Guest Experience Manager

What you’ll bring to the team

Guest Experience Manager

Location: Madame Tussauds London

Hours: Working 5 out of 7 days, scheduled between 9:00am – 7:00pm

As Guest Experience Manager at Madame Tussauds London, you will play a pivotal role in delivering a world‑class visitor experience at one of the UK’s most iconic attractions. This is a hands‑on leadership role, responsible for overseeing daily operations, driving commercial performance, and ensuring the highest standards of guest satisfaction, safety, and team engagement. You’ll be passionate about creating memorable moments, thrive in a fast‑paced environment, and lead by example to inspire your team to deliver excellence every day.

Roles & Responsibilities

• Lead daily attraction operations including admissions, retail, rides, and events.
• Act as Duty Manager, ensuring smooth, safe, and guest‑focused operations.
• Manage staffing levels and resource allocation to meet attendance and budget targets.
• Manage and lead the attraction department to achieve Core KPI and Operational Metrics.
• Champion \”Guest Obsession\” across all departments.
• Monitor and improve guest satisfaction scores and queue management.
• Ensure high standards of cleanliness, signage, and theming.
• Conduct and review risk assessments and H&S audits.
• Manage first aid operations and emergency procedures.
• Ensure compliance with Merlin and HSE standards.
• Supervise and develop Guest Experience Supervisors, Ride Operators, and Hosts.
• Deliver coaching, mentoring, and performance management.
• Promote diversity, inclusion, and staff engagement.
• Maximise revenue through upselling and secondary spend strategies.
• Ensure accurate cash handling and profit protection procedures.
• Support PR launches, media events, and brand activations.
• Collaborate with PR and marketing to maintain brand image.
• Train and onboard new Duty Managers and team members.

Qualifications & Experience

• Proven operational management experience in a fast‑paced, customer‑facing environment.
• Strong leadership and team development skills.
• Commercial acumen with a track record of driving revenue and upselling.
• Excellent understanding of health and safety standards and procedures.
• First aid qualification (or willingness to obtain).
• IT literate, with experience using ticketing systems (e.g., Accesso) and operational IT platforms.
• Ability to manage high‑pressure situations and resolve guest issues effectively.
• Passion for delivering exceptional guest experiences and fostering a positive team culture.

Benefits

• 33 days holiday (including bank holidays)
• ‘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 of our Merlin Attractions across the world rising to 40 after a year’s service
• Company bonus
• Private pension scheme
• 40% discount online off LEGO
• 25% discount in our on‑site retail shops and restaurants
• Ongoing training and development opportunities
• Plus, many more…

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email atrecruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.

Pay Range

Competitive