Guest Experience Manager

[{{ $ | translate}}] Guest Experience Manager
Merlin Entertainments


Job description

We are THORPE PARK Resort and we are part of the magical Merlin Entertainments!
We are currently recruiting for a Guest Experience Manager!  In this role you will manage communications received, ensuring that the team follow procedures and timelines for pre/post visit recovery, as well as on the day feedback.  You will support and work with the Senior Park Excellence Manager, to ensure the effective delivery of the Guest Experience Operation, by managing all feedback channels to our agreed standards and within our agreed service recovery guidelines; reducing negative feedback through effective communication.
Additionally, as Guest Experience Manger you will lead, motivate and develop Team Leaders & Hosts, to maintain the highest possible standard of guest experience and service, aligned with the company's brand values.  Acting as a role model, you will support the broader Island Help and Information operation, providing support and guidance as required.
We are looking for the following skills and experience;
  • Previous experience of handling complex guest complaints
  • A passionate and dedicated person focused on the guest experience
  • An understanding of Key Performance Indicators
  • Able to deliver a high level of Guest Care
  • A strong attention to detail
  • Understanding of stock management
This role is Full Time, Permanent, averaging 40 hours per week and will include weekends and bank holidays as required.
Alongside a competitive annual salary and 28 days holiday you can look forward to enjoying a great benefits package including a Group Personal Pension Plan; Merlin Magic pass, which gives you 40 free tickets annually, to visit any of our attractions worldwide; Employee Assistance Programme; Life Assurance; 25% discount in our retail shops and restaurants; 40% discount online off of LEGO, and much more!
Want so see us in action?


See description

Job type
Chertsey, United Kingdom
Starting in
As soon as possible
Contract duration

Merlin Entertainments

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