Senior Guest Experience Leader - Service Excellence

LEGOLAND Parks; Carlsbad (CA); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Health care

PTO

Merlin Magic Pass

Recognition programs

401(k)

Tuition reimbursement

Learning opportunities

Job summary

LEGOLAND Parks in Carlsbad is seeking a Senior Guest Excellence Manager to lead the resort's guest experience and service strategy, ensuring service standards are consistently delivered across operations. Reporting to the Director of Operations and Experience, this visible role acts as the voice of the guest, driving satisfaction, NPS performance, and continuous improvement through feedback and insights.

You will oversee the Guest Excellence Team, manage escalations, partner with local and

Qualifications

• Demonstrated expertise in guest experience management and service strategy.
• Proven ability to drive NPS and guest satisfaction.
• Strong leadership with coaching and team development experience.
• Excellent written, verbal and interpersonal communication skills.

Responsibilities

• Lead guest experience strategy and ensure consistent service standards.
• Oversee the Guest Excellence Team and manage guest escalations.
• Partner with local, regional, and global stakeholders to improve the guest experience.
• Coach operational leaders and drive a guest-first culture across resort operations.
• Monitor operations and ensure clear guest communications during events and activations.

Skills

Guest experience

NPS

Leadership

Communication

Training

Data analysis

Problem solving

Tools

CRM systems

Job description

LEGOLAND Parks in Carlsbad is seeking a Senior Guest Excellence Manager to lead the resort's guest experience and service strategy, ensuring service standards are consistently delivered across operations. Reporting to the Director of Operations and Experience, this visible role acts as the voice of the guest, driving satisfaction, NPS performance, and continuous improvement through feedback and insights.

You will oversee the Guest Excellence Team, manage escalations, partner with local and