Guest Experience Specialist

Merlin Entertainments; Greater London; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

33 days holiday (including bankhols)

Merlin Annual Passes - 6 per year (1 +

Merlin Magic Pass - 20 free tickets

Company bonus

Private pension scheme

40% discount LEGO online

25% discount on-site shops/restaurants

Ongoing training and development

Job summary

Merlin Entertainments' Chessington resort is seeking a Guest Experience Specialist to shape and elevate guest journeys across our site. You will work with operational leaders and teams to drive service excellence, embed standards, and deliver meaningful enhancements to the visitor experience.

You will lead experience improvement initiatives, analyse guest feedback and performance data, support transformation projects, and act as accessibility champion to ensure inclusive, safe, welcoming

Qualifications

• Significant experience in guest experience or customer service in multi-site environments.
• Proven track record of leading service improvement initiatives and embedding standards.
• Strong analytical skills to interpret KPIs and feedback for action.
• Experience in project management and transformation support.
• Excellent communication and stakeholder management.

Responsibilities

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

Skills

Guest experience

Customer service

Operational roles

Service improvement

Analytics

Project management

Stakeholder management

Communication

Influence leaders

Accessibility

Tools

Ticketing systems

Guest feedback platforms

Job description

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

Hours: 40 hours 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 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.

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