Guest Experience Executive
Guest Experience Executive
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Job Description
What youll bring to the team
Guest Experience Executive
Location:THORPE PARK Resort KT16 8PN
Hours: 40 hours per week
Salary:
The Guest Experience Executive supports the daytoday operation of driving operations excellence at the Resort and is a key liaison between the site and the Global Contact Centre ensuring a seamless and positive experience for guests.
Responsibilities:
- Play a key role in the escalation process for guest issues ensuring timely and satisfactory resolutions.
- Act as the onsite point of contact for the global Contact Centre for unresolved guest queries and feedback.
- Proactively address guest complaints and identify opportunities to enhance the resolution process.
- Collaborate with site teams to implement strategies for enhancing guest satisfaction.
- Assist in developing and implementing initiatives to address systemic issues and improve overall guest satisfaction.
- Support the daytoday operation of Accessibility and Guest Services offices on site.
- Act as a point of escalation for general Resort feedback and accessibility issues within either the park or hotel.
Qualifications & Experience
- Experience in a customer service guest relations or similar role.
- Strong analytical skills with the ability to interpret KPIs and identify actionable trends.
- Familiarity with ticketing systems and guest feedback mechanisms is advantageous.
- Excellent communication and problemsolving skills. Ability to thrive in a fastpaced dynamic environment while maintaining attention to detail.
Benefits
- Enjoy the Ride Merlin Annual Passes 6 in total per year 1 for you plus 5 to gift to loved ones!
- Merlin Magic Pass 20 free tickets for you your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a years service
- 28 days holiday (including bank holidays)
- Company bonus
- Private pension scheme
- 40 discount online off LEGO
- 25 discount in our onsite retail shops and restaurants
- Ongoing training and development opportunities
- Plus many more
This role is a fulltime role averaging 40 hours per week. Due to the nature of the business this will include weekends bank holidays and some late evenings as required.
If you have any questions or if you require any assistance because of a disability or medical condition please contact us by email atand one of the team will get back to you as soon as possible.
Pay Range
Employment Type
Full-Time
