Guest Excellence Team Leader

Merlin Entertainments Group; Stoke-on-Trent; On-site; GBP 60,000 - 80,000; Full time

Job summary

Join an exciting team at a leading theme park resort where you can inspire and lead a dynamic group dedicated to delivering exceptional guest experiences. As a Guest Excellence Team Leader, you'll play a crucial role in shaping unforgettable moments for guests while ensuring operational excellence. Your passion for guest service and strong leadership skills will help drive continuous improvement and enhance the overall guest journey. This is a fantastic opportunity to thrive in a fast-paced environment where every day brings new challenges and rewards.

Benefits

Merlin Magic Pass - 20 free tickets

40% discount online off LEGO

25% discount in on-site shops

Access to discounts on retailers

Ongoing training and development opportunities

Qualifications

• Natural leader with strong coaching and mentoring skills.
• Passionate about guest service and efficient enquiry handling.

Responsibilities

• Lead and develop a team of Guest Services Hosts.
• Oversee guest feedback management and ensure timely responses.
• Analyze trends in guest feedback to enhance overall experience.

Skills

Leadership

Coaching and Mentoring

Guest Service

Communication Skills

Analytical Skills

Organizational Skills

Job description

What you'll bring to the team

Location: Alton Towers Resort

Be part of something amazing at Alton Towers Resort!

Are you passionate about delivering world-class guest experiences? Do you thrive in a dynamic, fast-paced environment where no two days are the same? If so, we have an exciting opportunity for you!

We are looking for aGuest Excellence Team Leaderto join our team and help shape unforgettable moments for our guests. You will oversee guest feedback and enquiry management across multiple platforms, ensuring every guest receives exceptional service. If you are a proactive leader who is passionate about guest experience and service recovery, this is the perfect role for you!

Why You’ll Love This Role:

Lead and inspire a dynamic team, ensuring every guest interaction is exceptional. Use guest insights and data to drive service improvements and enhance the overall guest journey. Champion accessibility and inclusivity, ensuring all guests enjoy a seamless experience. Represent the Guest Excellence team, collaborating across departments to drive continuous improvement. Be part of an exciting, fast-moving environment at the UK’s most thrilling theme park resort!

What You’ll Be Doing:

• Lead and develop a team of Guest Services Hosts, ensuring operational excellence.
• Oversee guest feedback management, ensuring timely responses and effective resolutions across various channels.
• Analyse trends in guest feedback, using insights to enhance the overall experience and inform business decisions.
• Champion accessibility and inclusivity, ensuring our resort is welcoming to all.
• Collaborate with key departments, supporting initiatives that enhance guest satisfaction.
• Uphold brand standards and ensure compliance with profit protection policies.
• Act as a key point of contact for guest service escalations and operational incidents.

Qualifications & Experience

What We’re Looking For:

A natural leader with strong coaching and mentoring skills. Passion for guest service, with the ability to handle enquiries with empathy and efficiency. Excellent communication and interpersonal skills, with the ability to engage with guests and stakeholders alike. Analytical mindset, with the ability to identify trends and implement improvements. Strong organisation skills and the ability to prioritise tasks in a fast-paced environment. Previous experience in a leadership role within guest services, hospitality, or customer experience is desirable.

Benefits

• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world
• 40% discount online off LEGO
• 25% discount in our on-site retail shops and restaurants
• Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants and travel
• Ongoing training and development opportunities
• Plus, many more...

Pay Range

Compensation between GBP £11.00/Hr.-GBP £12.70/Hr.