Key Responsibilities:

• Lead the Resort’s guest experience strategy, ensuring consistent execution of service standards and a guest-first culture across all operations.
• Serve as the voice of the guest by championing NPS, guest sentiment, accessibility, and service priorities in operational and leadership decision-making.
• Drive guest satisfaction through proactive service initiatives, service recovery programs, recognition efforts, training, and memorable guest experiences.
• Analyze guest feedback, surveys, reviews, KPIs, and operational data to identify trends, address service gaps, prioritize improvements, and provide actionable insights to leadership.
• Partner with local, regional, and global stakeholders to implement best practices, align operational priorities, and enhance the overall guest experience.
• Lead, coach, and develop the Guest Excellence Team, overseeing guest communications, feedback resolution, escalations, group support services, performance management, scheduling, budgets, and service standards.
• Act as the senior escalation point for complex guest concerns, ensuring timely resolution and effective guest recovery while building team capability in communication and problem-solving.
• Lead the Resort Duty Manager program by establishing service expectations, coaching operational leaders, conducting Duty Manager shifts, and driving accountability for operational and guest experience standards.
• Monitor daily operations through active field presence, guest interaction, and operational observations to identify opportunities, resolve issues, and improve execution.
• Serve as the key Operations partner for marketing initiatives, promotions, special events, resort activations, and contact center partnerships, ensuring operational readiness and clear guest communication.
• Foster strong cross-functional relationships to support consistent messaging, effective communication, seamless service delivery, and a connected end-to-end guest experience.
• Ensure compliance with health, safety, security, risk management, and incident reporting requirements while promoting a culture of continuous improvement and operational excellence.
• Perform additional duties and special projects as assigned.

Qualifications and Experience:

• Demonstrated expertise in guest experience management, including service strategy, service standards, guest recovery, and driving guest satisfaction.
• Strong analytical skills with the ability to interpret NPS, guest feedback, performance metrics, and operational data to identify trends and implement actionable improvements.
• Proven leadership experience with a track record of coaching, developing, and motivating teams while influencing stakeholders across multiple operational functions.
• Excellent written, verbal, and interpersonal communication skills, with the ability to collaborate effectively with local, regional, and global partners.
• Strong operational leadership and decision-making skills, including the ability to manage escalations, resolve complex issues, and perform effectively in a fast-paced environment.
• Demonstrated ability to drive continuous improvement initiatives that enhance service delivery, operational effectiveness, and the overall guest experience.
• Skilled in problem-solving, change management, and fostering a guest-first culture through collaboration and innovation.
• Ability to manage multiple priorities, adapt to changing business needs, and maintain a high level of professionalism and accountability.
• Commitment to upholding health, safety, security, and compliance standards.

Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.
Paid Time Off (PTO).
Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions.
Recognition Programs and Rewards.
401(k) Program: Save for the future with company matching contributions.
Tuition Reimbursement Programs: Get support for further education and career growth.
Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!