Guest Experience Lead — Transformation & Accessibility

Chessington World of Adventures Resort; Ewell; Presencial; GBP 22 000 - 28 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

33 days holiday

Merlin Annual Passes

Company bonus

Pension

Staff discounts

Training & development

Resumo da oferta

Chessington World of Adventures Resort is seeking a Guest Experience Specialist to shape and elevate the guest journey across the resort. You will lead service improvements, analyse feedback, and drive transformational projects while championing accessibility and inclusive practices.

The role is permanent, full-time, based at Chessington, 40 hours per week, with opportunities for development.

Qualificações

• Significant experience in guest experience, customer service, or operational roles within multi-site or complex environments.
• Proven track record of leading service improvement initiatives and embedding operational standards.
• Strong analytical skills, with the ability to interpret KPIs, guest feedback, and complaint data to identify trends and drive actionable improvements.
• Experience in project management and supporting transformation or operational change initiatives.
• Excellent communication, stakeholder management, and problem-solving skills.
• Ability to influence, coach, and upskill operational leaders to consistently deliver high-quality guest experiences.
• Familiarity with ticketing systems, guest feedback platforms, and accessibility requirements is advantageous.
• Ability to thrive in a fast-paced, dynamic environment while maintaining attention to detail and operational consistency.

Responsabilidades

• Lead guest experience improvement initiatives and embed service standards.
• Use guest feedback and performance data to identify opportunities for change.
• Support delivery of transformation projects to enhance the guest journey.
• Act as accessibility champion and embed inclusive practices across the resort.

Conhecimentos

Guest experience

Service improvement

Analytical skills

Project management

Communication

Influence and coaching

Accessibility awareness

Attention to detail

Descrição da oferta de emprego

Chessington World of Adventures Resort is seeking a Guest Experience Specialist to shape and elevate the guest journey across the resort. You will lead service improvements, analyse feedback, and drive transformational projects while championing accessibility and inclusive practices.

The role is permanent, full-time, based at Chessington, 40 hours per week, with opportunities for development.