As our Guest Experience Assistant Manager you will be an integral part of the park leadership team developing effective working relationships with all departments. Responsible for delivering excellence in guest experience, working with all team members and departments to influence and collaborate. To support driving delivery and consistency across guest relations and standards.

What can we offer you?

• £19,200 per year
• Discretionary bonus packages
• Fantastic team environment
• 25% discount on holidays for yourself, friends and family
• Stand-by breaks available at a discounted rate
• Full uniform provided where necessary
• Full training

Your key responsibilities will include:

• Deliver Guest interaction through all communication channels to engage & develop strong community’s whilst enhancing experience
• Work closely with the HOD on park, other park teams and Central Support team to achieve and align brand standards, best practice, key messaging and expectations. Which will support with local content to make pre-arrival and on park experience engaging and relevant
• Understand, analyse and effectively use, insight and customer feedback to identify emerging issues promptly and proactively solve problems before they escalate.
• Take accountability and be responsible for managing all customer complaints and goodwill within the guidelines
• Be the voice of the customer to bring to life the guest experience to improve feedback and reviews
• Lead the team to ensure Guest Experience targets are met and continuous improvement in the following CSAT/NPS/customer experience scores/complaint ratio
• Training, Coaching and building the capability of the experience team is essential, equipping them with tools and knowledge to succeed.
• Identify and maximise opportunities for Guests by understanding the needs of the customer to maximise revenue across all channels, ensuring you are well versed with all current promotions and incentives with a focus around additional aftersales services and activity management.
• Utilise all systems available to maintain a customer database in order to facilitate future guest experience opportunities.
• Contact guests prior to arrival to discuss their holiday stay and offer, upgrades, extensions to enhance service experience and upsell in line with central guidance and support.