Guest Experience Specialist

Merlin Entertainments Group; Sandford Hill; On-site; GBP 30,000 - 35,000; Full time

Job summary

A prominent entertainment firm is looking for a Guest Experience Specialist to join their team at Alton Towers Resort. In this pivotal role, you will enhance guest experiences, drive operational improvements, and manage escalated feedback. Ideal candidates will have significant experience in guest experience and customer service, along with strong analytical and communication skills. This position offers a salary between £30,000 and £35,000 and various employee benefits including complimentary tickets and training opportunities.

Benefits

Enjoy the Ride Merlin Annual Pass

Merlin Magic Pass

28 days holiday

Private pension scheme

40% discount off LEGO

25% discount in retail shops

Ongoing training and development

Qualifications

• Significant experience in guest experience or customer service roles.
• Proven track record in leading service improvement initiatives.
• Excellent communication, stakeholder management, and coaching skills.

Responsibilities

• Review and implement guest service standards across the resort.
• Analyse guest feedback to identify trends and improvements.
• Support operational teams with escalated guest issues.

Skills

Guest experience

Operational excellence

Communication

Stakeholder management

Analytical skills

Coaching

Tools

Ticketing systems

Guest feedback platforms

Job description

What you'll bring to the team

Job Title: Guest Experience Specialist
Division: Global Operations
Location: Alton Towers Resort
Reports to: Director of Planning and Business Support
Contract: Permanent

About the Role

We're looking for a passionate Guest Experience Specialist to join our team at Alton Towers Resort. This role is pivotal in shaping and enhancing the quality and consistency of guest experiences across the resort. Acting as a strategic link between site teams, regional leadership, and Group Guest Experience functions, you'll drive operational improvements, embed service standards, and champion accessibility and inclusivity throughout the resort. You'll support the design and delivery of initiatives that elevate everyday guest interactions, manage escalated feedback, and ensure operational consistency across both front‑of‑house and back‑of‑house teams.

Key Responsibilities

• Service Standards & Operational Excellence: Review, develop, and implement guest service standards across the resort.
• Deliver training and resources to embed Merlin's service principles.
• Monitor adherence and take corrective action to maintain consistent, high‑quality service.

Guest Experience Improvements

• Analyse guest feedback, complaints, and surveys to identify trends and improvement opportunities.
• Recommend and implement operational changes to enhance guest satisfaction.
• Maintain the UK Resolution Matrix and ensure consistent application across the resort.

Project & Operational Support

• Contribute to transformation projects and operational initiatives.
• Support operational teams with escalated guest issues, providing guidance and coaching.
• Lead site‑level guest communications to mitigate complaints and maintain guest confidence.

Qualifications & Experience

Significant experience in guest experience, customer service, or operational roles within multi‑site or complex environments. Proven track record in leading service improvement initiatives and embedding operational standards. Strong analytical skills to interpret KPIs, feedback, and complaint data for actionable insights. Project management experience, supporting operational change or transformation initiatives. Excellent communication, stakeholder management, and coaching skills. Familiarity with ticketing systems, guest feedback platforms, and accessibility requirements is advantageous.

Skills & Competencies

• Operational excellence and problem‑solving with a data‑driven approach.
• Ability to influence, coach, and upskill operational leaders.
• Strong collaboration across functions and teams.
• Guest‑centric focus with clear, empathetic communication.
• Adaptable and flexible in a fast‑paced, dynamic environment.

Benefits

• '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 our Merlin Attractions across the world rising to 40 after a year's service
• 28 days holiday (including bank holidays)
• 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

Compensation between GBP £30,000.00/Yr.-GBP £35,000.00/Yr.