Chessington World of Adventures

Guest Experience Manager - Chessington

Chessington, London
31 Jul 2017
07 Aug 2017
Job Type
Full Time

Guest Experience Manager - Chessington

We are Chessington World of Adventures Resort and we are part of the magical Merlin Entertainments!

We are currently recruiting for a Guest Experience Manager. In this role you will be responsible for the day to day operation and management of the Guest Help and Information front and back of house teams. Main areas of responsibility include supporting the Guest Help and Information team in managing and leading service recovery and delivering customer service excellence. You will lead department inductions; training and performance management of the front and back of house teams; whilst ensuring documentation is kept and evidenced. You will be responsible for the direct management of our Duty Managers and Guest Experience Executives; you will ensure that you correspond with Adventurers and take full responsibility for responding to escalated enquiries & feedback whilst ensuring strict timescales for pre and post visit correspondence are adhered to.

Working with the Product Excellence Manager you will help to implement effective ways of tracking & responding to adventurer feedback and will be instrumental in seeking ways of reducing guest compensation. You will assist the Product Excellence Manager with the implementation and deliver of all company, resort and department policies and procedures. Finally you will regularly take on the role of Department Duty Manager, running the day to day operation in Guest Help and Information and dealing with any on the day enquiries or escalated feedback from our Adventurer’s. This role would suit someone who wants to progress in the customer service area & leisure industry.

We are looking for the following skills and experience;

  • Our ideal candidate will have bags of enthusiasm & energy.
  • Have a responsible approach, caring nature and good problem solving skills.
  • You will have strong communication & organization skills
  • Have the ability to see the bigger picture possessing a proactive nature.

This role is full time, 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, Employee Assistance Programme, Childcare Vouchers, Life Assurance, 25% discount in our retail shops and restaurants, 40% discount online off of LEGO, and much more!

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