Guest Experience Specialist

Job Description

What you'll bring to the team

Ready to help create AWESOME memories every single day?

We’re looking for a confident, guest obsessed and people focused Guest Experience Specialist to join the team at LEGOLAND® Windsor Resort, where creativity, fun and unforgettable experiences come together. In this influential role, you’ll help shape how our guests feel at every stage of their visit, making sure every interaction reflects care, consistency and a little bit of magic from arrival to farewell.

You’ll play a vital role in embedding brilliant guest experiences across the Resort, working closely with operational teams, central Guest Experience functions and senior leaders. Acting as a key connector between insight and action, you’ll help turn feedback into meaningful improvements, support inclusive and accessible experiences and ensure our service standards are lived and breathed every day.

What you’ll do:

• Champion world class guest service standards, embedding them across front of house and back of house teams.
• Use guest feedback, data and insight to identify trends and drive improvements that make a real difference.
• Support operational teams to resolve escalated guest issues confidently, fairly and consistently.
• Lead and support guest experience and transformation projects that enhance everyday interactions.
• Act as the site accessibility champion, embedding inclusive practices and supporting Ride Access Pass operations.

This is a full time, permanent role, working any 5 days out of 7. This will include weekends and bank holidays, with flexibility required to support a live Resort environment and peak operational periods.

Qualifications & Experience

• Significant experience in guest experience, customer service or operational roles within complex or multi-site environments.
• Proven ability to lead service improvement initiatives and embed operational standards.
• Strong analytical skills with confidence using guest feedback, metrics and insights to drive change.
• Excellent communication and stakeholder management skills, with the ability to influence and coach others.
• A guest first mindset, with a natural sense of empathy, inclusivity and care.
• Comfortable working at pace, adapting to changing priorities while maintaining attention to detail.

If you’re passionate about creating inclusive, feel-good experiences and want to help shape unforgettable LEGO® memories for every guest, we’d love to hear from you.

Benefits

• 40% off LEGO online
• 25% discount in our retail shops and restaurants
• 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
• Free staff parking
• Ongoing training & development
• Discounted rates at Merlin hotels all over the world
• 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

Competitive