Guest Experience & Leisure Manager

Position: Head of Department – Head of Park Experience & Leisure Operations Type: Full-Time/Permanent Bonus: Up to 25% Annual Bonus
The Head of Park Experience & Leisure Operations is a key leadership role responsible for creating unforgettable moments for our guests and owners. The role leads a function spanning Activities & Leisure, Entertainment, Retail Revenue (including arcades), and the wider Guest, Owner and Team Experience, with a clear mission to deliver exceptional experiences that create memories to last a lifetime. This role leads the delivery of an outstanding guest and owner experience across all leisure, entertainment and retail areas on park. Managing Team Managers, it drives revenue, cost efficiency and consistent service standards while acting as the on-park authority for experience.
The role champions team engagement, wellbeing, safety and compliance, working closely with the General Manager and leadership team to manage risks, trends and incidents. Using guest, owner and team insight, it supports high-quality events and activities and drives continuous improvement in experience and commercial performance. Strategic & Commercial Leadership
· Own and deliver the park-level guest and owner experience strategy, turning insight (NPS, Owner Advocacy, ENPS) into action.
· Drive cross-functional collaboration to enhance experience, engagement, dwell time and spend.
· Share best practice and insight with Central teams to support continuous improvement.
· Deliver revenue, cost and wage targets while optimising activities, scheduling and capacity.


Team Leadership
· Lead, develop and inspire Team Managers, building strong pipelines of future talent.
· Drive high levels of engagement, retention and performance through coaching and development.
· Ensure full compliance across people processes, wellbeing, training and employment standards.


Guest & Owner Experience
· Act as the senior on-park experience lead, supporting the GM during incidents or escalations.
· Take ownership of the end-to-end guest and owner journey, driving advocacy and loyalty.
· Oversee complaint resolution and insight-led improvements to maximise NPS and advocacy.
· Build strong relationships with owners, supporting forums, communications and experience plans.


Operating Standards & Brand
· Ensure consistent delivery of brand standards across Experience, Activities, Entertainment and Owner Events.
· Maximise activity performance to support guest satisfaction and F&B/Retail revenue.
· Act as guardian of brand standards, park rules and licence compliance.


Health & Safety
· Champion a safe, compliant and secure culture across all areas of the park.
· Own H&S frameworks, training, audits and escalation processes, particularly for leisure activities.
· Ensure all legal, safety and operational checks are completed and standards maintained.
Key Requirements
· Senior leadership experience in hospitality, leisure or retail, with a strong track record in guest experience and commercial performance.
· Proven expertise in guest and owner experience management, including NPS and advocacy.
· Strong knowledge of Health & Safety legislation, compliance and people processes within complex operational environments.
· Commercially astute, with experience managing budgets, labour and costs.
· Data-led leader, confident using insight and feedback platforms to drive improvement.
· Strategic and operational leader across multiple functions and central support teams.
· Inspirational, inclusive people leader with a focus on coaching, succession and performance.
· Resilient, adaptable and decisive in fast-paced environments.
· Passionate about safety, quality and delivering exceptional experiences.