Entertainment manager Work, Jobs in Claygate, Sry (with Salaries)

EVENTS AND EXPERIENCE LEAD
Merlin Entertainments —Chessington
- Sales
- Hotel
- Mentoring
- Employee discount
Talent Lead – Europe & Middle East
NBA —London
- Full-time
- Spanish
- English
- Project management
10d
Senior Specialist, English Transcription, Theatrical & Episodic Content
Warner Bros. Discovery —London
- Full-time
- Hybrid work
- English
- Scripting
- Typing
Specialist, English Transcription, Theatrical & Episodic Content
Warner Bros. Discovery —London
- Full-time
- Hybrid work
- English
- Scripting
- Typing
Head of Learning & Development
Searchlight Ventures —Westminster
- £60,000 - £70,000 a year
- Full-time
- Leadership
- Employee assistance programme
- Employee discount
Quick apply
Pub Group Area Manager
Beach Pubs UK Ltd —London
- £40,000 a year
- Full-time
- Management
- Supervising experience
- Travel
Quick apply
11d
Director, Global Brand Experience (Events)
Snapchat —London
- Full-time
- Hybrid work
- Marketing
- English
- Analysis skills
Director, Brand & Content Marketing UK
Amazon.com —London
- Full-time
- Management
- Marketing
- Master's degree
12d
VIP EXPERIENCE HOST
Merlin Entertainments —London
- Weekend availability
- Hospitality
- Bar
- Customer service
- Employee discount
11d
Client Assistant, Sponsorship & Consultancy
Dentsu —London
- Full-time
- Hybrid work
- Microsoft Office
- Organisational skills
- Communication skills
- Employee discount
11d
Luxury Travel Consultant - (Arabic Speaking)
Ten Group —London
- Full-time
- Hybrid work
- Hospitality
- Customer service
- English
- Annual leave
- Employee discount
Quick apply
14d
Consumer Experience Executive (Placemaking & Activations)
Land Securities —London
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Annual leave
- Employee assistance programme
CSS Programme Manager (Service Owner)
Roke —Woking
- Full-time
- Project management
- Travel
- Business
Contingent Workforce & Partner Lead
NBCUniversal —London
- Full-time
- Microsoft Office
- Project management
- Driving
Associate Director, Delivery Lead - Content Innovation
Amazon.com —London
- Full-time
- Project management
- JavaScript
- Scripting
Contact Centre Agent
Allwyn UK —Watford
- Hybrid work
- Customer service
- Annual leave
Quick apply
13d
Leisure Assistant Manager
The Light, Redhill —Redhill
- £33,000 - £37,500 a year
- Full-time
- Management
- Sales
- First Aid Certification
- Employee assistance programme
- Life insurance
Quick apply
Commercial Development Executive, Race Promotion
Formula 1 —London
- Full-time
- Microsoft Outlook
- Master's degree
- Bachelor's degree
- Store discount
- Annual leave
5d
GM
Seven Elements —London
- From £50,000 a year
- Full-time
- Serving
- Hospitality
- Bar
Quick apply
10d
Events and Admin coordinator - Fixed Term Contract
Lexington Catering —London
- £33,000 a year
- Overtime
- Customer service
- IT
- Communication skills
Quick apply

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EVENTS AND EXPERIENCE LEAD

Merlin Entertainments -
Chessington

Apply Now

Job details

Benefits

Employee discount

Qualifications

Sales
Mentoring
Communication skills

Full job description

What you'll bring to the team

ROLE SUMMARY:

The Events and Experience Lead is critical in bringing to life the guest excellence vision of ‘Own your welcome’, ‘make it memorable’ and ‘creating lasting moments’. The role is responsible for on-the-job supervision, guiding, and supporting a team of frontline guest-facing E&E hosts. The role is focused on ensuring operational excellence and delivering outstanding guest experiences. It will provide leadership and coaching to frontline staff organizing Animal and VIP experiences, organizing new experiences and operationally delivering the Event space in the Hotel, all while maintaining a strong focus on teamwork and service quality. The E&E Lead will be the first point of escalation for any operational issues, colleague support, or guest-related concerns and will work closely with the Event and Experience Manager to maintain a high standard of service delivery.

Ensure First class guest engagement is delivered throughout all aspects of E&E experiences.
First point of escalation for the E&E Department, both in terms of guest experience, client engagement in conferencing and Stakeholder engagement throughout the park.
Ensure all team members are knowledgeable and maintain the highest standards of appearance; using ‘in the moment’ coaching and guidance when this is not the case.
In collaboration with the E&E Manager, make any adjustments to resource headcount and upskilling ensuring continuous improvement of standards and guest experience.
Oversee a key experiences and enhance the package of experiences to ensure sales growth vs the previous year.
Maintain and deliver high standards and appearance of E&E staff

KEY RESPONSIBILITIES:

Operational Leadership

Manage and ensure delivery all resort events and experiences, including animal encounters, VIP experiences, corporate events, hotel packages, and seasonal activations.
Manage and develop team to deliver year round experiences and achieve revenue targets.
Maintain SLAs for back of house operations including booking lines, inbox management, and third party sales channels.
Deliver the strategy for celebrations and guest birthday parties.
Implement actions to build guest experience based on feedback anecdotal and recorded (including but not limited to guest comments & KPI data),
Ensures day to day operation of experiences is managed efficiently through appropriate allocation of resources.
Increase sales in all areas of operational delivery and demonstrate improvements in experiences and offers for the CWoA guest.

Team Engagement & Development

Lead, coach, and develop the E&E team to deliver operational excellence and share commercial performance.
Work alongside E&E Coordinator to drive a seamless guest and client experience.
Foster collaboration across Hotel, Zoo, Entertainment, and Operations teams to support new initiatives and experience delivery.
Provide real-time coaching to team members, offering feedback and further training as needed
Guest Experience
Ensure the guest and client experience is delivered to the highest standard, aligned with brand values, mission, and vision.
Implement with the support from the Co-ordinator a seamless booking journey for guests upgrading their experience.
Creative additional commercial opportunities to enhance guest engagement (animal experiences, VIP days, short breaks, character dining, seasonal events).
Continuously review products and services to ensure they meet guest expectations and EBITDA targets.
Deliver SLA standard for telephone calls and Voicemails and ensure these targets are met.
Implement a smooth operational process, to deliver the client experience within Events
Ensure guest queries are handled efficiently and team members achieve service excellence.

Collaboration & Communication

Ensure all communication, including daily briefing is communicated to team members and that teams feel engaged within the department.
Collaborate with Zoo, Hotel, and Entertainment managers to implement new ideas and commercial concepts.
Maintain strong relationships with third party providers to ensure seamless client experiences.

Health & Safety

Ensure Health & Safety remains the resort’s highest operational priority across all experiences and events.
Guarantee that all experiences, events, and operational processes meet required safety standards and compliance expectations.

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Merlin Entertainments

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Qualifications & Experience

Adaptability

Demonstrates flexibility and adaptability in response to changing priorities and operational needs. Willing to take on ad hoc responsibilities and support the business through alternative shift patterns or varying working hours as required

Attention to detail & Record Keeping

Applies a meticulous and data-driven approach to analysing key performance indicators (KPIs), identifying trends, variances, and opportunities for continuous improvement
Ensures all processes are executed in full compliance with company policies and procedures
Maintains comprehensive and well-organised records, ensuring all processes are executed with precision to prevent discrepancies and uphold operational accuracy.

Collaboration

Demonstrates the ability to work collaboratively with others to achieve shared goals. Builds positive relationships, respects diverse perspectives, and contributes to a supportive team environment
Promotes a culture of open communication and collaboration, fostering a shared commitment to delivering exceptional guest experiences across all teams.
Demonstrates the ability to build and maintain effective relationships that support operational objectives and promote cross-functional collaboration.

Communication

Excellent verbal and written communication skills, with the ability to confidently engage, influence, and build rapport with staff, guests, and stakeholders at all levels.
Provides clear, courteous, and professional communication during guest interactions, consistently creating a welcoming and positive experience
Effectively communicates in a clear, courteous, and professional manner across multiple channels including phone, radio, email, and digital systems. Ensures messages are understood and appropriately tailored to the audience and context.

Guest Centric-Approach

Consistently strives to enhance the guest experience by proactively identifying and addressing root causes of dissatisfaction, demonstrating a strong commitment to exceptional service and effective issue resolution.
Deeply committed to exceeding guest expectations by delivering exceptional experiences through proactive service, personalized interactions, and effective issue resolution.

Leadership

Skilled in mentoring and motivating teams, promoting accountability, and cultivating a high-performance culture focused on excellence.

Operational Awareness

Expert in managing escalated guest issues, consistently delivering high-quality, solutions-focused outcomes aligned with company standards and service excellence.
Proficient in utilizing guest management systems, ticketing platforms, and performance analytics tools to support operational objectives and enhance service delivery.

Problem Solving

Ability to identify key actions, prioritize tasks, and resolve issues promptly and effectively.
Demonstrates strong critical thinking and creative problem-solving skills to analyse complex guest issues, enhance experiences, and streamline operational processes.
Proactively identifies potential challenges or recurring guest feedback themes and implements preventative measures.

Benefits

A competitive hourly rate
Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants, and travel
25% discount in our on-site retail shops and restaurants
40% discount on Lego
Merlin Magic Pass - 20 free tickets for you, your family, and friends to enjoy all our Merlin Attractions across the world
‘Stay for Less’ Hotel Discounts! We always want to give our people the chance to enjoy our full range of the fun so our ‘Stay for Less’ scheme gives employees the chance to… go on, guess… ‘Stay for Less’ at our Merlin hotels.
Ongoing training and development opportunities

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at [email protected] and one of the team will get back to you as soon as possible.

Pay Range

Competitive

Apply Now

Refine Your Search

entertainment manager jobs in claygate, sry

EVENTS AND EXPERIENCE LEAD

Talent Lead – Europe & Middle East

Senior Specialist, English Transcription, Theatrical & Episodic Content

Specialist, English Transcription, Theatrical & Episodic Content

Head of Learning & Development

Pub Group Area Manager

Director, Global Brand Experience (Events)

Director, Brand & Content Marketing UK

VIP EXPERIENCE HOST

Client Assistant, Sponsorship & Consultancy

Luxury Travel Consultant - (Arabic Speaking)

Consumer Experience Executive (Placemaking & Activations)

CSS Programme Manager (Service Owner)

Contingent Workforce & Partner Lead

Associate Director, Delivery Lead - Content Innovation

Contact Centre Agent

Leisure Assistant Manager

Commercial Development Executive, Race Promotion

GM

Events and Admin coordinator - Fixed Term Contract

I want to receive the latest job alerts for entertainment manager in claygate, sry

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