Guest Experience Specialist
Merlin Entertainments
Guest Experience Specialist
Merlin Entertainments
Manages branded visitor attractions and parks
Guest Experience Specialist
Location: Chessington World of Adventures, Leatherhead Road, Chessington, KT9 2NE
Hours: 40 hours per week
Contract Type: Permanent, salaried
We are recruiting a Guest Experience Specialist to help shape, embed, and elevate world-class guest experiences across our resort. As a key member of the team, you will work closely with operational leaders, site teams, and wider business stakeholders to drive service excellence, improve operational standards, and deliver meaningful enhancements to the guest journey.
In this role, you will lead guest experience improvement initiatives, use guest feedback and performance data to identify opportunities for change, and support the delivery of transformation projects that enhance the overall visitor experience. You will also act as our accessibility champion, ensuring inclusive practices are embedded across the resort and that every guest receives a safe, welcoming, and memorable experience.
This is an exciting opportunity for someone who is passionate about customer experience, enjoys solving complex challenges, and thrives in a fast-paced environment where they can make a real impact.
Significant experience in guest experience, customer service, or operational roles within multi-site or complex environments.
Proven track record of leading service improvement initiatives and embedding operational standards.
Strong analytical skills, with the ability to interpret KPIs, guest feedback, and complaint data to identify trends and drive actionable improvements.
Experience in project management and supporting transformation or operational change initiatives.
Excellent communication, stakeholder management, and problem-solving skills.
Ability to influence, coach, and upskill operational leaders to consistently deliver high-quality guest experiences.
Familiarity with ticketing systems, guest feedback platforms, and accessibility requirements is advantageous.
Ability to thrive in a fast-paced, dynamic environment while maintaining attention to detail and operational consistency.
Compensation: 29968 to N/A (GBP)
Manages branded visitor attractions and parks
Merlin Entertainments operates a global portfolio of branded visitor attractions, including theme parks and experiences. It owns and runs properties such as LEGOLAND Parks, Sea Life centers, The Dungeons, Madame Tussauds, and the London Eye, combining rides, shows, and interactive experiences to attract paying visitors. The company grows by acquiring and integrating well-known brands and venues, then operating them as unified, brand-driven experiences across multiple countries. Its competitive edge comes from scale, a diverse mix of world-famous brands, and a track record of expanding via strategic acquisitions to create a broad, international attraction network. The goal is long-term growth and value creation by expanding its branded attractions footprint and improving operating performance, while staying private to focus on sustained development rather than quarterly market pressures.
Explore more opportunities at Merlin Entertainments