Guest Experience Manager

2 weeks ago

London, Greater London, United Kingdom LEGOLAND Parks Full time £40,000 - £80,000 per year
What you'll bring to the team

Guest Experience Manager

Location: Madame Tussauds London

Hours: Working 5 out of 7 days, scheduled between 9:00am - 7:00pm

As Guest Experience Manager at Madame Tussauds London, you will play a pivotal role in delivering a world-class visitor experience at one of the UK's most iconic attractions. This is a hands-on leadership role, responsible for overseeing daily operations, driving commercial performance, and ensuring the highest standards of guest satisfaction, safety, and team engagement. You'll be passionate about creating memorable moments, thrive in a fast-paced environment, and lead by example to inspire your team to deliver excellence every day.

Roles & Responsibilities
  • Lead daily attraction operations including admissions, retail, rides, and events.
  • Act as Duty Manager, ensuring smooth, safe, and guest-focused operations.
  • Manage staffing levels and resource allocation to meet attendance and budget targets.
  • Manage and lead the attraction department to achieve Core KPI and Operational Metrics.
  • Champion "Guest Obsession" across all departments.
  • Monitor and improve guest satisfaction scores and queue management.
  • Ensure high standards of cleanliness, signage, and theming.
  • Conduct and review risk assessments and H&S audits.
  • Manage first aid operations and emergency procedures.
  • Ensure compliance with Merlin and HSE standards.
  • Supervise and develop Guest Experience Supervisors, Ride Operators, and Hosts.
  • Deliver coaching, mentoring, and performance management.
  • Promote diversity, inclusion, and staff engagement.
  • Maximise revenue through upselling and secondary spend strategies.
  • Ensure accurate cash handling and profit protection procedures.
  • Support PR launches, media events, and brand activations.
  • Collaborate with PR and marketing to maintain brand image.
  • Train and onboard new Duty Managers and team members.
Qualifications & Experience
  • Proven operational management experience in a fast-paced, customer-facing environment.
  • Strong leadership and team development skills.
  • Commercial acumen with a track record of driving revenue and upselling.
  • Excellent understanding of health and safety standards and procedures.
  • First aid qualification (or willingness to obtain).
  • IT literate, with experience using ticketing systems (e.g., Accesso) and operational IT platforms.
  • Ability to manage high-pressure situations and resolve guest issues effectively.
  • Passion for delivering exceptional guest experiences and fostering a positive team culture.
Benefits
  • 33 days holiday (including bank holidays)
  • 'Enjoy the Ride' Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones
  • Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world rising to 40 after a year's service
  • Company bonus
  • Private pension scheme
  • 40% discount online off LEGO
  • 25% discount in our on-site retail shops and restaurants
  • Ongoing training and development opportunities
  • Plus, many more...
If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at and one of the team will get back to you as soon as possible.

Pay Range

Competitive

  • Guest Experience Manager

    4 days ago

    London, Greater London, United Kingdom The Standard London Full time £25,000 - £40,000 per year

    The Standard is one of the most culturally engaged hotels in the world. Hotels with real cultural life, an inclusive spirit and true creative attitude. A destination layered with events and amusements that leaves you with an uplifted feeling...At the cultural heart-beat of The Standard are our team who bring to life our spaces, engage with our guests and...

  • Guest Experience Manager

    2 days ago

    London, Greater London, United Kingdom The Standard, London Full time £40,000 - £60,000 per year

    The Standard is one of the most culturally engaged hotels in the world. Hotels with real cultural life, an inclusive spirit and true creative attitude. A destination layered with events and amusements that leaves you with an uplifted feeling...At the cultural heart-beat of The Standard are our team who bring to life our spaces, engage with our guests and...

  • Guest Experience Manager

    2 weeks ago

    London, Greater London, United Kingdom Inhabit Hotels | B Corp™ Full time £40,000 - £70,000 per year

    Inhabit HotelsInhabit Hotels spans two urban wellness hotels in west London. We were born from the desire to offer guests a truly restorative experience, fostering mindfulness, healthy habits and better sleep. We want our guests to leave feeling nourished, rested and inspired.With Paddington and Bayswater on our doorsteps, we'll also give you the tools to...

  • Guest Experience Manager

    2 weeks ago

    London, Greater London, United Kingdom Dalata Hotel Group Full time €30,000 - €60,000 per year

    Are you a dynamic leader with a passion for hospitality? At Dalata Hotel Group, we believe that great teamwork and leadership are at the heart of hospitality. Dalata Hotel Group are currently looking for an experienced Guest Experience Manager who is eager to take ownership, elevate their teams, and drive outstanding performance while continuing to grow...

  • Assistant Guest experience Manager

    1 week ago

    London, Greater London, United Kingdom Montcalm East, Autograph Collection Full time £42,000 - £55,000 per year

    Montcalm EastUnited by timeless style and peerless service, Montcalm Collection is London's compendium of luxury hotels. Housed in elegant Georgian townhouses, an 18th-century brewery, heritage headquarters and a diamond-shaped skyscraper, each hotel reveals a different chapter in the city's story. The hotels in the collection include a storied city-slicker,...

  • Guest Experience Supervisor

    4 days ago

    London, Greater London, United Kingdom Marriott Hotels Resorts Full time £25,000 - £40,000 per year

    Description POSITION SUMMARYWe're looking for a confident and motivated Guest Experience Supervisor to join our Front Office team at the Sheraton Heathrow Hotel. If you're passionate about delivering exceptional service, solving problems on the spot, and inspiring a team, this is your next step.What You'll DoAs a Guest Experience Supervisor, you'll be the...

  • Guest Experience Agent

    2 weeks ago

    London, Greater London, United Kingdom Careers at Marriott Full time £25,000 - £40,000 per year

    The London EDITION is looking for its next Guest Experience AgentWe are looking for a driven, diligent and friendly Guest Experience Agent to join the team at The London EDITION hotel.Would you like a job that gives you…Food on shift – Meals on us Late evening/Early morning taxi allowance up to £20 Uniform Provided - Dry cleaning included. Discounted...

  • Event Manager, Guest Experience

    5 days ago

    London, Greater London, United Kingdom Sport54 Full time £40,000 - £80,000 per year

    About 54group54 is a sports and entertainment agency operating across five regions and nine offices: United Kingdom (London), Europe (Sotogrande, Spain), MENA (Riyadh, Saudi Arabia & Dubai and Abu Dhabi, United Arab Emirates), APAC (Singapore, Vietnam & Adelaide, Australia) and USA (West Palm Beach, Florida). It works with rights holders, governing bodies,...

  • Guest Experience Expert

    2 days ago

    London, Greater London, United Kingdom Marriott Hotels Resorts Full time £25,000 - £35,000 per year

    Description POSITION SUMMARYExplore our very big world.We are looking for a passionate Guest Experience Expert to join our wonderful team at London Marriott Hotel County Hall. You deserve a career that fulfills your purpose. You deserve to dream without limits. Be a part of something bigger than yourself, join a team where everyone has a voice. Be inspired...

  • Guest Experience Expert

    2 weeks ago

    London, Greater London, United Kingdom Careers at Marriott Full time £25,000 - £35,000 per year

    We are looking for a passionate Guest Experience Expert to join our wonderful team at London Marriott Hotel Kensington. You deserve a career that fulfills your purpose. You deserve to dream without limits. Be a part of something bigger than yourself, join a team where everyone has a voice. Be inspired by what's possible and discover your own future. Begin...