Guest Experience Manager
hace 3 semanas
**Guest Experience Manager**
**SEA LIFE Benalmadena, Puerto Marina; Avd del Puerto**
**Benalmadena, MÁLAGA, 29630**
**Spain**
**About the Role**
The Guest Experience Manager is responsible for the smooth running of the attraction operation and to ensure that every guest we welcome enjoys a magical, memorable, world-class guest experience and that every member of our team embraces and exhibits our company values (known collectively as The Merlin Way).
It is the responsibility of our Guest Experience Manager (and their team) to ensure every guest has an outstanding experience throughout the attraction.
**Essential Job Functions**:
- Ensure all team members in Guest Experience team consistently deliver world-class experiences to our guests
- Deliver initial and ongoing training of Guest Experience/Playmakers Team as required for safe, efficient, and effective operation of assigned areas.
- Work with General Manager (GM) to create and implement optimal and compliant team budgets/schedules for various day-types and seasonal needs.
- Lead the Guest Experience Team to be Guest-Obsessed, positive, proactive, and FUN at all times.
- Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the Guest Experience Team.
- Support and inform GM as part of the attraction Senior Leadership Team.
- Lead by example, particularly on peak trading days, and be able to confidently work every guest facing position in the attraction.
**Main Responsibilities**:
- Serves as Duty Manager of the attraction as required.
- Takes responsibility for recruiting, hiring, onboarding, and ongoing training for Guest Experience Team.
- Understands and clearly communicates KPIs and other success metrics to Playmakers Team.
- Manages performance and growth of Guest Experience Team through Personal Development Plans, Probationary Reviews, Appraisals, and Training.
- Monitors the visual appeal and effectiveness of all assigned areas, regularly making improvement recommendations to GM.
- Manages and rectifies guest complaints in assigned areas per practice and policy, ensuring records are maintained.
- Manages all policies and procedures in relation to employment as advised by Human Resources and Merlin Operations Manual.
- Ensures proper coverage and staff utilization for assigned areas at all times.
- Coaches and Manages their team to provide best-in-class guest experience and maximize profit in all assigned areas.
- Actively and consistently leads by example and serves as aspirational role model at all times.
- Works closely with Marketing Manager (at GM direction) to deliver operational excellence in support of any events or new exhibits.
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