Guest Experience Lead - Multi-Site Service Excellence

Merlin Entertainments; Stoke-on-Trent; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading entertainment company seeks a Guest Experience Specialist at Alton Towers Resort, responsible for enhancing guest experiences and operational excellence. The role involves implementing service standards, analysing feedback for improvements, and managing escalated issues. Candidates should have significant experience in guest services and strong analytical skills. The position offers a competitive salary and attractive benefits including Merlin Annual Passes and discounts.

Benefits

Merlin Annual Pass

Merlin Magic Pass

28 days holiday

Private pension scheme

40% discount online off LEGO

25% discount in retail shops

Ongoing training and development

Qualifications

• Significant experience in guest experience or customer service.
• Proven track record in leading service improvement initiatives.
• Strong analytical skills for interpreting KPIs and feedback.

Responsibilities

• Review, develop, and implement guest service standards.
• Analyse guest feedback to recommend operational changes.
• Support operational teams with escalated guest issues.

Skills

Operational excellence

Problem-solving

Data-driven approach

Coaching skills

Communication

Collaboration

Job description

A leading entertainment company seeks a Guest Experience Specialist at Alton Towers Resort, responsible for enhancing guest experiences and operational excellence. The role involves implementing service standards, analysing feedback for improvements, and managing escalated issues. Candidates should have significant experience in guest services and strong analytical skills. The position offers a competitive salary and attractive benefits including Merlin Annual Passes and discounts.