Guest Relations Manager

Merlin Entertainments Group; Stoke-on-Trent; On-site; GBP 28,000; Full time

Job summary

Join a forward-thinking company that creates unforgettable experiences at one of the UK's most iconic attractions. As a Guest Relations Manager, you'll play a vital role in enhancing guest satisfaction and ensuring smooth operations. This fast-paced position requires strong problem-solving skills and a commitment to exceptional service. Enjoy a supportive environment where every day brings new challenges and opportunities to make a difference. With a fabulous benefits package and the chance to work in a fun atmosphere, this is your opportunity to shine in the hospitality industry.

Benefits

Pension

Life Assurance

Discretionary company bonus

25 days’ holiday

Merlin Magic Pass

25% discount in retail shops

40% discount on LEGO

Qualifications

• Passionate about guest experience and service.
• Ability to build relationships with stakeholders.

Responsibilities

• Manage overall guest experience and feedback efficiently.
• Oversee fire safety and health audits at accommodation.

Skills

Problem-solving skills

Guest service

Communication

Job description

What you'll bring to the team

At Alton Towers Resort, we don’t just create thrilling experiences — we create unforgettable memories. As part of the Merlin Entertainments family, we are one of the UK’s most iconic attractions, welcoming millions of guests every year to enjoy our world-class rides, immersive events, themed hotels, and waterpark.

We believe in fun, adventure, and exceptional guest service. Our team is the heart of everything we do, and we pride ourselves on delivering magical moments for every guest, every time. Working here means being part of a fast-paced, supportive, and truly unique environment where no two days are ever the same.

Join us — and help bring joy, excitement, and extraordinary experiences to life.

About the Role

We are currently recruiting for aGuest Relations Manager to join us at the Alton Towers Resort, the UK's only attraction that specialises in making Britain happy!

In this role you'll be responsible for dealing with the overall guest experience, and face to face hotel feedback in an efficient and effective manner; as well as ensuring we are providing the highest standard of service possible.

Shift patterns will include working from 07:00 to 15:00, and from 14:30 to 22:30. Weekend and Bank Holiday work is also required.

You'll build excellent relationships with all departments and key stakeholders in the hotels both to; overlook the guest journey and ensure the operation is ran as smoothly as possible.

This position is fast paced, challenging and you will be required to use your problem-solving skills to think outside the box during the daily operation.

You will be the day-to-day contact for everything fire safety at the accommodation site, including the operation of our accommodation fire safety systems, as well as our health and safety audits.

We are looking for someone who is passionate about the guest experience and will always put our guests first. If this, is you, then submit an application!

Benefits

We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects. Benefits include Pension, Life Assurance, discretionary company bonus, 25 days’ holiday and, of course, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, as well as 25% discount in our retail shops and restaurants and 40% discount on LEGO.

Pay Range

GBP £28,000.00/Yr.