Guest Services Manager

Location: LEGOLAND® Windsor Resort, Windsor, SL4 4AY

Hours: 37.5 hours per week, across a 7-day rota (any 5 days out of 7)

Here at LEGOLAND Windsor Resort our 2024 season is in full swing, and we are recruiting for a Guest Services Manager to join the team!

Our Guest Services Team are the first port of call for guests popping in with enquiries at the beginning of their day and the team who receive and handle feedback during and after their day in the Park.

As the Guest Services Manager, you will recruit, train, coach and support the team to maintain excellent standards, and that guest feedback is received with compassion, empathy and any compensation is delivered in line with service recovery guidelines and Merlin company policy.

You will be a representative for our guests, presenting on their behalf any feedback trends and championing appropriate recommendations to other operational teams, to promote and embrace positive advancements in guest experience. In order to influence change, you will be data driven, with a curiosity for data analysis, mindful of achieving our resort KPI targets and internal metrics, leading by example and maintaining your own high standards of guest interactions.

As the Guest Services Manager you will form part of the wider Guest Excellence Management Team, undertaking the role of daily Duty Manager for the department, and seeking out moments of magic with our guests across the Resort!

• Previous experience working within a customer facing, team leader role is essential. You must have previously received guest feedback and achieved resolutions in a face-to-face environment
• You should be a strong, motivational leader, with a natural ability to coach, influence and build rapport with your team
• Of course you will be an exceptional communicator, in both face-to face and written communications
• You’ll be data driven, with the ability to analyse and present data, identify trends, and you’ll also be proficient in Microsoft Office Suite
• Experience using systems such as Accesso and Avius Optimus are desirable
• As an experienced guest services leader you will remain calm under pressure, challenge others when appropriate, adapt to each guest interaction as necessary and be confident to respond to challenging situations, all with the mindset of delivering first class customer service

• 40% discount off LEGO sets and products on the online LEGO Store!

• Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
• 25% discount in Merlin retail shops and restaurants (a brilliant extra treat when you’re using your Magic Pass to visit!)
• Staff discount codes for Merlin Annual Passes to gift to loved ones!
• ‘Enjoy the Ride’ Regional Merlin Annual Passes – 6 in total per year, 1 for you, plus 5 to gift to loved ones!

• Private pension scheme
• Life assurance scheme
• Employee assistance programme
• Access to Perks at Work which 30,000+ national & local employee discounts
• Free staff parking
• Ongoing training & development

About the LEGOLAND® Windsor Resort

We are looking for a Guest Services Manager to join our AWESOME team at the UK’s favourite children’s theme park; the LEGOLAND® Windsor Resort. The LEGOLAND Windsor Resort is the ultimate destination for families with children age 2-12. The Resort is home to two awesome LEGO themed Hotels and a host of rides, shows and attractions built around the iconic LEGO® brick. This role is based at the Windsor theme park, located in 150 acres of beautiful parkland.

About Merlin

A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

If you have any questions or if you require any reasonable adjustments, because of a disability or medical condition, please contact us by email at jobs@legoland.co.uk and one of the team will get back to you as soon as possible.