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For Companies At a Glance
- Tasks: Lead guest experience operations and ensure exceptional service across attractions.
- Company: Join Merlin Entertainments, a leader in creating magical moments at world-class attractions.
- Benefits: Enjoy a fab package including a Merlin Magic Pass, discounts, and 25 days' holiday.
- Why this job: Be part of a fun, fast-paced environment where your leadership shapes unforgettable guest experiences.
- Qualifications: Proven leadership in customer-facing roles with strong interpersonal and strategic skills required.
- Other info: This is a maternity cover role, perfect for those passionate about guest satisfaction.
The predicted salary is between 55650 - 55650 £ per year.
What you\’ll bring to the team
Regional Head of Guest Experience – (Maternity Cover)
Location: UK Resort Theme Parks
Are you a passionate leader who thrives in fast-paced operational environments? Do you believe in the power of unforgettable guest experiences? At Merlin Entertainments, we’re on a mission to create truly magical moments across our world-class attractions – and we’re looking for a Regional Head of Guest Experience (Maternity Cover) to help lead that journey.
About the Role:
As our Regional Head of Guest Experience, you’ll be the driving force behind exceptional service delivery across attractions in your region. You’ll translate global strategies into local action, ensuring operational excellence, consistent guest satisfaction, and a seamless experience from arrival to exit.
This is a hands-on leadership role—you’ll work closely with frontline and attraction teams, not from behind a desk, but right where the magic happens. Your guidance will shape how our guests feel, and your strategic vision will ensure service consistency aligned with our global standards.
Key Responsibilities:
Operational Excellence
Lead the region’s guest experience operations, supporting attraction managers in day-to-day performance.
Provide real-time coaching to frontline teams and ensure adherence to high service standards.
Act as the senior escalation point for complex guest complaints and sensitive feedback.
Transformation & Improvement
Implement practical, region-specific operational changes to improve service flow and guest satisfaction.
Roll out and support change initiatives across multiple attractions, including recovery frameworks and resource optimization.
Qualifications & Experience
What We’re Looking For:
- A proven leader with multi-site operational experience in customer-facing industries (e.g., hospitality, theme parks, retail, entertainment).
- Strong interpersonal skills, with the ability to inspire and coach frontline teams.
- Strategic thinker with a practical, hands-on approach.
- Demonstrated success in guest service strategy, performance improvement, and budget management.
- Excellent communicator, capable of influencing at all levels and collaborating across functions.
Benefits
We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects – ideal if you’re already fantastic and want to become even better (our magic can help here).Benefitsinclude Pension, Life Assurance, discretionary company bonus, 25 days’ holiday and, of course, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, as well as 25% discount in our retail shops and restaurants and 40% discount on LEGO.If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at Recruitment@Merlinentertainments.biz and one of the team will get back to you as soon as possible.
Pay Range
GBP £55,650.00/Yr. #J-18808-Ljbffr
Regional Head of Guest Experience - UK (Maternity Cover) employer: Merlin Entertainments Group
Contact Detail:
Merlin Entertainments Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Regional Head of Guest Experience - UK (Maternity Cover)
✨Tip Number 1
Familiarise yourself with Merlin Entertainments' core values and guest experience philosophy. Understanding their mission to create magical moments will help you align your approach and demonstrate your passion for enhancing guest experiences during any discussions.
✨Tip Number 2
Network with current or former employees in similar roles. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial when discussing your leadership style and operational strategies.
✨Tip Number 3
Prepare specific examples of how you've successfully led teams in fast-paced environments. Highlighting your hands-on leadership experience and ability to inspire frontline staff will resonate well with the hiring team.
✨Tip Number 4
Stay updated on industry trends in guest experience and operational excellence. Being knowledgeable about current best practices will allow you to discuss innovative ideas that could enhance service delivery at Merlin's attractions.
We think you need these skills to ace Regional Head of Guest Experience - UK (Maternity Cover)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience in customer-facing industries. Focus on specific achievements related to guest experience and operational excellence, as these are key for the Regional Head of Guest Experience role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for creating unforgettable guest experiences. Mention how your strategic thinking and hands-on approach align with Merlin Entertainments' mission and values.
Showcase Relevant Skills: Emphasise your strong interpersonal skills and ability to inspire teams. Provide examples of how you've successfully managed guest service strategies and improved performance in previous roles.
Prepare for Potential Questions: Anticipate questions related to handling complex guest complaints and implementing operational changes. Prepare examples from your past experiences that demonstrate your problem-solving abilities and leadership style.
How to prepare for a job interview at Merlin Entertainments Group
✨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 have successfully enhanced customer satisfaction and operational excellence.
✨Demonstrate Leadership Skills
Prepare to discuss your leadership style and how you've inspired and coached frontline teams in previous positions. Highlight any multi-site operational experience you have, especially in fast-paced environments like hospitality or entertainment.
✨Be Ready for Scenario-Based Questions
Expect questions that assess your problem-solving abilities, particularly regarding complex guest complaints. Think of real-life scenarios where you effectively managed difficult situations and improved service delivery.
✨Align with Their Strategic Vision
Research Merlin Entertainments' global strategies and be prepared to discuss how you would translate these into local actions. Show that you understand their mission and can contribute to their goals of operational excellence and guest satisfaction.
