Senior Guest Experience Host

ROLE Summary

Operates as a team leader focused entirely on efficient organization, delegation, management, and performance monitoring. To lead a team of Guest Experience (GE) staff to deliver professional guest service to all guest contacts—including educational groups and agents. To ensure the seamless operation of the front desk and ticketing departments. This includes holding operational responsibility for the high performance of Visitor Services Officers to drive high levels of customer satisfaction.

Key Accountabilities

Departmental Administration & Operations

• Manage the departmental duty roster, including shift assignments and leave requests, to ensure optimal staffing levels for peak and off-peak periods.
• Assist in general staffing procedures and coordinate with the supervisor team to open and close shifts.
• Assist in the creation, updating, and distribution of departmental Standard Operating Procedures (SOPs), training materials, and policy documents.
• Oversee the inventory of guest amenities, departmental supplies, and office materials, initiating procurement requests as needed.
• Schedule and coordinate departmental meetings, prepare agendas, record minutes, and track action items to ensure timely follow-up.
• Facilitate administrative aspects of new team member onboarding, including access requests, initial documentation, and basic system setup.
• Review and check the work of staff, such as reports and records, and report updates directly to the supervisor.
• Check all equipment and products to ensure they are in good condition by maintaining regular cleaning, and report issues to the supervisor.
• Assure the accurate implementation of operating procedures to attain maximum productivity and quality.
• Supervise path assistance and ensure tasks and projects are carried out as scheduled.
• Represent the company’s policy and undertake any other tasks that may be assigned by the immediate supervisor.

People Training & Team Support

• Train, retrain, and motivate team members to support their performance.
• Help the team with additional activities, such as educational group programs, extra functions, and coordinating with schools to facilitate student studies.

Cash Procedure and Reporting

• Ensure all staff work in strict accordance with the established SOP and Cash Handling Procedure.
• Perform day-to-day processing of cash and non-monetary transactions to ensure all related data and documents are monitored, up-to-date, and accurate.
• Manage all cash sale transactions in the attraction, and receive payments by cash, check, credit cards, vouchers, or automatic debits.
• Balance and reconcile the daily cash account at the end of each day, and verify daily cash balances in the main vault.
• Prepare and count money in cash drawers (Float) at the beginning of shifts, ensuring amounts are correct and adequate change is available.
• Issue receipts, refunds, credits, or change due to customers.
• Ensure admission pricing is correct, and verify the price of admission, discounts, or offers against discount and promotional vouchers.
• Perform validation checks, monitor, and report any discrepancies (over and under) arising from day-end cash counts for each till, including conducting interim cash counts at the till.
• Check the completeness and accuracy of sales reports from Accesso and SIMPHONY.
• Issue admission bulk, discount coupons, free of charge (FOC), and complimentary tickets.
• Check and verify details of sales from travel agents and online platforms (e.g., visitor numbers and pricing) against related documents.
• Check and verify details of void transactions, and prepare weekly and monthly void reports.
• Support solving all cash-related queries for the team and handle any other ad-hoc assignments in relation to the cashier function.

Health & Safety and Work Safe Management

• Take responsibility for all aspects of Health, Safety & Security within the team, in line with the Group Policy.
• Ensure risk assessments have been carried out, safe working procedures are in place for all work activities, and all employees in the team are aware of the Group Health, Safety and Security Policy and their obligations.
• Monitor safe working practices regularly and ensure risk assessments and procedures are reviewed systematically.
• Ensure workplace incidents are investigated appropriately and corrective action is taken to prevent repetition.
• Work with the Technical Manager to ensure total compliance and adherence to all health and safety regulations.
• Ensure all operational staff are trained and have a full understanding of emergency procedures, including premises security, evacuation protocols, and the administration of first aid.

Critical Interfaces (WHO DO you work with)

Essential (Required Experience & Skills)

• Proven experience in a team leader or supervisory role focused on organization, delegation, team management, and efficient performance monitoring.
• Strong background in high-volume cash handling, daily reconciliation, vault balancing, float preparation, and managing financial discrepancies.
• Solid administrative experience, including roster management, scheduling, meeting coordination, and minute-taking.
• Experience checking and verifying sales data across point-of-sale systems (e.g., Accesso and SIMPHONY) and third-party agent documents.
• Demonstrated ability to train, retrain, and motivate operational staff.
• Proficiency in managing administrative onboarding support, document tracking, and helping create/update Standard Operating Procedures (SOPs).

Desirable (Preferred Attributes)

• Prior experience in operations within Madame Tussauds, Merlin Entertainments, or a similar visitor attraction environment.
• Knowledge of health, safety, and security compliance, including executing risk assessments, running safe working practices, and managing emergency or first-aid procedures.
• Experience coordinating directly with external schools, travel agents, and corporate event accounts.