one of Europe’s fastest and tallest rollercoasters.

COLOSSUSCOLOSSUSCOLOSSUSCOLOSSUS

Description: 10 inversion

rollercoaster

Manufacturer:Intamin AG, Sw

itzerland

Year Opened: 2002

Maximum Height: 98ft (30m)

Maximum Speed: 45mph (72km/h

)

Track Length:2,789ft (850m)

Number of Inversions: 10

Maximum G-Force: 4.2

Capacity: 28 guests per t

rain

Throughput: 1050 people pe

r hour

Ride Duration:90 seconds

Height Restriction: 1.4m minimum

Brave the world’s first ten looping rollercoaster.

10


Plunge into the fires of a volcano at an incredible G

-Force of 4.5!

NEMESIS INFERNO

NEMESIS INFERNO

NEMESIS INFERNO

NEMESIS INFERNO

Description:Inverted Rollerco

aster

Manufacturer:Bollinger & Mabi

llard,

Switzerland

Year Opened: 2003


Maximum Speed: 50mph (80km/h)

Track Length: 2,461ft (750m)

Number of Inversions: 4

Maximum G-Force: 4.5

Capacity: 28 guests per tra

in

Throughput: 1150 people per

hour

Ride Duration:90 seconds

Height Restriction: 1.4m minimum

VORTEXVORTEXVORTEXVORTEX

Description: Swing & Spin Ride

Manufacturer:Chance Rides/KMG, The Netherlands

Year Opened: 2001Maximum Height: 65ft (20m)Maximum Speed: 15rpmMaximum G-Force: 2Capacity:

32 guestsThroughput:

350 people per hourRide Duration:

90 secondsHeight Restriction: 1.4m minimum

Feel your stomach spin as you spiral high into the air.

11


DETONATORDETONATORDETONATORDETONATOR

Description:Drop RideManufacturer: Fabbri Group, ItalyYear Opened: 2001Maximum Height: 115ft (35m)Maximum Speed: 46mph (74km/h)Maximum G-Force: 5.5Capacity: 12 guestsThroughput: 400 people per hourRide Duration: 30 secondsHeight Restriction: 1.3m minimum

Pit your nerves of steel against 100ft of steel as the countdown to terror begins.

RUSHRUSHRUSHRUSH

Description: Speed Swing

Manufacturer:

S&S Inc., U.S.A.

Year Opened:

2005


Maximum Speed:

50mph (80km/h)

Maximum G-Force:

4

Capacity: 16 guests pe

r swing

Throughput:

768 people per hour

Ride Duration:

60-120 seconds

Height Restriction:

1.3m minimum

You’ll be dangling somewhere between terror

and relief on the world’s largest speed swing.

SAMURAISAMURAISAMURAISAMURAI

Description:Top ScanManufacturer: Mondial, The NetherlandsYear Opened: 2004Maximum Height: 59ft (18m)Maximum Speed: 7.5rpmMaximum G-Force: 5Capacity: 30 guestsThroughput: 500 people per hourRide Duration: 120 secondsHeight Restriction: 1.4m minimum

Say your prayers as you spin relentlessly through 360 degrees of stomach-churning terror.

12


Let the extreme G-Force of Europe’s first S

ky

Swat mess with your head.

SLAMMERSLAMMERSLAMMERSLAMMER

Description:Sky Swat

Manufacturer:

S&S Inc., U.S.A.

Year Opened:

2005

Maximum Height:

105ft (32m)

Maximum Speed:

30mph (48km/h)

Maximum G-Force:

3


r train

Throughput:

500 people per hour

Ride Duration:

180 seconds

Height Restriction:

1.4m minimum

TIDAL WAVETIDAL WAVETIDAL WAVETIDAL WAVE

Description: Shoot the Chutes Ride

Manufacturer:O.D. Hopkins, U.S.A.

Year Opened: 2000Maximum Height: 85ft (26m)Maximum Speed: 45mph (72km/h)Track Length:

2,782ft (850m)Capacity:

20 guestsThroughput:


120 secondsHeight Restriction: 1.2m minimum

Brace yourself for a tsunami of thrills –and a guaranteed soaking!

Climb aboard for a manic carpet ride.

QUANTUMQUANTUMQUANTUMQUANTUM

Description:Magic Carpe

t Ride

Manufacturer:

Fabbri Group, Italy

Year Opened:

2003

Maximum Height:

39ft (12m)


r train

Throughput:

450 people per hour

Ride Duration:

90 seconds

Height Restriction:

1.2m minimum

13


X:X:X:X:\\\\NO WAY OUTNO WAY OUTNO WAY OUTNO WAY OUT

Description:Backwards coaster

Manufacturer: Vekoma, The NetherlandsYear Opened: 1996Maximum Height: 43ft (13m)Maximum Speed: 28mph (45km/h)Capacity: 28 guests per train

Throughput: 1000 people per hourRide Duration: 180 secondsHeight Restriction: 1.4m minimum

Experience the world’s first backwards in the dark rollercoaster.

ZODIACZODIACZODIACZODIAC

Description: Spinning Rid

e

Manufacturer:

Huss, Germany

Year Opened:

2001

Maximum Height:

59ft (18m)

Maximum Speed:

19mph (31km/h)

Capacity: 40 guests

Throughput:

500 people per hour

Ride Duration:

60 seconds

Height Restriction:

1.1m minimum

Experience the adrenaline-inducing power

of G-Force as you spin head over heels

again and again.

DEPTH CHARGEDEPTH CHARGEDEPTH CHARGEDEPTH CHARGE

Description:4 lane waterslideManufacturer: NV Aquatic, BelgiumYear Opened: 1991Maximum Height: 39ft (12m)Slide Length: 105ft (32m)Capacity: 8 guestsThroughput: 350 people per hourRide Duration: 10 secondsHeight Restriction: Children 0.9-1.2m must be accompanied by an adult

Take a 40ft plunge and brace yourself for a soaking.

14


Thrill seekers of all ages will love this fast-paced,

first time

rollercoaster.

FLYING FISHFLYING FISHFLYING FISHFLYING FISH

Description:Powered coa

ster

Manufacturer:

Heinrich Mack GmbH.,

Germany

Year Opened:

1983, re-themed 1990,

closed 2005, reopened 2

007

Maximum Height:

21ft (6m)

Maximum Speed:

18mph (29km/h)

Capacity: 38 guests

Throughput:


Ride Duration:

84 seconds

Height Restriction:

Children 0.9-1.2m must b

e

accompanied by an adult

LOGGERLOGGERLOGGERLOGGER’S LEAPS LEAPS LEAPS LEAP

Description: Log Flume

Manufacturer:Heinrich Mack GmbH, Germany

Year Opened: 1989Maximum Height: 53ft (16m)Maximum Speed: 20mph (32km/h)Capacity:

5 guests per logThroughput:


5½ minutesHeight Restriction: Children 0.9-1.2m must be accompanied by an adult

Our classic log flume has a hair-raising, and hair-wetting, double drop.

They’re not called rapids for nothing

– prepare to get soaked.

RUMBA RAPIDSRUMBA RAPIDSRUMBA RAPIDSRUMBA RAPIDS

Description:Water Raftin

g Ride

Manufacturer:

Intamin AG, Switzerland

Year Opened:

1987, re-themed 2002

Capacity: 8 guests per

boat

Throughput:


Ride Duration:

4 minutes 20 seconds

Height Restriction:

Children 0.9-1.2m must

be accompanied by an

adult 15


There are a number of great tran

sport

links to the Park:

BY TRAIN

Regular South West Trains run

from

London Waterloo direct to St

aines

where guests can get on the 9

50

shuttle link that runs to the P

ark

every 30 minutes. Trains also

run

regularly to Staines from Rea

ding

and Guildford.

An alternative route is to Che

rtsey

Station followed by the 451 o

r 446

buses.

BY BUS

Staines bus station is a 5 minute walk from the train station and buses

depart for THORPE PARK from Stand 2. The 950 THORPE PARK Express

leaves from the train station directly.Buses from Woking – 426 or 446Busses from Staines – 950, 951, 426, 446, 451, 461, 551Buses from Chertsey – 451, 426, 461, 446

BY COACH

There is a coach service from London Victoria to Staines.

BY CAR

THORPE PARK is within easy

reach of

London. From the M25 take j

unction 11

or 13 and follow signs via the

A320 to

the Park.16

THORPE PARK

Staines Road

ChertseySurreyKT16 8PN

THORPE PARK is just 20 miles from central London, situated between junctions 11 and 13 of the M25 (there is no access to the Park from junction 12).

THORPE PARK Travel Information

THOR

PE P

ARK

DIVISIONAL DIRECTOR

DIVISIONAL DIRECTOR

DIVISIONAL DIRECTOR

DIVISIONAL DIRECTOR

SENIOR LEADERSHIP TEAM




Personal Assistant to

Divisional Director

Management

Structure

Head of

Development

Head of

Engineering

Marketing

Director

Head of

Operations

Head of

Finance

Food &

Beverage

Director

Retail

Director

Head of

Human

Resources

Includes:

•Lands &

Buildings

•Landscape

•Infill &

Compensation

•Future Planning

Includes:

•Brand

•Promotions

•PR

•Entertainments

Includes:

•Front of House

-Admissions

-Cast Facilities

•Park Operations

-Security

-Operations Control

-Medical Services

•Health & Safety

•Presentations & Attractions

-Rides & Attractions

-Environmental Services

Includes:

•Sales &

Promotions

Includes:

•Education

•Training

•Recruitment

Product

Excellence

Manager

Includes:

•Guest Services

DEVELOPMENT

18

Why do we have a Development department?

THORPE PARK is constantly chan

ging so we

need a team who can focus on d

eveloping the

Park’s future including the addit

ion of new

rides, shops, restaurants and ser

vices as well as

maintaining the land the Park is

currently built

on (excluding the rides).

Who makes up the team?- Lands & Buildings- Landscape- Infill & Compensation- Future Planning

Lands & Buildings

This part of the Development

department ensure that all of

the

buildings and structures used

by guests

and staff (excluding rides) are

in a safe

and presentable working ord

er. In

particular they maintain the g

uest

lockers around the Park. Each

winter

the lockers are taken apart, c

leaned

and put back together.

LandscapeThe Landscape team design and build all the new gardens and landscaped areas around any new ride or attraction. They also maintain all the

flowerbeds and grass areas within the Park, and plant the new land formed as part of the infill project.The Landscape team bring to life the different areas of the Park. Canada Creek was planted to create a Canadian forest, Lost City is designed to suggest the rides are appearing from a jungle and SAW – The Ride and SAW Alive are set in abandoned warehouses so the Landscape team had to plant weeds and nettles to create an authentic neglected look.

Infill & Compensation

A key ongoing development over the

past few years has been the Infill and

Compensation Project. Started in 2006,

the overall objective is to increase the

existing ride space at THORPE PARK.

As the Park is governed by local planning laws, rides and attractions can only be built

in certain areas – the infill of lakes is carried out in this designated area so that the Park can develop. One of the key developments to have arisen from this project is

SAW – The Ride which would have been underwater if it wasn’t for the infill project.

As areas of the lake have been infilled, other areas of the Park have been lowered and

flooded to compensate for this. These ‘compensation areas’ prevent the Park from being flooded and are unused land where it is not possible to build anything, for

example the old sheep fields at the closed Thorpe Farm.

19

Audiences are constantly loo

king for something

new to entertain them and as

THORPE PARK’s

audience is our guests we ne

ed to invest in new

rides and attractions to const

antly provide the

next big thrill.

Future Planning

It is important that the rig

ht products (rides,

restaurants, shops, etc) a

re placed in the right loca

tions

and if the Park is plannin

g a new ride, such as a

rollercoaster, the plannin

g process usually starts

between 3 and 5 years in

advance, for example

planning for SAW - The R

ide began in 2004.

Product life cycle plays a major part in this planning process. The theme park industry is all about getting a ‘world first’ or ‘never seen before’ ride and as the market has changed

considerably in the past 10 years it is becoming increasingly difficult to achieve this. For this reason the Development team are always keeping an eye on other theme parks around the

world and making note of new rides that open.

They also have rolling medium and long term development plans which set out projected expansion plans over the next five years. Meetings are held to discuss future plans with local

councillors and the team work closely with the local planning authority.

Once a new ride or attraction has been decided upon, the Development team must get planning permission and take a number of things into consideration:

- Will services such as water, gas and electricity be able to reach the new attraction?

- Will the engineering, warehouse and waste collection teams be able to access the area?- New rides mean more guests, so will there be enough parking and toilets to accommodate more people?

Community Relations

In addition to all the future planning and site mainte

nance the Development

department also work hard to develop a relationship

with the local community.

THORPE PARK has worked hard to be a good neighb

our and help the local

community where possible. For example, a Scout grou

p hold their meetings in one

of the Park’s buildings and the local Pre-School now u

se one of the buildings at

the old Thorpe Farm.

DEVELOPMENT

Why do we have a Marketing department?

It is the overall responsibility of

the Marketing

department to ensure that the b

rand identity of

THORPE PARK is maintained in a

ll communication

both inside and outside of the P

ark.

Who makes up the team?- Brand- Promotions- Public Relations (PR)- Entertainments

Brand

The Brand team identify the Park’s brand identity, target market (16-24 year olds and ‘up-for-it’ families), and create the visual representation of the brand, e.g. logos, signs, website, etc.

Part of this visual representation is the advertising campaign that the team organise each year. New adverts are created by an advertising agency for

television and radio when a new attraction is introduced at the Park and the choice of when and where these adverts are shown is important.

As well as this, the Brand team and a website agency maintain the Park’s

website, www.THORPEPARK.com, and pages on social networking sites such as Facebook, Twitter and YouTube.

Throughout the year, the Brand team conduct ongoing research into how the

Park is performing through questionnaires and touch screens located in the Park. This provides information on how to improve guest experience.

Promotions

Promotions, e.g. ‘Buy

One Get One

Free’ or ‘Half Price En

try’, are a

great way of encoura

ging people

to come to the Park. T

hey happen

via a number of differ

ent

communication chann

els, e.g. in

newspapers or throu

gh purchasing

products with a prom

otion

attached to it, and the

re is a

dedicated Promotion

s Manager for

this.

20

In 2010 the Brand team launched a new brand identity with a new website, signs and the Fatheads!

MARKETING

21

Public Relations

Public Realtions (PR) is all ab

out reputation – the result of

what you do, what you say an

d what others say about you

.

More specifically PR at THOR

PE PARK is about generating

positive coverage of the Park

in the press, on TV and on

radio to encourage people to

visit the Park.

This is achieved through the

issuing of press releases to le

t

the media know what the Pa

rk is doing, media events such

as VIP launches of new attrac

tions and filming projects to

get the Park onto TV.

Entertainments

The Entertainments team are responsible forall entertainment at the Park, from running the

year-round live action horror maze, SAW Alive, to Sun SCREAM in the summer and Fright Nights at Halloween.The team work very closely with the other areas of the Marketing department so that when they are organising an event, the Brand team can make sure it is on the

THORPE PARK website and signs around the Park, and the PR team can issue information to the press to create a buzz around the activity.

MARKETING

Why do we have a Front of House department?

The Front of House department a

re there to welcome our

guests to the Park, whether they

are here for a day out or

as business clients visiting a mem

ber of staff.

Who makes up the team?- Admissions- Cast Facilities

The Admissions team at THORPE PARK greet our guests when they come to collect or buy tickets. The admissions area is

split into a number of

different sections.

Cast Facilities

The Cast Facilities tea

m are

responsible for greet

ing external

clients and guests to

the Park as well

as issuing staff with

uniforms.

22

Front of House

Admissions

ANNUAL PASSES

Following the growth of the Park and Merlin as a business, Annual Pass sales have developed into a major part of Admissions sales.There are currently 3 types of Annual Pass on offer:• THORPE PARK Annual Pass –allows entry for the photographed individual to enter THORPE PARK over a 12 month period.• Standard Merlin Annual Pass –allows entry to all UK Merlin attractions throughout a 12 month period but does hold some restrictions such as no entry to London attractions during August.• Premium Merlin Annual Pass –allows unlimited entry to all UK Merlin attractions for a 12 month period.

ADVANCED TICKET

COLLECTION

Guests can purchase tickets befor

e

arriving at the Park and it is here

that they

collect them. Tickets can be bou

ght from

the THORPE PARK website althou

gh

guests can choose to print them

at home.

Another place advanced tickets

can be

bought is the Merlin Contact Ce

ntre by

telephone and finally there are

third

parties such as Tesco Clubcard w

ho

offer a ‘Points for Tickets’ schem

e.

KIOSKS & TURNSTILESGuests who need to buy tickets when they arrive, can purchase them from the Admissions Kiosks, and the Turnstiles are the entrance to the Park. Here we can monitor every ticket and Annual Pass that is used and we can interact with guests when they arrive and leave the Park.

OPERATIONS

23

Why do we have a Park Operations department?

The Park Operations departmen

t ensure that everything is

running smoothly in the Park so

that our guests have a

memorable day for all the right

reasons.

Who makes up the team?- Security- Operations Control- Medical Services

Security

Security is something that is taken very seriously

at THORPE PARK,

which is why we have a team dedicated to ensur

ing our staff and

guests are safe at all times.

Before each security officer is selected for the ro

le, they must be able to

demonstrate that they can think on their feet an

d empathise towards a guest’s

issues. They must also be able to work under pre

ssure in a team environment.

All the team members are highly trained, having

undergone extensive 5 day

department inductions to learn relevant skills fo

r the job, including gaining

knowledge of certain aspects of the law. As well

as this, the team receive training

in control and restraint, self defence, use of hand

cuffs and search techniques. Some

of the team also go on to attend a four day Secu

rity Industry Authority Door

Supervisor’s course to further develop and learn.

Each team member is issued with a uniform that

includes boots, a belt kit, a radio,

handcuffs, a police notebook and a stab vest. Th

e stab vest is a

control measure and has never been needed but

is there to give the staff

member peace of mind and confidence to carry ou

t their

role to the best of their ability.

SECURITY DAILY ROUTINEThe day starts at turnstiles ready for the opening of the Park.

Guests are selected at random to be searched, a measure that is

used to ensure the Park is kept safe for all our guests. Searches

are aided by walk-through metal detectors and hand-held wands.Once the majority of guests are in the Park, the team split into pairs and set out to provide a visible presence in the Park. As well as dealing with general guest enquiries, the team are on

hand to deal with a wide variety of incidents from queue jumping to ticket touts.

Operations Control

The Operations

Control team watch

over the Park via a

series of CCTV

cameras. They also

keep everyone in

contact by manning

the Park’s radio

system.

Park OperationsOPERATIONS

24

To ensure that all our guests ha

ve a safe and

memorable day, THORPE PARK e

mploys a highly

trained medical team.

Everyone who joins the team mu

st have an HSE

three day First Aid at Work quali

fication and on

joining they will then be trained

as a community

first responder by the South East

Coast

Ambulance Service as well as go

ing through

considerable internal training.

Medical Services

TREATMENT & ON-SITE RESPONSEThe primary aim of the Medical team is to provide outstanding treatment to both our guests and staff. The team are prepared for all eventualities and if an incident does occur in the Park the Medical Hosts will attend on the medical buggy taking all the relevant equipment with them.

LOST CHILDREN

The Medical Centre is on the Par

k

map as a meeting point for grou

ps

who have become separated.

When families lose each other, th

e

Operations Control team organis

e

search parties consisting of Park

Managers and staff.

OCCUPATIONAL HEALTH

Employee health is important an

d

research shows the economic be

nefits

of a well-assessed and implemen

ted

occupational health service. The

Occupational Health team work

with

senior management and the on-s

ite

Medical team to reassure emplo

yees

that the Park continues to be a c

aring

employer, keeping their physica

l and

emotional interests at the forefro

nt of

management strategies.

MEDICALS

Any member of staff who operates rides/plant machinery or drives, must undergo a company medical to ensure they reach the necessary standards of fitness.

FOLLOW UP PHONE CALLS

When a guest has attended hospital at the recommendation of the Medical team, a Medical Host will follow up with a phone call to find out how the guest is after treatment.

HEALTH & SAFETY

The team work closely with the Health & Safety team to help prevent accidents.

Park OperationsOPERATIONS

25

Health & Safety

Why do we have a Health & Safety department?

The Health & Safety of both gue

sts and staff is an important par

t of running a theme park.

This department ensure that Hea

lth & Safety (H&S) remains the n

umber one priority at

THORPE PARK.

THORPE PARK promotes a positive working culture which means that everyone who

works here is aware of their H&S responsibilities and the importance of

reporting any incidents. To aid in promoting the importance of H&S, regular incentive and awareness days are run throughout the year.

THORPE PARK HEALTH & SAFETY POLICYProgress and improvement in H&S comes when management of these activities is fully integrated into a business. For this reason all employees at THORPE PARK are aware of the health, safety and security implications and requirements of the tasks and activities they undertake on a daily basis. This approach will not only help deliver a safe and

secure working environment but will also enhance the positive working culture that already

Under the Health & Safety at Work

Act 1974, THORPE PARK has a num

ber of

responsibilities as an employer whi

ch includes providing a safe workin

g

environment for employees, contra

ctors and guests, making safe devi

ces and

protective equipment available and

consulting its employees to make s

ure that

safe working practices continue to

be used. This is done in a number o

f ways from

department audits to determine th

at correct procedures are consisten

tly being

carried out to investigations of inci

dents and injuries to avoid recurre

nce.

MERLIN ENTERTAINMENT

GROUP’S HEALTH, SAFETY

&

SECURITY POLICY

• Sets out clear and effective

policies

• Emphasises how the effec

tive

organisation of staff resourc

es is

necessary to implement polic

y

• Emphasises the need for

ownership at all levels of th

e

business

• Highlights the need for

competent employees at all

levels

• Highlights the need for

planning and setting approp

riate

safety standards to assess ri

sks

• Identifies the need to

measure and review perform

ance

exists at the Park. We continue to make good progress in (H&S) but can never be complacent. As one team, the Park is proactive in everything that it does to continue to improve performance into the future.

OPERATIONS

26

Presentations & Attractions

RIDES & ATTRACTIONS TRAINING

All Ride Attendants and Operators undergo thorough training as part of their induction, a part of which is the ‘Path to Success’ programme. This is a two stage programme which involves the employee undertaking a one day induction, a multiple choice exam, lessons in Health & Safety procedures and protocol and a written exam which must be passed with a 100% mark.

Why do we have a Presentations & Attractions dep

artment?

Guests come to THORPE PARK to

experience our extreme and

thrilling rides and attractions, so

it is important that we have

a department to run them! It is a

lso important to keep the

Park looking great for everyone

who visits.

Who makes up the team?- Rides & Attractions- Environmental Services

Rides & Attractions

Each morning the rides at

THORPE PARK undergo extensive

track, mechanical and electrical checks

from our Engineering team and once

they are confirmed as operational they

are passed over to the Rides &

Attractions team. Each ride is allocated

a Ride Operator and Ride Attendants

who ensure that their area is clean and

that all safety bars and harnesses are in

good working condition before the ride

is opened to guests.

OPERATIONS

27

Environmental Services

CAR PARKS

The Car Parks team are responsible for the cleanliness and presentation of the road on which THORPE PARK is situated, the coach park, bus stop, taxi rank and car parking areas. They ensure all bins are kept from overflowing and that all walkways near the Park entrance are swept on a daily basis. As well as greeting guests with a smile when directing traffic to park, the team work alongside several external bodies including the local bus services, council operatives responsible for local roads, taxi operators, the

DVLA for coach inspections, the police and the fire brigade.

WASTE MANAGEMENT

The Waste Management team are responsible for both the collection and correct handling of all Park waste. In 2008 we introduced specific recycling points around the Park and in 2009 we recycled approximately 70 tonnes of waste.

SITE PRESENTATION

It is the responsibility of the Site Presentations team t

o ensure that the Park is

ready to open on time and that this level of presenta

tion is maintained

throughout the day until we close. The team sweep w

alkways, clean bins, remove

cobwebs and jet wash floors among other things.

The Environmental Services team is s

plit

into 4 areas; Car Parks, Waste

Management, Washroom & Office

Cleaning and Site Presentation. The

se

teams all work together to ensure ou

r

guests experience the best environm

ent

with regards to cleanliness and

presentation, from the drive into the

car

park, throughout their day and righ

t up to

that last toilet break before they he

ad

home.

WASHROOMS

The Washrooms team ensure that

all guest and staff toilets are

maintained and kept to a high state

of presentation. They make sure

that each toilet has enough toilet

roll, soap and hand wash and also

clean all offices and staff communal

areas.

Presentations & AttractionsOPERATIONS

PRODUCT EXCELLENCE

28

Why do we have a Product Excellence department?

To ensure that our guests have a

memorable day at THORPE

PARK, we have a team dedicated

to listening to their

comments and making sure the P

ark lives up to their

expectations.

ON THE DAY

The Guest Services team concentrate on

ensuring our guests get the maximum

Value and enjoyment out of their day,

as well as respond to people who feel

their expectations have not been met.

It is essential for the improvement and

growth of the business that we listen to all

comments and feedback from our guests

and, if possible, resolve any issues

immediately.

PRE-VISIT

Disabled groups can contact the Guest Services team before their visit to arrange their day prior to arriving at the Park. All Disabled Access Passes are logged onto a comprehensive database and the team are responsible for fully briefing guests with disabilities and their carers on how to use the pass.

POST VISIT

As the rides at THORPE PARK are fast, extreme and go upside-down, regrettably sometimes guests lose personal items from their pockets. The Guest Services team have the job of matching the reported lost item with recovered property from the ride areas before reuniting it with the guest. Last year nearly 2,000 items were recovered!The team also respond in writing to any feedback that needs following up.

Who makes up the team?- Guest Services

Guest Services

The team then inform the

relevant department so that

great work can be

recognised or

improvements made.

Maintaining high levels

of guest satisfaction is

important and by

monitoring and acting

on feedback we are

able to maintain and

improve this standard.

29

The Park works with several well known suppliers such as Nestle, Coke, Heinz and Old El Paso to ensure that we get the best quality products and at the best price. Alongside the in-house F&B outlets there are also well known brands operating in the Park, inlcuding Burger King, Pizza Hut and KFC, that are run independently by their own franchise managers.

HEALTHY EATING

There has been a strong de

mand for healthier eating

options recently, so over

the last few seasons the F&

B department at THORPE P

ARK has introduced a

healthy eating range into t

he Park’s menus, including

a children’s range by the

nutritionist Annabel Karme

l. The amount of fresh frui

t and salad used at the

Park has been increased an

d food is now grilled where

ver possible rather than

fried. THORPE PARK is also

part of a government Food

Standards Agency

scheme whereby allergy ad

vice will be available on al

l the food served in 2010

and a number of units will

display the calorie conten

t of each product.

FOOD & BEVERAGE

Why do we have a Food & Beverage department?

As THORPE PARK is a full day of e

xtreme thrills, we need to make

sure we can offer our

guests a break from the rides to

re-fuel and quench their thirst.

WHAT’S ON OFFER?

There are 16 food outlets throughout

THORPE PARK that make up the Food &

Beverage (F&B) department. The outlets range

from indoor and outdoor restaurants to

takeaway counter service and barrows. In 2010,

two new outlets were introduced – The Coffee

Shack, which serves a range of specialty coffees,

sandwiches and treats, and Desparado’s

Mexican Cantina, a themed indoor restaurant

serving authentic Mexican food.

30

FOOD STANDARDS

To ensure the F&B team are performing to a high

standard, external companies monitor

hygiene standards and food services, and Enviro

nmental Health Officers check the units

on a regular basis. As well as this, managers comp

lete weekly and monthly audits and

keep temperature records to show that due dilige

nce is being performed when

preparing food.

F&B TRAINING

Every member of the F&B department undergoes specific training prior to starting work. Training includes:• Health & Hygiene• Control of Substances Hazardous to Health

• Health & Safety specific to individual units• Customer Service and Commercial InductionTo reward good performance and keep motivation high within the department, many internal incentives are offered. This helps to keep everyone focussed on their key responsibilities and objectives while at the same time leads to team members being recognised and rewarded for their hard work and customer service.

FOOD & BEVERAGE

Mystery shoppers are also used to measure service standards, food quality and customer service. These are people who come to the Park without us knowing and give the team marks on presentation of the unit, quality of food and quality of service.

31

RETAILWhy do we have a Retail d

epartment?

As THORPE PARK is viewed as a t

reat for many of our

guests, we understand that peop

le may want to add to

their day by purchasing addition

al items at the Park to use

on the day and to take away wi

th them to remember all

the adrenaline-fuelled fun they

experienced.

Who makes up the team?- Retail Units- Sales & Promotions

Retail Units

The Retail department consists of 8 shops and 3 b

arrows throughout

the Park. The shops range in size and offering, fr

om small sweet shops up to the

Thorpe Mega Store by Tidal Wave and Sweets &

Souvenirs in the Dome, both of

which offer a huge selection of confectionary an

d merchandise to suit every

budget.

The team work closely with the Merlin Entertainm

ents Group head office, who are

responsible for planning strategy and product ra

nge for the whole Group. The

product range is constantly reviewed in line with

the changing market and to make

sure we meet the needs of thrill-seeking guests.

INVESTMENTOver the past few years the Retail department has seen significant investment to improve the units at the Park. In

2006, the two shops in the Dome were turned into one big unit, Sweets & Souvenirs, to provide more space and a

better shopping environment for our guests. In 2008, Amity

Drop & Shop and Coke Refill Station were given a revamp and the Thorpe Mega Store was transformed to create a

high street shopping environment.

In 2009, as part of the development of the new rollercoaster

SAW – The Ride, a new retail unit was opened selling a whole new range of products

including official ’SAW’merchandise.

32

The Sales & Promotions team at THORPE PARK sell ticket packages to

guests to enhance their visit. There are a number of Sales units around

the Park and the team currently sell Fastrack tickets, Bounceback tickets and Annual Passes.

Sales & Promotions

FASTRACK

Fastrack tickets allow guests to go to a ride during a specific timeslot and enter through a separate entrance which has a minimal queue.The Fastrack ticket idea was introduced at THORPE PARK in 2002 and was only available on Colossus, but in 2003 it was expanded and also made available for

Nemesis Inferno, Tidal Wave and Logger’s Leap. These early Fastrack tickets were originally sold by the

Admissions team and then passed over to the Rides team in 2005, however, with the introduction of a dedicated Sales & Promotions team in 2006, guests now have

permanent Sales units around the Park where they can buy a number of different ticket packages.

BOUNCEBACK

Guests who take their

entrance ticket to a Sales

desk, can come back to the

Park on another day for a

reduced rate.

ANNUAL PASS

Like the Admissions team, the Sales & Promotions team sell a variety of Annual Passes to guests.

The Fastrack packages themselves have changed throughout the last few years and currently there are 7 on sale:

• Extreme – Colossus, Nemesis Inferno, X:\No Way Out, Tidal Wave/Logger’s Leap• Accelerator – Stealth, Rush, Samurai and Vortex

• Hydration – Logger’s Leap, Rumba Rapids and Tidal Wave• SAW – The Ride/SAW Alive

• Stealth/Pole Position• One Shots (not including SAW – The Ride, SAW Alive or Stealth)

• Ultimate – unlimited Fastrack rides all dayThere are also packages available for the live action horror mazes that open during

Fright Nights at Halloween.

RETAIL

33

HUMAN RESOURCES

Why do we have a Human Resources department?

THORPE PARK’s Human Resourc

es (HR) department is

responsible for providing an effe

ctive and proactive service in

respect to the welfare, training,

development, reward and

recruitment of the Park’s staff, a

s well as continually striving

to improve organisational capab

ility to achieve long and short

term business objectives.

Who makes up the team?- Education- Training- Recruitment

Education

THORPE PARK is more than just an adrenaline-fu

elled day out. Our diverse range of

departments makes THORPE PARK a great educa

tional facility and with a trained

secondary school teacher in place as Education F

acilitator, schools and colleges can

incorporate an educational talk into their visit fo

r an insight into the energising

and challenging world of work at THORPE PARK

.

EDUCATIONAL TALKSEducational talks are available at

THORPE PARK throughout the season from March

to November and can be tailored to suit the needs

of the students. A wide range of subjects and

academic levels are accommodated for including

Marketing, Human Resources, Guest Care, Physics &

Science, Mathematics, Business Studies, Travel &

Tourism, Leisure & Tourism, ICT and DCT, as well as

special events such as the ‘Business of Leisure’ talks that happen in September.

EDUCATIONAL RESOURCES

The Merlin Entertainments

Group has a specific website

showcasing all the great

Merlin Learning experiences

available at its attractions –

www.merlinlearning.co.uk –

and there are downloadable

resources available on the

THORPE PARK website. As

well as these, there are free

teacher Resource Packs

available developed in

consultation with teachers

and designed to support Key

Stage 3 and 4 studies.

There is also a dedicated schools inform

ation phone

number and email address, all of which

can be

found on the THORPE PARK website.

HUMAN RESOURCES

34

TrainingIt is important that our team believes in and delivers the best possible service to

our guests and to achieve this we have robust training and development plans in

place. In line with the business requirements, the Training team develop a training

plan which is tailored to our ‘insane fun’ brand, but that is also realistic to deliver.

Training is designed to support individual development and to enhance our

customer feedback. It is from this feedback that the team can identify gaps within our service where additional training is required.

The majority of training at the Park is delivered by our own Training team,

however, where additional expertise or external qualifications are required,

specialist training organisations are contracted (for example, working at heights).

Recruitment

Due to the seasonality of our business, each year the Recruitment team advertise our seasonal vacancies to ensure we are fully manned for opening. The team advertise online and in the local press as well as visiting colleges and universities to raise awareness among students of the career possibilities at the Park. Successful candidates are invited to assessment centres and interviews before being chosen to be contracted for the

season.For more information visit www.thorpepark-jobs.com

TRAINING INDUCTIONS

Prior to commencing work at THOR

PE PARK, all

employees, both permanent and s

easonal,

attend the company induction ent

itled ‘Let’s Go

M.A.D. – Make A Difference…’. Th

e aim of this

induction is to give new employee

s the tools and

direction to achieve the knowledg

e they need to

be a successful employee. Attendee

s will learn

information about the Merlin attra

ctions, team

building skills, knowledge about T

HORPE PARK,

Health & Safety procedures, custom

er service

skills and what the Merlin values a

re.

As well as the Park induction, emp

loyees will

also attend specific departmental

inductions, for

example new employees in the Fo

od & Beverage

department attend a 4 week progr

amme looking

at things like Health & Hygiene, pr

oduct

knowledge and guest interaction.

PICSOLVE PHOTOGRAPHY

35

In 2007, Picsolvetook full control

of the production of ride

photography at THORPE PARK. T

hey offer a wide range of

photographic services for our gu

ests and use highly

sophisticated techniques and eq

uipment to capture the

extreme thrills and adrenaline-fu

elled fun.

SUPER FLASH

Super Flash is a multi-channel h

igh power

photographic flash system cap

able of delivering

bursts of 180W flashes at a ra

te of 40 per second.

Developed by Picsolve, this tec

hnology is used

exclusively in their rollercoast

er ride photo systems

and allows them to achieve th

e same level of

lighting quality on high-speed

rollercoasters as on

less technically demanding an

d slower rides such as

log flumes.

CENTRAL PRODUCTION UNIT

The networked Central Production Unit (CPU) is a recent addition to the Picsolveline-up. It links all the Picsolvesystems within a location to a central point allowing a much wider range of products and services to be sold fromT-Shirts and mugs to posters and mouse mats.

HIGH SPEED CAMERA LINKPicsolve’s high speed camera link

makes use of a 1.2Gbit/s fibre optic link designed specifically to deliver the highest possible quality signal to the sales unit from the camera, which can be up to 500m away.

MILLISECOND-ACCURATE CAMERA T

RIGGERING

Millisecond-accurate camera triggerin

g allows

the cameras to take perfectly framed

pictures of

every seat on the high-speed rollerco

asters. The

camera is triggered by infrared lightin

g in order

to capture every seat on the ride. The

finished

picture is then set with a themed ove

rlay to

make it a more appealing product.

CUSTOM SOFTWARE PROVIDES HIGH

CAPACITY

The picture sales process is very streamlined

because the software interfaces directly to

custom point of sale units. This is also true of the

dye-sublimination printers ensuring the fastest

possible sale completion time.

INTERNET ENABLED SYSTEMS

By being internet enabled, the Picsolve systems are able to send regular reports of sales, quality assurance and performance data to Picsolveheadquarters, ensuring the best pictures are always available.

Thorpe Park Student Pack

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