Guest Experience Executive 

Location: THORPE PARK Resort, KT16 8PN
Hours: 40 hours per week
Salary: 

The Guest Experience Executive supports the day-to-day operation of driving operations excellence at the Resort and is a key liaison between the site and the Global Contact Centre, ensuring a seamless and positive experience for guests.

Responsibilities: 

• Play a key role in the escalation process for guest issues, ensuring timely and satisfactory resolutions.
• Act as the on-site point of contact for the global Contact Centre for unresolved guest queries and feedback.
• Proactively address guest complaints and identify opportunities to enhance the resolution process.
• Collaborate with site teams to implement strategies for enhancing guest satisfaction.
• Assist in developing and implementing initiatives to address systemic issues and improve overall guest satisfaction.
• Support the day-to-day operation of Accessibility and Guest Services offices on site.
• Act as a point of escalation for general Resort feedback and accessibility issues within either the park or hotel.

• Experience in a customer service, guest relations, or similar role.
• Strong analytical skills with the ability to interpret KPIs and identify actionable trends.
• Familiarity with ticketing systems and guest feedback mechanisms is advantageous.
• Excellent communication and problem-solving skills. • Ability to thrive in a fast-paced, dynamic environment while maintaining attention to detail.

• ‘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 our Merlin Attractions across the world rising to 40 after a year’s service
• 28 days holiday (including bank holidays)
• 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…

This role is a full-time role, averaging 40 hours per week. Due to the nature of the business this will include weekends, bank holidays and some late evenings as required.

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