Guest Experience Manager

JR United Kingdom; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

A leading company in live entertainment seeks a Guest Experience Manager in London. This role is pivotal in enhancing customer service, managing staff performance, and maximizing revenue through strategic initiatives. The successful candidate will have proven leadership skills and a commitment to delivering exceptional guest experiences.

Qualifications

• Experience in guest services management.
• Ability to lead and motivate a team.
• Understanding of health and safety compliance.

Responsibilities

• Lead the Guest Experience team ensuring high service standards.
• Manage daily operations and resolve guest issues.
• Drive commercial targets and maximize revenue opportunities.

Skills

Leadership

Communication

Problem Solving

Job description

Social network you want to login/join with:

The Path Entertainment Group is dedicated to creating world-class experiences. We bring first-class live experience makers with renowned brands and IP to create dynamic location-based entertainment.

Our aim is to disrupt and find a strong audience for culture-led experiences. We are a company with expertise in producing, content development, venue and space management, design, marketing, press, and communications.

Our Live Stage Production arm, Showpath, pushes the boundaries of theatre to reach a global audience. Recent US productions include Monopoly Lifesized in Denver, Dungeons and Dragons: Twenty Sided Tavern transferring to Sydney Opera House, and a major US Tour in 2025.

We are UK-based, internationally focused, with major plans for the US and other markets. Our key ingredient is play, combining competitive socialising with theatricality and globally recognized brands in major cities worldwide.

Monopoly Lifesized, our debut attraction, opened in 2021, with locations in Riyadh, Colorado, and upcoming US sites. Other attractions include SAW with Lionsgate and Paddington Bear opening in London in May 2024.

Overview

To support leadership at a Gamepath Entertainment venue, ensuring high standards of service and engagement, maximizing revenue through add-ons and commercial opportunities, and supporting staff training on operational duties, safety, and compliance. This role provides strategic support to the Venue Manager, focusing on guest experience and income, and is the primary contact for operational and production teams for events and game schedules.

Key responsibilities

Leadership and development

• Lead and motivate the Guest Experience team, including recruitment, induction, performance, training, and personal development.
• Resolve issues impacting the guest experience.
• Engage with Head Office to improve venue services.
• Manage duty management and venue rota.
• Oversee contracted hours, overtime, and casual hours within budgets.
• Deputize for the Venue Manager at weekly meetings, circulate minutes, and ensure action points are addressed.
• Understand the Game Department to support daily operations and decision-making.
• Implement process improvements and report on performance.
• Delegate, train, and mentor Guest Experience Team members.

Guest Experience

• Develop and update guest service standards, and upskill staff regularly.
• Provide visible leadership, ensuring excellent service and maximizing commercial opportunities.
• Share feedback, evaluate guest experience, and suggest improvements.
• Action guest comments and feedback, report findings, and recommend improvements.
• Drive commercial targets through ticket and retail sales, cross-selling, and new revenue streams.
• Assist in staff training, presentation, and stock control in Retail.
• Ensure staff are skilled in using ticketing and EPOS systems.

Duty Management

• Identify staffing and contractor needs, review event schedules.
• Act as Manager on Duty, ensuring safety, security, guest journey, and emergency procedures.
• Encourage a guest-focused culture across teams.
• Review duty management procedures to improve incident handling and maximize sales and standards.
• Make final decisions on game cancellations, prepare detailed reports, and inform Directors, always acting in the company's best interest.

Key Performance Indicators

• Guest feedback and scores
• Achievement of income targets
• Budget and staffing cost management
• Staff morale, retention, and management effectiveness
• Internal communication and relationships
• Success of projects in the Guest Experience journey
• Timeliness and relevance of reports
• Possession of a full UK driving license (may involve travel and transporting materials)

The Path Entertainment Group is an equal opportunities employer. We are committed to fostering a diverse and inclusive workplace where everyone is treated with respect and given equal opportunities regardless of age, disability, gender identity, marital status, pregnancy, race, religion, sex, or sexual orientation.