Guest Experience Manager

Description:

We’re looking for a guest focused, and target driven Guest Experience Manager to lead our Guest Experience area, where your passion for world class guest experience will deliver a WOW impression to our visitors.

Reporting to the Head of Operations, you’ll manage and take the lead of creating memorable experiences for all visitors throughout their journey at SEA LIFE London Aquarium by driving high standards and guest related targets through leadership, innovation and brand delivery. Passionate for guest excellence you will need to regularly update the attraction on guest experience performance and take ownership on implementing changes to improve the overall visitor journey.

Our attraction gets busy, so you’ll be managing a high volume of guests, ensuring a slick operation that balances great guest interaction as well as efficiency, ensuring our guests enter the attraction quickly and smoothly. As a Guest Experience Manager at SEA LIFE London you will need to lead the strategy for pre and post visit experience, focusing on dealing with all enquiries and feedback received in agreed timescales with the aim for a positive outcome. As well as focusing on Guest experience you will take ownership for all duty management and operating documentation and ensure everyone undertaking attraction management responsibilities are aligned.

You can’t do all this on your own though, so you’ll be recruiting, training and developing your immediate team, through regular performance reviews, coaching and ongoing development.

This is a full-time permanent role, working any 5 days from 7, including working a regular fair share of weekends and bank holidays as required.

Qualifications & Experience

So, where have you worked before? Ideally already in a high volume guest facing environment – perhaps a theatre, cinema, or better still a visitor attraction. Experience in working with stakeholders to enhance the overall guest experience and leading a Guest Obsession strategy would also be of real interest. Working with Merlin systems such as avius would be beneficial, not essential.

You’ll be an experienced leader of people (along with all that goes with that, such as recruitment, coaching and performance management) and have loads of experience working in a customer facing environment that puts the visitor experience at the heart of everything. You’ll inspire passion and enthusiasm in others and be able to show us that you've got what it takes to take the responsibility to manage your own department.