Guest Experience Manager

COREcruitment Ltd; Rotterdam, Den Haag; On-site; EUR 70,000 - 95,000; Full time

Benefits offered by this job

International brand exposure

Retail discount

Job summary

COREcruitment Ltd is seeking a Guest Experience Manager for a renowned indoor family attraction in The Hague. You will lead the guest journey across admissions, play zones, retail and F&B, and inspire a frontline team to deliver joyful, safe visits for families.

The role requires Dutch and English, 5+ years in guest service leadership, hands-on floor presence, and flexibility for weekends and school holidays.

Qualifications

• 5+ years of experience in guest service leadership within theme parks, family entertainment centres, attractions, hospitality, or a related guest-facing environment.
• Strong knowledge of service design, crowd and capacity management, and guest feedback systems.
• Excellent interpersonal and communication skills in Dutch and English.

Responsibilities

• Own the end-to-end guest experience across admissions, orientation, interactive play zones, retail, and F&B touchpoints.
• Recruit, train, and mentor a team of hosts and experience coordinators.
• Act as the senior point of contact for guest feedback and complaints, resolving issues with confidence.
• Ensure all areas meet cleanliness, accessibility, and child-safety standards.
• Monitor guest satisfaction scores, queue times, and capacity flow, translating data into concrete actions.

Skills

Guest service leadership

Team leadership

Dutch & English communication

Job description

For our client, a world-famous and beloved company, we are seeking an experienced and passionate Guest Experience Manager to take on a key leadership role at a renown indoor 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 Dutch and English;
• 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.
• Flexibility in terms of schedule and availability for weekends, school holidays, and peak seasons is important.

Additional benefits

• Opportunity to be part of an international, widely-beloved company.
• Discount on all own brand products in the retail.

No relocation package and no visa sponsorship.

Job title: Guest Experience Manager

Location: The Hague, Netherlands