Merlin Entertainments
Guest Experience Team Leader
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We're looking for a Guest Experience Team Leader to help create unforgettable memories for every guest who walks through the doors at SEA LIFE Scarborough.
First and foremost, you'll be leading from the front, delivering engaging educational experiences and bringing the marine world to life for our guests. Whether you're hosting curriculum-linked school sessions, presenting animal talks and feeds, supporting seasonal events or creating memorable moments for families, you'll ensure every visit is inspiring, educational and fun.
As the Team Leader, you'll be a role model for the wider Guest Experience team, coaching and supporting colleagues to deliver outstanding guest service every day. You'll help create a culture where every guest receives a warm welcome and leaves with lasting memories, while ensuring educational experiences are delivered to the highest standard.
You'll support the daily running of the Guest Experience operation, working closely with colleagues across the attraction to enhance the guest journey, drive guest satisfaction and identify new ways to delight visitors. You'll also lead our Education Volunteer programme, build relationships with schools and community groups and help deliver a year-round calendar of events, experiences and conservation activities.
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This is a full-time, fixed-term role. You'll be working any 5 days from 7, including working a regular fair share of weekends and bank holidays as required.
Qualifications & Experience
- Passion for delivering exceptional guest experiences
- Passion for marine life, biodiversity and conservation
- Excellent communication and presentation skills, with the confidence to engage audiences of all ages
- Previous experience coaching, mentoring or leading a team
- Strong organisation skills and attention to detail
- The ability to use your initiative, adapt quickly and remain calm under pressure
- Experience delivering educational activities, presentations or guest interactions
- A positive, energetic attitude and a commitment to making every guest interaction count
- The confidence to resolve day-to-day challenges while maintaining a great guest experience
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Benefits
- Monthly bonus based on guest satisfaction
- 40% off LEGO online
- 25% discount in our retail shops and restaurants
- Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
- Employee Assistance Programme
- Employee pricing up to 55% off cinema tickets
If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.
Pay Range
GBP £27,466.00/Yr.
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