Senior Guest Experience Leader for Service Excellence

Merlin Entertainments; Carlsbad (CA); Sur place; USD 80 000 - 83 000; Plein temps

Avantages offerts par ce poste

Health insurance

PTO

Merlin Magic Pass

Recognition programs

401(k) with company match

Tuition reimbursement

Learning and advancement opportunities

Résumé du poste

Merlin Entertainments in Carlsbad, CA seeks a Senior Guest Excellence Manager to lead guest experience strategy and service standards. The role partners with operations and global teams to drive guest satisfaction and continuous improvement.

You will coach the Guest Excellence Team, manage escalations, and oversee daily resort operations to foster a guest-first culture and exceptional service delivery.

Qualifications

• Expertise in guest experience management and service strategy.
• Proven leadership coaching and team development.
• Strong ability to analyze NPS/feedback and drive improvements.
• Excellent written and verbal communication.
• Experience leading cross-functional operations and guest programs.
• Track record of continuous improvement in service delivery.

Responsabilités

• Lead the guest experience strategy and ensure consistent service standards.
• Champion guest voice, NPS, sentiment, and accessibility in decisions.
• Drive guest satisfaction through proactive initiatives and service recovery.
• Analyze feedback, KPIs, and data to identify trends and improvements.
• Partner with stakeholders to implement best practices and align priorities.
• Coach the Guest Excellence Team and manage escalations and scheduling.
• Oversee the Resort Duty Manager program and ensure accountability.
• Monitor daily operations through field presence and guest interactions.
• Collaborate with marketing and events to ensure operational readiness.

Connaissances

Guest experience management

Leadership & coaching

Analytical skills

Communication

Operations leadership

Continuous improvement

Problem solving

Change management

Description du poste

Merlin Entertainments in Carlsbad, CA seeks a Senior Guest Excellence Manager to lead guest experience strategy and service standards. The role partners with operations and global teams to drive guest satisfaction and continuous improvement.

You will coach the Guest Excellence Team, manage escalations, and oversee daily resort operations to foster a guest-first culture and exceptional service delivery.