Guest Experience Specialist Chessington, UK

Merlin Entertainments; Ewell; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

33 days holiday including bank

Merlin Annual Passes

Private pension scheme

Company bonus

Discount on LEGO online

On-site discounts

Job summary

Merlin Entertainments seeks a Guest Experience Specialist at Chessington World of Adventures to shape and elevate guest journeys across the resort. You will lead experience improvement initiatives, analyse guest feedback, and partner with site teams to drive service excellence and transformation projects.

You will also champion accessibility, ensuring inclusive practices are embedded, creating a safe, welcoming, and memorable experience for every guest in a fast-paced, dynamic environment.

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 across the resort.
• Use guest feedback and performance data to identify opportunities for change.
• Support the delivery of transformation projects to enhance the visitor experience.
• Act as accessibility champion and embed inclusive practices for all guests.
• Collaborate with site teams and stakeholders to drive service excellence.
• Coach operational leaders to consistently deliver high-quality guest experiences.

Skills

Guest experience

Customer service

Operational roles

Service improvement

Project management

Communication

Stakeholder management

Accessibility awareness

Data analysis

Ticketing systems

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