Experience Manager (Acton)



England, United Kingdom

Hospitality, Catering

Permanent | Flexible


Not specified

My client based in Acton is seeking an enthusiastic and experienced Experience Manager to ensure all health, safety and compliance regulations are met, so that staff and guests alike always feel safe.

They will also lead the reception team ensuring a warm welcome and sincere farewell to every customers. Driving sales at the reception to ensure that the guests make the most of their time at the park is important too.  


The Experience Manager will ensure that the park is safe, secure and clean in all areas and will manager and train their teams to ensure the standards, brand guidelines and brilliant basics are met.


They will also take the lead on all internal and external audits ensuring compliance and any actions are taken in a timely manner.


The Experience Manager will work closely with the entire management team to ensure clear communication surrounding safety and security of the park.


Key Responsibilities

  • Customer Service Excellence: Ensuring outstanding customer service and engagement standards are consistently upheld throughout the department on a daily basis.
  • Optimal Staffing: Staffing the department in a manner that meets customer needs while staying within labor cost margins.
  • Product and Activity Monitoring: Regularly monitoring products and activities to maintain compliance with service standards.
  • Team Support and Challenge: Providing support and constructive challenges to the team, emphasizing customer engagement, and conducting necessary training.
  • Increase Revenue: Actively promoting extended sessions, upselling, and advertising other products and upcoming events to increase spending per customer.
  • Comprehensive Staff Training: Training staff in essential areas, including inductions, service, activities, and compliance.
  • Compliance Management: Ensuring that compliance processes, standards, and due diligence documentation are maintained.
  • Brand Standards: Adhering to brand standards and guidelines to maintain brand consistency.
  • Customer Feedback: Regularly tracking and evaluating customer Net Promoter Score (NPS) for all activities, courts, and reception.
  • Empowering Staff: Encouraging all staff to engage with customers and enhance their experience whenever possible.



  • Minimum 3 years’ experience in a leisure/adventure/family park mgt role
  • Experience of delivering events and working with children and young people
  • Experience with targets and KPI management
  • Experience with booking software packages
  • Experience or managing and leading a team
  • Working knowledge of food hygiene and food safety standards
  • Level 3 food safety qualification desirable
  • Tech Savvy
  • IOSH training/qualified desirable


Salary – £35k per annum with a bonus scheme

Hours of work – 40 hours per week (includes weekends)


If you think this role sounds like the perfect job for you, then don’t delay and apply today at