Regional Head of Guest Experience - UK (Maternity Cover)

Merlin Entertainments Group; England; On-site; GBP 56,000; Full time

Job summary

A leading company in entertainment is seeking a Regional Head of Guest Experience to champion exceptional service delivery across multiple theme park attractions. This hands-on leadership role demands strong leadership, strategic thinking, and a commitment to enhancing guest satisfaction. The ideal candidate will possess extensive operational experience in customer-facing industries, driving improvements and ensuring consistency in guest experiences.

Benefits

Pension

Life Assurance

Discretionary company bonus

25 days’ holiday

Merlin Magic Pass for free admission

25% discount in retail shops and restaurants

40% discount on LEGO

Qualifications

• Proven leader with multi-site operational experience.
• Strong interpersonal skills to inspire and coach teams.
• Demonstrated success in guest service strategy and performance improvement.

Responsibilities

• Lead guest experience operations and support attraction managers.
• Provide coaching to frontline teams ensuring high service standards.
• Act as senior escalation point for complex guest complaints.

Skills

Leadership

Interpersonal Skills

Strategic Thinking

Communication

Job description

What you'll bring to the team

Regional Head of Guest Experience – (Maternity Cover)

Location: UK Resort Theme Parks

Are you a passionate leader who thrives in fast-paced operational environments? Do you believe in the power of unforgettable guest experiences? At Merlin Entertainments, we’re on a mission to create truly magical moments across our world-class attractions – and we’re looking for a Regional Head of Guest Experience (Maternity Cover) to help lead that journey.

About the Role:

As our Regional Head of Guest Experience, you’ll be the driving force behind exceptional service delivery across attractions in your region. You’ll translate global strategies into local action, ensuring operational excellence, consistent guest satisfaction, and a seamless experience from arrival to exit.

This is a hands-on leadership role—you’ll work closely with frontline and attraction teams, not from behind a desk, but right where the magic happens. Your guidance will shape how our guests feel, and your strategic vision will ensure service consistency aligned with our global standards.

Key Responsibilities:

Operational Excellence

Lead the region’s guest experience operations, supporting attraction managers in day-to-day performance.

Provide real-time coaching to frontline teams and ensure adherence to high service standards.

Act as the senior escalation point for complex guest complaints and sensitive feedback.

Transformation & Improvement

Implement practical, region-specific operational changes to improve service flow and guest satisfaction.

Roll out and support change initiatives across multiple attractions, including recovery frameworks and resource optimization.

Qualifications & Experience

What We’re Looking For:

• A proven leader with multi-site operational experience in customer-facing industries (e.g., hospitality, theme parks, retail, entertainment).
• Strong interpersonal skills, with the ability to inspire and coach frontline teams.
• Strategic thinker with a practical, hands-on approach.
• Demonstrated success in guest service strategy, performance improvement, and budget management.
• Excellent communicator, capable of influencing at all levels and collaborating across functions.

Benefits

We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects – ideal if you’re already fantastic and want to become even better (our magic can help here).Benefitsinclude 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.If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at [e-mail] and one of the team will get back to you as soon as possible.

Pay Range

GBP £55,650.00/Yr.