Experience Specialist - Visitor Experience

Guinness Experience Specialist - Visitor Experience

Guinness Open Gate Brewery London | Covent Garden, London |

Full-time - Annualised hours

Closing Date - 27th Nov

About us

With over 200 brands sold in nearly 180 countries, Diageo is home to some of the world's most iconic drinks. From Johnnie Walker and Guinness to Tanqueray, Smirnoff and Don Julio, we craft brands chosen for life's moments - from everyday connections to landmark celebrations.

Bring your talent, curiosity and ambition, and strive for your personal best alongside people who challenge, support and learn from each other. Together, as one outstanding team, we keep learning, improving and raising the bar for our brands, our business and each other.

Join us and play your part in making life's moments mean a little more.

Join our Guinness Visitor Experience team

At Guinness Open Gate Brewery London, our Visitor Experience team brings the Guinness story to life for guests from around the world. Based in Covent Garden, this unique 52,000-square-foot destination celebrates brewing, food, retail and culture. The team creates memorable visits through hospitality, storytelling and expert brand knowledge.

About this role

As a Guinness Experience Specialist, you'll help lead the Visitor Experience team on shift, bringing the Guinness story to life through welcoming hospitality, engaging storytelling and expert product knowledge. You'll create memorable guest experiences, support colleagues and uphold high standards across the visitor journey.

You will be responsible for

Leading the Visitor Experience team across the shift, helping coordinate activities so guests receive a welcoming, engaging and high-quality experience.

Anticipating guest needs, tailoring interactions to individual interests and resolving questions or concerns professionally.

Delivering engaging storytelling that brings the heritage, craftsmanship and innovation behind Guinness to life for different audiences.

Developing and maintaining expert knowledge of Guinness products, experiences and heritage, and acting as a trusted source of information for guests and colleagues.

Identifying opportunities to enhance the guest experience through relevant, natural recommendations and supporting the promotion of premium experiences, products and services.

Looking for ways to improve guest engagement and the visitor journey, while supporting consistently high operational standards across visitor areas.

Sharing knowledge, storytelling techniques and guest-engagement approaches with colleagues; supporting the onboarding and development of new team members.

Following operational procedures, safety standards and company policies, raising operational challenges when needed and contributing to a positive, inclusive team environment.

This role offers the opportunity to build leadership experience, strengthen your storytelling and guest-engagement skills, and deepen your knowledge of Guinness while helping colleagues learn and grow.

Experience and skills required

We'd love to work with you if you have:

A passion for delivering exceptional customer or guest experiences.

Strong communication and interpersonal skills, with confidence engaging people from different cultures and backgrounds.

The ability to bring stories to life through engaging and clear communication.

A proactive approach to problem-solving and continuous improvement, with the ability to work well in a fast-paced visitor environment.

Strong teamwork and collaboration skills, and flexibility to work evenings, weekends and during peak visitor periods.

Experience in hospitality, tourism, retail, entertainment or visitor attractions would be helpful. Experience delivering presentations, tours, workshops or guest-engagement experiences; knowledge of Guinness, Irish culture, tourism or storytelling; and experience mentoring or supporting colleagues would also be an advantage.

Working with us

Flexibility is key to our success. Talk to us about what flexibility means to you, so that you're supported to manage your wellbeing and balance your priorities from day one.

Rewards and benefits

We recognise and value performance, offering our people a highly competitive rewards and benefits package including:

Contemporary work-life balance policies and wellbeing activities

Annual merit increases (performance based)

Annual bonus (performance based)

Subsidised gym membership

Contributory pension scheme with an employer contribution of up to 14%

Share options

Product allowance

Diversity and inclusion

Our purpose is crafting iconic drinks chosen for life's moments. And it's our people, with their different experiences, perspectives and talents, who make that possible.

We value diversity in its broadest sense and want everyone to feel they can belong, contribute and strive for their personal best. You'll work alongside people with different backgrounds, experiences and perspectives - challenging, supporting and learning from one another as one outstanding team.

Together, we're constantly learning and improving, combining the strength of our people, capabilities and iconic brands to raise the bar, grow and win. Wherever you join us, you'll have the opportunity to contribute, make an impact and play your part in making life's moments mean a little more.

Ready to bring your best? This could be your opportunity.

If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.

Recruitment scam warning

Protecting candidates is very important to us. All communications regarding your application will come from an email address ending in @diageo.com. In our recruitment process, we'll never ask for money.