Guest Experience Manager

Merlin Entertainments Group; Greater London; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a leading attraction in the heart of London as a Guest Experience Manager, where you’ll play a pivotal role in creating unforgettable experiences for visitors. This dynamic position requires a passion for customer service and strong leadership skills to inspire your team. You will be at the forefront of enhancing guest journeys, ensuring every visit is memorable. With a focus on innovation and problem-solving, you will help shape the future of guest engagement in a vibrant and exciting environment. If you’re ready to shine and make a difference, this is the role for you!

Benefits

Competitive salary

Non-contractual bonus

Rail season ticket loan

Discounts at attractions on food and retail

40% online LEGO discount

Access to an employee discount website

Merlin Magic Pass

Qualifications

• Experience in a high-volume guest-facing environment.
• Skills in recruitment, coaching, and performance management.

Responsibilities

• Lead attraction teams to ensure a world-class guest experience.
• Motivate the team to maximize upsells and improve guest satisfaction.

Skills

Customer Service

Leadership

Problem Solving

Stakeholder Management

Job description

What you'll bring to the team

Fancy taking a leading role in the ULTIMATE fame experience? Join the team at Madame Tussauds London and truly immerse yourself in fame and taste the life of the rich and famous, through a combination of our historic artistic methods (that date back centuries, by the way!), immersive sets and pioneering modern tech. Our talent agents are currently scouting for the latest stars to join our phenomenal cast. We’re looking for a Guest Experience Manager to join our team to help create memorable experiences for our guests.

Leading our attraction teams daily to ensure Madame Tussauds London delivers a world class experience and that the guest journey is constantly reviewed in order to deliver and exceed guest expectations. You'll be right in the heart of the action, ensuring that every guest's journey begins with excitement and ends with satisfaction.

As a Guest Experience Manager, you will need to radiate passion for customer service and seek new opportunities to improve the guest experience. You will motivate the team to maximise upsells and secondary spends.

This is a 6-month fixed-term, full-time role, with a shift pattern covering 5 out of 7 days. Due to our year-round operation, full availability including weekends and bank holidays is required.

So, what are you waiting for? Come on in, it’s your time to shine!

Qualifications & Experience

Ideally, you will have experience in a high-volume guest-facing environment such as a theatre, cinema, or visitor attraction. Experience working with stakeholders to enhance the guest experience and leading a Guest Obsession strategy is desirable.

You should be an experienced leader with skills in recruitment, coaching, and performance management, and have extensive experience in customer-facing roles that prioritize visitor experience. You must inspire passion and enthusiasm, and demonstrate the ability to manage your own department responsibly.

Responsible, confident, and proactive, you should be able to think on your feet, solve problems, and make decisions under pressure. Your innovative approach will help you find solutions to challenges.

Benefits

Why join us?

• Competitive salary
• Non-contractual bonus
• Rail season ticket loan
• Discounts at attractions on food and retail
• 40% online LEGO discount
• Access to an employee discount website
• Merlin Magic Pass – free entry for friends and family into attractions worldwide!

If you have questions or need assistance due to a disability or medical condition, please contact us at [e-mail]. A team member will respond promptly.

Pay Range

Competitive