Guest Experience Specialist

Chessington World of Adventures Resort; Ewell; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

33 days holiday

Merlin Annual Passes

Company bonus

Pension

Staff discounts

Training & development

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Guest experience

Service improvement

Analytical skills

Project management

Communication

Influence and coaching

Accessibility awareness

Attention to detail

Job description

What you'll bring to the team

Guest Experience Specialist

Location: Chessington World of Adventures, Leatherhead Road, Chessington, KT9 2NE

Hours: 40hours per week

Contract Type: Permanent, salaried

We are recruiting a Guest Experience Specialist to help shape, embed, and elevate world-class guest experiences across our resort. As a key member of the team, you will work closely with operational leaders, site teams, and wider business stakeholders to drive service excellence, improve operational standards, and deliver meaningful enhancements to the guest journey.

In this role, you will lead guest experience improvement initiatives, use guest feedback and performance data to identify opportunities for change, and support the delivery of transformation projects that enhance the overall visitor experience. You will also act as our accessibility champion, ensuring inclusive practices are embedded across the resort and that every guest receives a safe, welcoming, and memorable experience.

This is an exciting opportunity for someone who is passionate about customer experience, enjoys solving complex challenges, and thrives in a fast-paced environment where they can make a real impact.

Qualifications & Experience

• Significant experiencein guest experience, customer service, or operational roles within multi-site or complex environments.

• Proventrack recordof leading service improvement initiatives and embedding operational standards.

• Strong analytical skills, with the ability to interpret KPIs, guest feedback, and complaint data toidentifytrends 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 isadvantageous.

• Ability to thrive in a fast-paced, dynamic environment whilemaintainingattention to detail and operational consistency.

Benefits

• 33 days holiday (including bank holidays)
• ‘Enjoy the Ride’ Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones!
• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world rising to 40 after a year’s service
• Company bonus
• Private pension scheme
• 40% discount online off LEGO
• 25% discount in our on-site retail shops and restaurants
• Ongoing training and development opportunities
• Plus, many more…

Pay Range

Competitive