Guest Experience Lead

The Eye Brand; Greater London; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Monthly bonus

Retail discount 25%

LEGO discount 40%

Merlin Magic Pass

Enjoy the Ride pass

Volunteer days 2x/year

Cinema ticket discounts

Job summary

The London Eye invites a Guest Experience Executive to ensure every visit is memorable. You will respond to enquiries, resolve concerns, and manage online reviews, acting as the voice of guests across multiple channels.

You’ll help protect revenue while delivering fair outcomes and shaping how guests experience the attraction. Working closely with the Guest Excellence Manager, you’ll turn guest feedback into meaningful improvements and support continuous enhancement of the guest journey.

Qualifications

• Experience delivering exceptional guest experiences in fast-paced settings.
• Confident handling of guest enquiries and complaints with empathy.
• Excellent written and verbal communication with warm, professional tone.
• Experience managing customer feedback or online reputation is advantageous.
• Strong organisational skills and attention to detail.

Responsibilities

• Be the voice of our guests across channels, resolving issues promptly.
• Respond to enquiries, manage refunds, and protect revenue where appropriate.
• Monitor guest feedback and online reputation, identify improvement opportunities.
• Support mystery shop programs and produce actionable insights.
• Collaborate with operations to improve the guest journey.

Skills

Guest experience

Communication skills

Customer service

Problem solving

Attention to detail

Team collaboration

Hospitality experience

Tools

Yext

Social media monitoring

CRM tools

Job description

The London Eye invites a Guest Experience Executive to ensure every visit is memorable. You will respond to enquiries, resolve concerns, and manage online reviews, acting as the voice of guests across multiple channels.

You’ll help protect revenue while delivering fair outcomes and shaping how guests experience the attraction. Working closely with the Guest Excellence Manager, you’ll turn guest feedback into meaningful improvements and support continuous enhancement of the guest journey.