Guest Experience Shift Lead

What you'll bring to the team

Join the Team as a Guest Experience Shift Lead!

 

Step into the heart of the action, where every day is an adventure! As a Guest Experience Shift Lead, you’ll take the reins as the Manager-on-Duty, keeping our attraction buzzing with energy and fun. From Admissions to our Retail Shop and Café, you’ll ensure smooth operations while inspiring and guiding our amazing front-line team to deliver world-class guest service.

Be the spark that keeps our attraction magical, creating smiles and memories for families every single day. Ready to lead the fun? Join us!

Qualifications & Experience

Essential Functions:

• Manager on Duty Responsibilities:

  • Oversee daily operations of Admissions, Attractions, Food & Beverage, and Retail departments.
  • Assign and monitor tasks for front-line staff, ensuring a smooth workflow.
  • Lead and motivate teams to deliver exceptional guest service.
  • Enforce health and safety policies and ensure compliance across teams.
  • Manage guest queues and flow for optimal safety and efficiency.
  • Address guest issues promptly by coordinating with relevant departments.

• Front-Line Training and Development:

  • Organize and conduct Host training on ride safety, food safety, profit protection, and retail standards.
  • Empower team members to provide outstanding customer service and handle guest recovery effectively.
  • Monitor performance, provide coaching, and escalate concerns as needed.

• Support Guest Experience Operations:

  • Assist in training, stocking, inventory controls, employee engagement, and scheduling when not duty managing.
  • Perform additional duties as assigned to support attraction operations.

Education and Experience:

• High school diploma or general education degree (GED) is preferred.
• Customer service and guest interaction experience and proficiency is required.
• Experience and passion for entertaining children and families is required.
• Ability to train others effectively required.
• This position requires a fun, expert, outgoing approach in interacting with others and the ability to lead a team to do the same, with an ability to provide service on the highest possible level.
• Excellent communication and motivational skills are required.
• Must be able to work in a fast paced, multi-task environment.
• Able and willing to work occasionally on weekends, evenings, and holidays, as needed.

Benefits

At Merlin Entertainments, we offer fantastic benefits:

• Healthcare benefits (medical, dental, vision, and more!)
• 401(k) retirement plan with corporate match.
• Annual paid time off.
• 30% off at Merlin retail stores and other discounts.
• Complimentary tickets to all Merlin attractions worldwide for you and your friends and family!
• Career progression and skills development opportunities across the country and globally.

Pay Range

Compensation between USD $19.50/Hr.-USD $21.00/Hr.