Guest Experience Specialist

What you'll bring to the team

Guest Experience Specialist

Location: Chessington World of Adventures, Leatherhead Road, Chessington, KT9 2NE

Hours: 40 hours per week

Contract Type: Permanent, salaried

We are recruiting a Guest Experience Specialist to help shape, embed, and elevate world-class guest experiences across our resort. As a key member of the team, you will work closely with operational leaders, site teams, and wider business stakeholders to drive service excellence, improve operational standards, and deliver meaningful enhancements to the guest journey.

In this role, you will lead guest experience improvement initiatives, use guest feedback and performance data to identify opportunities for change, and support the delivery of transformation projects that enhance the overall visitor experience. You will also act as our accessibility champion, ensuring inclusive practices are embedded across the resort and that every guest receives a safe, welcoming, and memorable experience.

This is an exciting opportunity for someone who is passionate about customer experience, enjoys solving complex challenges, and thrives in a fast-paced environment where they can make a real impact.

Qualifications & Experience

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Significant experience in guest experience, customer service, or operational roles within multi-site or complex environments.

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Proven track record of leading service improvement initiatives and embedding operational standards.

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Strong analytical skills, with the ability to interpret KPIs, guest feedback, and complaint data to identify trends and drive actionable improvements.

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Experience in project management and supporting transformation or operational change initiatives.

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Excellent communication, stakeholder management, and problem-solving skills.

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Ability to influence, coach, and upskill operational leaders to consistently deliver high-quality guest experiences.

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Familiarity with ticketing systems, guest feedback platforms, and accessibility requirements is advantageous.

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Ability to thrive in a fast-paced, dynamic environment while maintaining attention to detail and operational consistency.

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…

Pay Range

Competitive