Retail Shift Lead

What you'll bring to the team

Qualifications & Experience

Job Summary:

The Retail Shift Lead is responsible for assisting the team as a part of the day-to-day Retail operations of the attraction. The Shift Leads’ primary responsibilities include serving as the department’s Supervisor on Duty and assuming the role of assigned hosts positions, where necessary. The Shift Lead also has a day-to-day role in developing our front-line team members to deliver world-class customer service.

Key Responsibilities:

• When assigned the Supervisor on Duty, oversee the smooth operation of all departments including Admissions, Attraction, Food and Beverage, and Retail• Delegate and monitor daily assignments for front line staff.• Lead and motivate staff to be “guest obsessed” and provide exemplary customer service.• Uphold all health and safety policies and procedures and ensure all teams are compliant.• Manage queues and guest flow within the busiest areas of the attraction in the safest and most optimal way.• Efficiently respond to guest issues and concerns throughout the day by communicating amongst relevant departments.• Initiate and organize all Host training in areas such as ride safety, food safety, profit protection, and retail standards. Maintain adequate records.• Ensure that team members are empowered to deliver outstanding customer service including guest recovery as needed.• Evaluate workforce performance. Coach and/or escalate as needed.• When not duty managing, Shift Leads will support their respective department in areas such as training, stocking, inventory controls, employee engagement, and scheduling.• The above list is not exclusive or exhaustive and may require undertaking such tasks as may reasonably be expected within the scope and grading of the role.• Perform other duties as assigned. Education and Experience:High School diploma or GED. Minimum six months’ experience working in attractions, entertainment, or other service industry roles preferred. Any combination of training and/or experience which demonstrates ability to perform the duties as described; a typical qualifying background would include experience working in an office environment involving public contact. Customer service and guest interaction experience and proficiency is required. Experience and passion for entertaining children and families is required. The ability to train others effectively is required. This position requires a fun, expert, outgoing approach to interacting with others and the ability to lead a team to do the same, with an ability to provide service at the highest possible level. Excellent communication and motivational skills are required.

Licenses and Certifications

Ability to obtain related licensures or certification as may be required to perform the essential function of the position or as required by law. Travel Requirements: 

• May occasionally require local travel.

Health & Safety:

Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Merlin Entertainments Group Health, Safety and Security Policy and the law. Must ensure they follow safe working procedures for all work activities they undertake, and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, must ensure they are reported to their line manager and cooperate with any investigation as appropriate in accordance with applicable laws.

Working Conditions:

• Attendance is a mandatory function of this job. • Must be willing to work flexible hours, including morning, evenings, holidays, and weekends to support site operations.Physical Demands:• Ability to hear, listen, and to communicate with others. • Ability to sit and stand for long periods of time.• Ability to use basic computer tools. • Wear all necessary personal protective equipment to perform job functions. • Move throughout all areas of the attraction with or without reasonable accommodation.• Stand, sit, and/or walk continuously with or without a reasonable accommodation and perform job function for the full shift with meal break.• Bend, stoop kneel, reach twist, lift, push, pull, climb, balance, and/or crouch to accomplish daily activities.• Grasp, turn and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. • May be exposed to a loud work environment.Environmental Factors• Depending on location, work may be performed inside or outside with varying temperatures and floor surfaces.• Exposure to varying temperatures, extreme heat or cold and/or wet, damp, or drafty conditions. • Exposure to constant or intermittent sounds of a pitch level sufficient to cause marked distractions.• Exposure to shaking objects and equipment.• Exp