At a Glance
- Tasks: Help guests create unforgettable memories at the iconic London Eye.
- Company: Join a leading attraction known for exceptional guest experiences.
- Benefits: Enjoy bonuses, discounts, free tickets, and volunteer days.
- Other info: Flexible hours with opportunities for growth in a dynamic environment.
- Why this job: Be the voice of guests and shape their London adventure.
- Qualifications: Experience in customer service and a passion for hospitality.
The predicted salary is between 28792 - 28792 £ per year.
What you'll bring to the team
Fancy helping guests experience London from its most iconic perspective?
At 135 metres above the city, the world-famous London Eye is the UK's most popular paid visitor attraction.
Every day, thousands of guests step aboard to see London from a whole new angle and we're looking for a Guest Experience Executive to help ensure every visit lives up to the moment.
This is a pivotal role at the heart of the London Eye experience.
Working closely with the Guest Excellence Manager, you'll be the voice of our guests, helping to shape how they experience the attraction before, during and after their visit.
From responding to enquiries and resolving concerns to managing online reviews and identifying opportunities to improve the guest journey, you'll help create experiences that are memorable for all the right reasons.
Whether a guest is celebrating a special occasion, sharing feedback or seeking support, you'll ensure they feel listened to, valued and cared for.
As the first point of contact for guest enquiries and complaints, you'll manage our guest inbox and support guests across a range of communication channels.
You'll balance empathy with sound judgement, taking ownership of issues and delivering fair, consistent outcomes that reflect our brand values.
You'll also play an important role in protecting both the reputation and commercial performance of the attraction.
From reviewing refund requests and ensuring appropriate resolutions, to supporting revenue and profit protection through systems such as Fever, promotional codes and coupon validation, you'll help safeguard the integrity of our guest experience while making informed business decisions.
Beyond day-to-day guest communications, you'll oversee guest feedback and online reputation management across platforms including Yext and social media channels.
You'll monitor trends, identify opportunities for improvement and work closely with operational teams to turn guest insight into meaningful action.
You'll also support our mystery shop programme, analyse customer experience data and produce reports that help drive continuous improvement across the attraction.
By recognising success, sharing feedback and championing our guests' perspectives, you'll play a key role in helping the London Eye continue to deliver exceptional experiences.
This is a full-time, permanent role. The London Eye welcomes guests every day of the year, so flexibility to work weekends, bank holidays and peak trading periods is essential.
Qualifications & Experience
- Experience delivering exceptional guest or customer experiences in a fast-paced environment.
- Confidence handling guest enquiries, complaints and sensitive situations with professionalism, empathy and sound judgement.
- Excellent written and verbal communication skills, with the ability to engage guests in a clear, warm and professional manner.
- Experience managing customer feedback, online reviews or reputation management activities would be advantageous.
- Strong organisational skills and the ability to manage multiple priorities while maintaining attention to detail.
- An analytical mindset, with the ability to identify trends and turn guest feedback into actionable recommendations.
- Confidence making balanced decisions relating to refunds, guest recovery and revenue protection.
- Experience within hospitality, tourism, leisure, retail or visitor attractions would be beneficial.
- A genuine passion for creating memorable experiences and exceeding guest expectations.
Benefits
- Monthly Bonus based on customer satisfaction
- 25% discount in our retail shops and restaurants
- 40% off LEGO online
- Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
- Enjoy the Ride pass – giving you and 5 others a Merlin Annual Pass (Gold edition)
- X2 volunteer days a year
- Employee pricing up to 55% off cinema tickets
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
Guest Experience Executive employer: The Eye Brand
The Eye Brand is an exceptional employer, offering a vibrant work culture at the iconic London Eye where creativity and customer service excellence thrive. Employees benefit from generous perks such as a 40% discount on LEGO products and complimentary tickets to Merlin attractions, alongside ample opportunities for professional growth and development in a dynamic environment. Join us to make a meaningful impact on guest experiences while being part of a supportive and engaging team.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Executive
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like The Eye Brand. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to The Eye Brand
Don't be shy about reaching out to The Eye Brand directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Experience Executive
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about The Eye Brand and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at The Eye Brand
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
