Guest Experience Executive

Merlin; Greater London; On-site; GBP 25,000 - 33,000; Full time

Benefits offered by this job

Monthly Bonus

Staff discount 25%

40% off LEGO online

Merlin Magic Pass

Enjoy the Ride pass

Volunteer days

Cinema ticket discounts

Job summary

Merlin is seeking a Guest Experience Executive for the London Eye, acting as the voice of our guests and shaping their experience before, during and after a visit. You will respond to inquiries, resolve concerns and protect the attraction's reputation while supporting revenue protection and guest insights.

You will work closely with the Guest Excellence Manager and operations teams to deliver memorable experiences and ensure fair, consistent outcomes across channels.

Qualifications

• Experience delivering exceptional guest experiences in a fast-paced environment.
• Confident handling guest enquiries, complaints and sensitive situations with empathy.
• Excellent written and verbal communication, clear and professional.
• Experience managing customer feedback or online reviews is advantageous.
• Strong organisational skills with ability to multitask and maintain detail.
• Analytical mindset to identify trends and translate feedback into actions.
• Experience with refunds, guest recovery and revenue protection decisions.
• Hospitality, tourism, leisure, retail or visitor attractions background is beneficial.

Responsibilities

• Respond to guest enquiries and complaints, balancing empathy with sound judgement.
• Manage guest inbox and support across multiple channels.
• Review refunds requests and support revenue protection decisions.
• Oversee guest feedback and online reputation management across platforms.
• Monitor trends, identify improvement opportunities and work with ops teams.
• Support mystery shop programme and analyse customer experience data.
• Produce reports highlighting insights and drive continuous improvement.

Skills

Guest experience

Enquiries handling

Communication skills

Feedback management

Organisational skills

Analytical mindset

Refund decisions

Hospitality experience

Job description

What you'll bring to the team

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.