Guest Experience Manager

**Guest Experience Manager - SEA LIFE Benalmadena**

**SEA LIFE Benalmadena, Puerto Marina; Avd del Puerto**
**Benalmadena, MÁLAGA, 29630**
**Spain**

Merlin Entertainments is a business built on fun. We are the world's second-largest visitor attraction operator and we have over 130 attractions, 21 hotels and 6 holiday villages in 24 countries across 4 continents. Our iconic brands include the likes of SEA LIFE, Madame Tussauds, the Dungeons, LEGOLAND Parks, LEGO® Discovery Centers' and more

We are now looking for a Guest Experience Manager to join our SEALIFE team in Benalmadena

SEA LIFE takes its visitors on a fascinating tour of freshwater and marine life, inspiring and educating the next generation to love and conserve our planet’s aquatic creatures. There’s an ocean of opportunity at SEA LIFE, - we’re looking for individuals who strive for the best, hold onto a personal dream, and aren't afraid to swim upstream to get it

**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 the Guest Experience 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.

**About you**
- You have a proven track record of motivating, guiding and developing large teams to reach their full potential and to consistently deliver amazing guest experiences
- You have experience of managing multiple departments or different disciplines/operational areas
- You have experience of arranging staffing levels and rotas to cover the needs of the business with budget guidelines.
- You have the capability and sense to take decisions on the spot which may influence daily operations.
- You have previous significant operational experience in order to manage the day-to-day operational complexities within the attraction.
- You are passionate about guest service and have a positive ‘can do’ attitude to ensure that each and every guest leaves the attraction a ‘raving fan’.
- You are well versed in and adept at writing operational risk assessments, SOP’s, Health and Safety and training plans
- You love working as part of a team and ensure that every member of your staff embodies this
- You have experience within similar guest service driven industries - attractions/hotels/hospitality/leisure in Operational Management roles

**Everyone Matters at Merlin.**

At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the sam