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Guest Experience Manager

2 weeks ago

Auckland, Auckland, New Zealand Merlin Entertainments Full time

At Merlin Entertainments, we are seeking a seasoned professional to lead our Guest Experience team as a key member of our management team. This role is focused on delivering exceptional guest experiences across all areas of our attraction, including admissions, talks, tours, and duty supervision.

Main Responsibilities
  • Develop and implement strategies to improve team productivity and performance, ensuring efficient daily operations and monitoring labour productivity.
  • As the first point of guest contact, adopt a customer-centric approach to continually enhance and actively drive the department's results through upselling opportunities.
  • Provide comprehensive training to new starters and ongoing coaching to GE and admission team members, ensuring they are set up for success and receiving regular feedback on their performance.
  • Roster staff effectively, ensuring that the department budget is not overspent and that the roster is published in a timely manner according to the EA agreement.
  • Respond promptly to guest reviews on YEXT, Facebook messages, and the Optimus inbox to ensure all guests are responded to within 48 hours.
  • Complete Admission Month End reports accurately and efficiently.
  • Deliver quarterly one-on-ones with all team members to prioritize their ongoing success and development.
  • Conduct performance management conversations when required, with support from Operations Manager.
  • E nsure staff deliver all Education classes in line with the core SEA LIFE values.
  • Work closely with the booking coordinator to align programmes with the current offering at SEA LIFE Kelly Tarltons.
  • Fulfill the role of PCI Champion for the attraction and ensure all payment processing team members are trained and following PCI compliance.
  • Support the GE and Admission team on the floor as needed and assist in covering breaks as necessary.
  • Fulfill the role of Duty Supervisor when required and ensure enough staff are trained in the role.
  • Assist with GE and related profit protection compliance, including daily tamper checks, refund logs, complimentary tickets logs, lost property processes.
  • Actively manage team performance, including setting clear expectations, providing regular feedback, addressing underperformance, and recognizing high achievers to foster a strong team culture.