Guest Experience Lead - Front Desk & Service

Merlin Entertainments; Warwick; On-site; GBP 15,000 - 21,000; Part time

Benefits offered by this job

Employee discount

Merlin Magic Pass

Cinema ticket discounts

Job summary

Merlin Entertainments is seeking a Guest Experience Administrator at Warwick Castle to be the welcoming frontline presence, ensuring exceptional guest service and smooth front-of-house operations. You will handle guest queries, coordinate reception activities, and support incident management in a fast-paced environment.

The role is seasonal with a minimum of 7.5 hours per week, starting ASAP and lasting until 3 January 2027, with potential extensions.

Qualifications

• Experience in a guest service, reception or administrative role (desirable)
• Confident communicator across email, phone, social and face to face
• Highly organised with strong attention to detail and the ability to prioritise
• Experience working in a fast paced, customer facing environment
• Proactive mindset with strong problem-solving skills
• Comfortable using systems, reporting tools and Microsoft Office
• A natural team player who brings energy, professionalism and a sense of fun

Responsibilities

• Be the first face and voice guests, visitors, contractors and teams encounter at Warwick Castle
• Lead day-to-day running of business reception and guide the team
• Handle guest queries across multiple platforms and manage daily reception operations
• Support incident management and coordinate contractors as needed
• Manage digital screens and contribute to service recovery efforts

Skills

Guest service

Reception

Communication

Organisation

Problem solving

MS Office

Team player

Fast paced environment

Tools

MS Office

Job description

Merlin Entertainments is seeking a Guest Experience Administrator at Warwick Castle to be the welcoming frontline presence, ensuring exceptional guest service and smooth front-of-house operations. You will handle guest queries, coordinate reception activities, and support incident management in a fast-paced environment.

The role is seasonal with a minimum of 7.5 hours per week, starting ASAP and lasting until 3 January 2027, with potential extensions.