Guest Experience Manager

COREcruitment Ltd; Den Haag; On-site; EUR 40,000 - 44,000; Full time

Job summary

The Hague, Netherlands is hosting a Guest Experience Manager role, reporting to the General Manager and leading a front-line team to deliver an exceptional family experience.

You will own the guest journey from admissions to play zones and F&B, recruit and coach hosts, and handle feedback to maintain top satisfaction while upholding safety and cleanliness standards.

Qualifications

• 5+ years of guest service leadership in theme parks, family entertainment, attractions, hospitality, or similar environments.
• Proven track record leading diverse front-line teams during peak seasons with high guest satisfaction.
• Strong knowledge of service design, crowd and capacity management, and guest feedback systems (NPS/CSAT).
• Excellent English; Dutch is a strong plus; other languages welcome in this international destination.

Responsibilities

• Lead end-to-end guest experience across admissions, orientation, play zones, retail, and F&B.
• Recruit, train, and mentor hosts and experience coordinators, setting service standards.
• Serve as senior point of contact for guest feedback and resolve issues to convert visitors into loyal fans.
• Ensure cleanliness, accessibility, and child-safety standards with operations and maintenance teams.
• Monitor guest satisfaction metrics and translate data into improvements for guest experience and commercial performance.

Skills

Guest service leadership

Team development

English fluency

Dutch language (plus)

Service design

Safety standards

Communication

Flexible scheduling

Job description

Guest Experience Manager

Location: The Hague, Netherlands

Salary: €3600-€3900 gross per month

Start date: ASAP

We are seeking an experienced and passionate Guest Experience Manager to take on a key leadership role at a family attraction in The Hague. Reporting to the attraction's General Manager, the successful candidate will combine outstanding service leadership with the ability to build, develop, and inspire a front-line team that will welcome thousands of families every year.

Key Responsibilities

• Guest journey leadership: Own the end-to-end guest experience across admissions, orientation, interactive play zones, retail, and food & beverage touchpoints, ensuring a seamless, joyful, and safe visit for families with children of all ages.
• Team development: Recruit, train, and mentor a team of hosts and experience coordinators - setting service standards, coaching individuals, and building a culture where playfulness and professionalism go hand in hand.
• Service recovery: Act as the senior point of contact for guest feedback and complaints, resolving issues with confidence and turning disappointed visitors into loyal fans.
• Standards and safety: Ensure all areas meet strict cleanliness, accessibility, and child-safety standards, working closely with operations and maintenance teams on daily readiness checks and continuous improvement.
• Performance and insights: Monitor guest satisfaction scores, queue times, and capacity flow, translating data into concrete actions that improve both the guest experience and commercial performance.

Key Requirements

• 5+ years of experience in guest service leadership within theme parks, family entertainment centres, attractions, hospitality, or a related guest-facing environment, including experience with a new venue opening or major expansion (a strong plus).
• A proven track record of leading diverse front-line teams through high-volume, peak-season operations while maintaining consistently high guest satisfaction.
• Strong knowledge of service design, crowd and capacity management, and guest feedback systems (NPS, CSAT, or equivalent).
• Excellent interpersonal and communication skills in English; Dutch is a strong plus (additional languages are welcome in this international destination).
• Familiarity with attraction safety standards, accessibility requirements, and family-focused service expectations.
• An energetic, hands-on leadership style - comfortable on the floor during busy periods, leading by example and bringing genuine enthusiasm for play and family fun.
• A flexible schedule, including availability for weekends, school holidays, and peak seasons.

No relocation package and no visa sponsorship.