Guest Experience Lead (Rides & Events)

What you'll bring to the team

Collective Goal:

Ensure that every guest we welcome enjoys a magical, memorable, world-class guest experience and that every member of our team embraces and exhibits our company values (known collectively as The Merlin Way).

Scope of job:

The Guest Experience Shift Lead is responsible for assisting the team as a part of the day-to-day Guest Experience operations of the attraction. The Shift Leads’ primary responsibility is serving as the Manager-on Duty for the entire attraction, ensuring efficient operation of our Admissions Department, Retail Shop and Café. Shift Leads also play a vital role in developing our front-line staff to deliver world class customer service every day.

Essential Functions:

Serve as Manager on Duty for the Attraction, includes but not limited to:

• 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.

Coordinate Training of front-line Hosts:

• 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 performances. Coach and/or escalate as needed

Support Guest Experience/Attraction

• When not duty managing, Shift Leads will support their respective department in areas such as training, stocking, inventory controls, employee engagement, and scheduling.

• Other duties as assigned.

Qualifications & Experience

Education and Experience:

A 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

Benefits of Merlin Entertainments

Excellent health care options (medical, dental, and vision that encourage preventative care).

Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.

Merlin Magic Pass for friends and family to enjoy the parks & attractions

Recognition Programs and Rewards

401(k) program with company match

Tuition reimbursement programs

Numerous learning and advancement opportunities

Pay Range

USD $15.50/Hr.

Full-Time