GUEST EXCELLENCE TEAM LEADER

Location (Country-County-City) UK-Staffordshire-Stoke-on-Trent
Job ID
2025-9716
Employment Type
Guaranteed Hours (Europe Only)
Offer/Contract Type
Fixed End Date/Seasonal
Location Name
Alton Towers Resort

BE PART OF SOMETHING AMAZING AT ALTON TOWERS RESORT!

Are you passionate about delivering world-class guest experiences? Do you thrive in a dynamic, fast-paced environment where no two days are the same? If so, we have an exciting opportunity for you!
We are looking for a Guest Excellence Team Leader to join our team and help shape unforgettable moments for our guests. You will oversee guest feedback and enquiry management across multiple platforms, ensuring every guest receives exceptional service. If you are a proactive leader who is passionate about guest experience and service recovery, this is the perfect role for you!

WHY YOU’LL LOVE THIS ROLE:

Lead and inspire a dynamic team, ensuring every guest interaction is exceptional.
Use guest insights and data to drive service improvements and enhance the overall guest journey.
Champion accessibility and inclusivity, ensuring all guests enjoy a seamless experience.
Represent the Guest Excellence team, collaborating across departments to drive continuous improvement.
Be part of an exciting, fast-moving environment at the UK’s most thrilling theme park resort!

WHAT YOU’LL BE DOING:

• Lead and develop a team of Guest Services Hosts, ensuring operational excellence.
• Oversee guest feedback management, ensuring timely responses and effective resolutions across various channels.
• Analyse trends in guest feedback, using insights to enhance the overall experience and inform business decisions.
• Champion accessibility and inclusivity, ensuring our resort is welcoming to all.
• Collaborate with key departments, supporting initiatives that enhance guest satisfaction.
• Uphold brand standards and ensure compliance with profit protection policies.
• Act as a key point of contact for guest service escalations and operational incidents.