Guest Experience Specialist Stoke-on-Trent, UK

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

What you'll bring to the team

Job Title: Guest Experience Specialist

Division: Global Operations

Location: Alton Towers Resort

Reports to: Director of Planning and Business Support

Contract: Permanent

About the Role

We’re looking for a passionate Guest Experience Specialist to join our team at Alton Towers Resort. This role is pivotal in shaping and enhancing the quality and consistency of guest experiences across the resort. Acting as a strategic link between site teams, regional leadership, and Group Guest Experience functions, you’ll drive operational improvements, embed service standards, and champion accessibility and inclusivity throughout the resort.

You’ll support the design and delivery of initiatives that elevate everyday guest interactions, manage escalated feedback, and ensure operational consistency across both front‑of‑house and back‑of‑house teams.

Key Responsibilities

• Service Standards & Operational Excellence:
• Review, develop, and implement guest service standards across the resort.
• Deliver training and resources to embed Merlin’s service principles.
• Monitor adherence and take corrective action to maintain consistent, high‑quality service.

Guest Experience Improvements

• Analyse guest feedback, complaints, and surveys to identify trends and improvement opportunities.
• Recommend and implement operational changes to enhance guest satisfaction.
• Maintain the UK Resolution Matrix and ensure consistent application across the resort.

Project & Operational Support

• Contribute to transformation projects and operational initiatives.
• Support operational teams with escalated guest issues, providing guidance and coaching.
• Lead site‑level guest communications to mitigate complaints and maintain guest confidence.

Qualifications & Experience

Experience & Qualifications

• Significant experience in guest experience, customer service, or operational roles within multi‑site or complex environments.
• Proven track record in leading service improvement initiatives and embedding operational standards.
• Strong analytical skills to interpret KPIs, feedback, and complaint data for actionable insights.
• Project management experience, supporting operational change or transformation initiatives.
• Excellent communication, stakeholder management, and coaching skills.
• Familiarity with ticketing systems, guest feedback platforms, and accessibility requirements is advantageous.

Skills & Competencies

• Operational excellence and problem‑solving with a data‑driven approach.
• Ability to influence, coach, and upskill operational leaders.
• Strong collaboration across functions and teams.
• Guest‑centric focus with clear, empathetic communication.
• Adaptable and flexible in a fast‑paced, dynamic environment.

Benefits

• ‘Enjoy the Ride’ Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones!
• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year’s service
• 28 days holiday (including bank holidays)
• Private pension scheme
• 40% discount online off LEGO
• 25% discount in our on‑site retail shops and restaurants
• Ongoing training and development opportunities
• Plus, many more…

Pay Range

Compensation between GBP £30,000.00/Yr.-GBP £35,000.00/Yr.