Guest Services Manager
Location: Manchester
Job Type: 35-hour Week
Salary: Competitive, based on experience
Start Date: August 2026
About Little Lion Entertainment
Little Lion Entertainment is a pioneering force in immersive entertainment, creating standout attractions that redefine how audiences play and engage. At Arcade Arena, in Manchester and soon to launch in London, that innovation is brought together in one electrifying destination—combining the high-speed competition of Chaos Karts, the nostalgic maze-running excitement of PAC-MAN LIVE EXPERIENCE, and the action-packed spectacle of the brand-new Alien Invasion. Alongside this, the iconic The Crystal Maze Experience continues to thrive as an attraction, in both London and Manchester, showcasing Little Lion Entertainment's broader expertise in delivering unforgettable, large-scale immersive adventures.
About the Role
We're looking for a passionate and guest-focused leader to shape the future of Guest Services at Little Lion Entertainment.
This is a brand-new role created to lead and develop our end-to-end Guest Experience function, ensuring every interaction before and after a visit reflects the high standards of our immersive attractions. You'll oversee all guest communication channels, including phone, email, and social media, while ensuring service level agreements are consistently achieved and escalated guest feedback is handled with care and professionalism.
Working closely with teams across the business, you'll drive continuous improvement in guest communications, identify opportunities to enhance our ways of working, and support site teams in resolving guest issues. Your focus will be on delivering an outstanding guest experience at every touchpoint while embedding best practice across the function.
This is a unique opportunity to build and shape a growing Guest Services team, make a lasting impact on the guest journey, and play a key role in the continued success of Little Lion Entertainment.
Key Responsibilities
- Lead the end-to-end Guest Services function, ensuring exceptional support across all guest communication channels.
- Manage and develop a high-performing Guest Services team, providing coaching, training and ongoing support.
- Deliver against agreed service level agreements (SLAs), ensuring seven-day coverage and timely responses to guest enquiries.
- Take ownership of escalated guest feedback, resolving issues professionally while driving positive guest outcomes.
- Analyse guest feedback and insights to identify trends and implement continuous improvements to the guest experience.
- Oversee online communication channels, including social media, review platforms, live chat and WhatsApp, ensuring prompt and consistent engagement.
- Maintain attraction websites and FAQs, ensuring guest information is accurate, relevant and up to date.
- Support commercial performance by reducing refunds, managing booking enquiries and identifying revenue opportunities.
- Collaborate with operational, sales and events teams to improve processes, resolve guest issues and enhance the overall guest journey.
- Champion a guest-first culture across the business, embedding best practice and driving continuous improvement in guest communications.
What We're Looking For
- Previous supervisory or management experience within a contact centre or guest services function.
- A confident leader with excellent communication and organisational skills.
- Passionate about delivering exceptional guest experiences.
- Able to remain calm and make decisions under pressure.
- Flexible to work evenings, weekends and holidays.
- Experience within immersive entertainment or visitor attractions is desirable.
What You'll Get
- A Management role within a pioneering force in immersive entertainment.
- Competitive salary.
- Complimentary tickets to all Little Lion attractions, including The Crystal Maze Experience (after 6 months).
- Employee Assistance Programme (EAP)
- A fun, energetic and supportive working environment.
- Opportunities for career progression within Little Lion Entertainment.
Work Location: In person
