Guest Experience Executive

Merlin Entertainments; Greater London; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Monthly bonus

Shops/restaurants discount (25%)

LEGO online 40% off

Merlin Magic Pass

Enjoy the Ride pass

Volunteer days

Cinema tickets up to 55% off

Job summary

Merlin Entertainments is seeking a Guest Experience Executive for the London Eye in London. You will be the voice of our guests, handling enquiries, resolving concerns and shaping their experience before, during, and after their visit.

You'll manage communications across channels, protect reputation and revenue, and work with teams to turn guest insight into action. Weekend and peak shifts are required in this full-time role.

Qualifications

• Experience delivering exceptional guest experiences in a fast-paced environment.
• Confidently handle guest enquiries and complaints with empathy and sound judgement.
• Excellent written and verbal communication, engaging guests in a clear, warm manner.

Responsibilities

• Respond to guest enquiries and complaints across channels.
• Manage guest inbox and online reviews with timely, fair resolutions.
• Identify opportunities to improve the guest journey and drive loyalty.

Skills

Guest experience

Customer service

Communication skills

Feedback management

Organisational skills

Analytical mindset

Refund decisions

Hospitality industry experience

Job description

Fancy helping guests experience London from its most iconic perspective?

At 135 metres above the city, the world-famous London Eye is the UK's most popular paid visitor attraction. Every day, thousands of guests step aboard to see London from a whole new angle and we're looking for a Guest Experience Executive to help ensure every visit lives up to the moment.

This is a pivotal role at the heart of the London Eye experience. Working closely with the Guest Excellence Manager, you'll be the voice of our guests, helping to shape how they experience the attraction before, during and after their visit.

From responding to enquiries and resolving concerns to managing online reviews and identifying opportunities to improve the guest journey, you'll help create experiences that are memorable for all the right reasons. Whether a guest is celebrating a special occasion, sharing feedback or seeking support, you'll ensure they feel listened to, valued and cared for.

As the first point of contact for guest enquiries and complaints, you'll manage our guest inbox and support guests across a range of communication channels. You'll balance empathy with sound judgement, taking ownership of issues and delivering fair, consistent outcomes that reflect our brand values.

You'll also play an important role in protecting both the reputation and commercial performance of the attraction. From reviewing refund requests and ensuring appropriate resolutions, to supporting revenue and profit protection through systems such as Fever, promotional codes and coupon validation, you'll help safeguard the integrity of our guest experience while making informed business decisions.

Beyond day-to-day guest communications, you'll oversee guest feedback and online reputation management across platforms including Yext and social media channels. You'll monitor trends, identify opportunities for improvement and work closely with operational teams to turn guest insight into meaningful action.

You'll also support our mystery shop programme, analyse customer experience data and produce reports that help drive continuous improvement across the attraction. By recognising success, sharing feedback and championing our guests' perspectives, you'll play a key role in helping the London Eye continue to deliver exceptional experiences.

This is a full-time, permanent role. The London Eye welcomes guests every day of the year, so flexibility to work weekends, bank holidays and peak trading periods is essential.

Qualifications & Experience

• Experience delivering exceptional guest or customer experiences in a fast-paced environment.
• Confidence handling guest enquiries, complaints and sensitive situations with professionalism, empathy and sound judgement.
• Excellent written and verbal communication skills, with the ability to engage guests in a clear, warm and professional manner.
• Experience managing customer feedback, online reviews or reputation management activities would be advantageous.
• Strong organisational skills and the ability to manage multiple priorities while maintaining attention to detail.
• An analytical mindset, with the ability to identify trends and turn guest feedback into actionable recommendations.
• Confidence making balanced decisions relating to refunds, guest recovery and revenue protection.
• Experience within hospitality, tourism, leisure, retail or visitor attractions would be beneficial.
• A genuine passion for creating memorable experiences and exceeding guest expectations.

Benefits

• Monthly Bonus based on customer satisfaction
• 25% discount in our retail shops and restaurants
• 40% off LEGO online
• Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
• Enjoy the Ride pass - giving you and 5 others a Merlin Annual Pass (Gold edition)
• X2 volunteer days a year
• Employee pricing up to 55% off cinema tickets

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at [e-mail] and one of the team will get back to you as soon as possible.

Pay Range

GBP £28,792.79/Yr.