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- Tasks: Lead guest experience improvements and optimise operational processes in a vibrant theme park.
- Company: Join a top family resort in the UK, dedicated to unforgettable experiences.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Be part of a passionate team shaping the future of family entertainment.
- Qualifications: 5+ years in theme park operations and strong guest service skills required.
- Other info: Hands-on leadership role with a focus on continuous improvement and guest satisfaction.
The predicted salary is between 36000 - 60000 £ per year.
Join Our Mission to Be the No.1 Family Resort in the UK!
Are you passionate about delivering unforgettable guest experiences? Do you thrive in a fast-paced theme park environment? We are seeking a dynamic Guest Excellence Manager to help lead our journey to becoming the number one choice for families in the UK.
In this pivotal role, you will take ownership of driving continuous improvement across the Resort, ensuring feedback is translated into action, processes are optimised, and our teams are aligned to deliver world-class experiences. You will work closely with departmental leads and actively participate in Park Duty Manager shifts to observe, analyse, and implement change.
Key Responsibilities
- Champion guest experience by analysing feedback, identifying trends, and leading root cause investigations.
- Review and enhance operational processes to ensure service excellence across the Park.
- Collaborate with cross-functional teams to embed a culture of improvement and accountability.
- Lead audits and set service standards to maintain operational excellence.
- Monitor ride uptime, guest safety, and staff efficiency through data and daily oversight.
- Coach and support team leaders through training and hands-on guidance.
- Drive performance through reporting, trend analysis, and action planning.
- Support the Park Duty Manager programme, ensuring readiness to manage any incidents.
- Represent the Resort with professionalism, positivity, and a strong guest-first mindset.
What We’re Looking For
Essential:
- 5+ years in theme park operations, including park management or supervisory roles.
- Proven experience in guest service and complaint resolution.
- Strong analytical, critical thinking, and communication skills.
- A hands-on leader with a passion for continuous improvement.
Desirable:
- Degree or diploma in Business or related field.
- 5+ years in a senior leadership role within theme park or leisure industries.
- Prior experience in incident and crisis management.
Why Join Us?
- Play a key role in shaping the future of a leading family destination.
- Be part of a passionate, supportive, and forward-thinking leadership team.
- Enjoy a varied, rewarding role where no two days are the same.
- Work in a unique, guest-focused environment that values innovation and integrity.
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Guest Excellence Manager employer: Drayton Manor Resort
Contact Detail:
Drayton Manor Resort Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Excellence Manager
✨Tip Number 1
Familiarise yourself with the latest trends in guest experience management, especially within theme parks. This knowledge will not only help you during interviews but also demonstrate your commitment to continuous improvement.
✨Tip Number 2
Network with current or former employees in similar roles. They can provide valuable insights into the company culture and expectations, which can be a game-changer when it comes to tailoring your approach.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved guest experiences in past roles. Use data and outcomes to illustrate your impact, as this aligns perfectly with the analytical skills they're looking for.
✨Tip Number 4
Showcase your leadership style by highlighting instances where you've coached or developed team members. This will resonate well with their desire for a hands-on leader who fosters a culture of improvement.
We think you need these skills to ace Guest Excellence Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in theme park operations and guest service. Use specific examples that demonstrate your ability to enhance guest experiences and lead teams effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional guest experiences. Mention how your background aligns with the responsibilities of the Guest Excellence Manager role and provide examples of your leadership in similar environments.
Showcase Analytical Skills: Since the role requires strong analytical skills, include instances where you've successfully analysed feedback or data to implement improvements. This will show your capability to drive performance through reporting and trend analysis.
Prepare for Potential Questions: Anticipate questions related to guest service and complaint resolution during the interview process. Prepare examples from your past experiences that demonstrate your problem-solving abilities and hands-on leadership style.
How to prepare for a job interview at Drayton Manor Resort
✨Show Your Passion for Guest Experience
Make sure to express your enthusiasm for creating unforgettable guest experiences. Share specific examples from your past roles where you successfully enhanced guest satisfaction or resolved complaints.
✨Demonstrate Analytical Skills
Prepare to discuss how you've used data to drive improvements in guest services. Be ready to explain how you analyse feedback and trends to implement effective changes in operations.
✨Highlight Leadership Experience
Emphasise your hands-on leadership style and provide examples of how you've coached and supported team leaders. Discuss your approach to fostering a culture of accountability and continuous improvement.
✨Prepare for Scenario-Based Questions
Expect questions that assess your crisis management skills. Think of scenarios where you've had to manage incidents or improve safety and efficiency, and be ready to share your thought process and actions taken.
