Guest Experience Executive

Job Title: Guest Experience Executive

Location: LEGOLAND Windsor Resort, Windsor, SL4 4AY

Hours: 37.5 hours per week, across a 7-day rota (any 5 days out of 7) / Full time fully flexible, any 5 days out of 7 (immediate start)

Here at the LEGOLAND Windsor Resort, we are recruiting for a Guest Experience Executive to join our AWESOME Team

The Guest Experience Executive supports the day-to-day operation of driving operations excellence at the Resort and is a key liaison between the site and the Global Contact Centre, ensuring a seamless and positive experience for guests. This role is integral to resolving escalated guest feedback, providing education and coordinating adjustments for guests with additional needs, as well as coordinating with the wider Resort Operations teams to deliver world-class experiences. The Guest Experience Executive acts as a champion of the Guest ensuring that all Resort teams have visibility of guest feedback and action is taken to address challenges to overall guest experience.

KEY RESPONSIBILITIES Escalated Guest Resolutions:

• Play a key role in the escalation process for guest issues, ensuring timely and satisfactory resolutions.

• Act as the on-site point of contact for the global Contact Centre for unresolved guest queries and feedback.

• Proactively address guest complaints and identify opportunities to enhance the resolution process.

• Collaborate with site teams to implement strategies for enhancing guest satisfaction 

Resident and Complimentary Ticket Fulfilment:

• Manage the issuance and fulfilment of resident and complimentary tickets.

• Ensure ticket requests are processed efficiently and in compliance with policies.

• Maintain accurate records for ticket allocations and usage.

Accessibility and Guest Services Operations:

• Support the day-to-day operation of Accessibility and Guest Services offices on site.

• Act as a point of escalation for general Resort feedback and accessibility issues within either the park or hotel.

• Support the resolution of employee relations issues as needed, offering guidance and assistance to team leaders, while ensuring adherence to company policies and fostering a positive workplace culture.

• Ensure escalations from park, accommodation or contact centre are dealt with in a professional and timely manner.

• Experience in a customer service, guest relations, or similar role.

• Strong analytical skills with the ability to interpret KPIs and identify actionable trends.

• Familiarity with ticketing systems and guest feedback mechanisms is advantageous.

• Excellent communication and problem-solving skills.

• Ability to thrive in a fast-paced, dynamic environment while maintaining attention to detail.

· 40% discount off LEGO sets and products on the online LEGO Store

· Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world

· 25% discount in Merlin retail shops and restaurants (a brilliant extra treat when you're using your Magic Pass to visit)

· Staff discount codes for Merlin Annual Passes to gift to loved ones

· Pro rata holiday allowance based on 28 days full time equivalent

· Private pension scheme

· Life assurance scheme

· Employee assistance programme

· Access to Perks at Work which 30,000+ national & local employee discounts

· Free staff parking

· Ongoing training & development

About the LEGOLAND Windsor Resort

We are looking for a Guest Experience Executive to join our AWESOME team at the UK's favourite children's theme park; the LEGOLAND Windsor Resort. The LEGOLAND Windsor Resort is the ultimate destination for families with children age 2-12. The Resort is home to three awesome LEGO themed Hotels and a host of rides, shows and attractions built around the iconic LEGO brick. This role is based at the Windsor theme park, located in 150 acres of beautiful parkland.