Senior Guest Experience Leader | Elevate Service & NPS

Merlin; Carlsbad (CA); Vor Ort; USD 80.000 - 83.000; Vollzeit

Zusammenfassung

Merlin in Carlsbad, CA seeks a Senior Guest Excellence Manager to lead guest experience strategy and service standards across the resort. Reporting to the Director of Operations and Experience, this role drives guest satisfaction, NPS performance, and continuous improvement through feedback and insights.

You will oversee the Guest Excellence Team, manage escalations, and collaborate with local, regional, and global stakeholders to implement service enhancements and the Resort Duty Manager

Qualifikationen

• Experience in guest experience management and service strategy.
• Ability to analyze NPS, guest feedback, and KPIs.
• Proven leadership coaching teams and influencing stakeholders.
• Excellent written and verbal communication skills.
• Ability to manage escalations and drive continuous improvement.
• Track record of fostering a guest-first culture.

Aufgaben

• Lead guest experience strategy and ensure consistent service standards across operations.
• Champion NPS and guest sentiment in decision-making.
• Drive guest satisfaction through proactive service initiatives and recovery programs.
• Analyze feedback and data to identify trends and improvements.
• Partner with local, regional, and global stakeholders to implement best practices.
• Lead and develop the Guest Excellence Team, including escalations and scheduling.
• Act as the senior escalation point for complex guest concerns.
• Lead the Resort Duty Manager program and coach operational leaders.
• Monitor daily operations through field presence and guest interactions.
• Collaborate with marketing, events, and contact center for readiness.
• Ensure compliance with health, safety, security, and incident reporting.

Kenntnisse

Guest experience

Leadership

Analytical skills

Communication

Change management

Cross-functional

Jobbeschreibung

Merlin in Carlsbad, CA seeks a Senior Guest Excellence Manager to lead guest experience strategy and service standards across the resort. Reporting to the Director of Operations and Experience, this role drives guest satisfaction, NPS performance, and continuous improvement through feedback and insights.

You will oversee the Guest Excellence Team, manage escalations, and collaborate with local, regional, and global stakeholders to implement service enhancements and the Resort Duty Manager