Retail Shift Lead

What you'll bring to the team

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.

Qualifications & Experience

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.

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 $16.00/Hr.

Full-Time