Guest Experience Manager

  • Full Time
  • Dubai

Merlin Entertainments


Merlin Entertainments is a business built on fun. We are the world’s second-largest visitor attraction operator and we have over 100 attractions, eight hotels and three holiday villages in 22 countries across the world. Our iconic brands include the likes of SEA LIFE, Madame Tussauds, the Dungeons, LEGOLAND, and more!

We are looking for a Guest Experience Manager to join our brand new Madame Tussauds attraction in Dubai.

About the Role

The Guest Experience Manager is responsible 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).

The Guest Experience Manager ensures the efficient, effective, and safe day-to-day running of assigned areas of the attraction, while maximizing profitability through a proactive approach to people, process and the overall guest experience.

Essential Job Functions:
Ensure all team members in Guest Experience team consistently deliver world-class experiences to our guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets.
Deliver initial and ongoing training of Guest Experience 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.
Deliver specified revenue metrics for any commercial areas operated 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.
Trained, willing, and able to perform all roles in assigned areas of the attraction.
Takes responsibility for recruiting, hiring, onboarding, and ongoing training for Guest Experience Team.
Understands and clearly communicates KPIs and other success metrics to 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 GE 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 and Sales teams (at GM direction) to deliver operational excellence in support of any events or new exhibits.

About you:

Experience of managing a large team is a ‘must’
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 applying sound business knowledge to carry out staff reviews, inductions, probationary sign off, appraisals and interviews in a fair and consistent manner
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

The Perks

We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects. Benefits include Pension, Life Assurance, discretionary company bonus and, of course, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, as well as 25% discount in our retail shops and restaurants.

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 same opportunities and thrive together. Because at Merlin, everyone matters!

Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we’ll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.

To apply for this job email your details to

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