Senior Guest Experience Manager

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

Benefits dieser Stelle

Health insurance

PTO

Merlin Magic Pass

Recognition programs

401(k) with company match

Tuition reimbursement

Learning and advancement opportunities

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Guest experience management

Leadership & coaching

Analytical skills

Communication

Operations leadership

Continuous improvement

Problem solving

Change management

Jobbeschreibung

The Senior Guest Excellence Manager leads the resort’s guest experience and service strategy, ensuring service standards are consistently delivered across the operation. Reporting to the Director of Operations and Experience, this highly visible leadership role serves as the voice of the guest, driving guest satisfaction, NPS performance, service recovery, and continuous improvement through guest feedback and insights. The position oversees the Guest Excellence Team, manages guest escalations, and partners with operational, local, and global stakeholders to implement service enhancements. Additionally, the role leads the Resort Duty Manager program, coaching and developing operational leaders while actively participating in daily resort operations to foster a guest-first culture, operational excellence, and consistent execution of service standards.

Qualifications & Experience

Key Responsibilities

• Lead the Resort’s guest experience strategy, ensuring consistent execution of service standards and a guest-first culture across all operations.
• Serve as the voice of the guest by championing NPS, guest sentiment, accessibility, and service priorities in operational and leadership decision-making.
• Drive guest satisfaction through proactive service initiatives, service recovery programs, recognition efforts, training, and memorable guest experiences.
• Analyze guest feedback, surveys, reviews, KPIs, and operational data to identify trends, address service gaps, prioritize improvements, and provide actionable insights to leadership.
• Partner with local, regional, and global stakeholders to implement best practices, align operational priorities, and enhance the overall guest experience.
• Lead, coach, and develop the Guest Excellence Team, overseeing guest communications, feedback resolution, escalations, group support services, performance management, scheduling, budgets, and service standards.
• Act as the senior escalation point for complex guest concerns, ensuring timely resolution and effective guest recovery while building team capability in communication and problem-solving.
• Lead the Resort Duty Manager program by establishing service expectations, coaching operational leaders, conducting Duty Manager shifts, and driving accountability for operational and guest experience standards.
• Monitor daily operations through active field presence, guest interaction, and operational observations to identify opportunities, resolve issues, and improve execution.
• Serve as the key Operations partner for marketing initiatives, promotions, special events, resort activations, and contact center partnerships, ensuring operational readiness and clear guest communication.
• Foster strong cross-functional relationships to support consistent messaging, effective communication, seamless service delivery, and a connected end-to-end guest experience.
• Ensure compliance with health, safety, security, risk management, and incident reporting requirements while promoting a culture of continuous improvement and operational excellence.
• Perform additional duties and special projects as assigned.

Qualifications And Experience

• Demonstrated expertise in guest experience management, including service strategy, service standards, guest recovery, and driving guest satisfaction.
• Strong analytical skills with the ability to interpret NPS, guest feedback, performance metrics, and operational data to identify trends and implement actionable improvements.
• Proven leadership experience with a track record of coaching, developing, and motivating teams while influencing stakeholders across multiple operational functions.
• Excellent written, verbal, and interpersonal communication skills, with the ability to collaborate effectively with local, regional, and global partners.
• Strong operational leadership and decision-making skills, including the ability to manage escalations, resolve complex issues, and perform effectively in a fast-paced environment.
• Demonstrated ability to drive continuous improvement initiatives that enhance service delivery, operational effectiveness, and the overall guest experience.
• Skilled in problem-solving, change management, and fostering a guest-first culture through collaboration and innovation.
• Ability to manage multiple priorities, adapt to changing business needs, and maintain a high level of professionalism and accountability.
• Commitment to upholding health, safety, security, and compliance standards.

Benefits

• Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.
• Paid Time Off (PTO).
• Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions.
• Recognition Programs and Rewards.
• 401(k) Program: Save for the future with company matching contributions.
• Tuition Reimbursement Programs: Get support for further education and career growth.
• Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!

Pay Range

Compensation between USD $80,000.00/Yr.-USD $83,000.00/Yr.