Job Description

What you'll bring to the team

Lead Exceptional Experiences. Inspire Amazing Teams.

Are you a passionate leader who thrives in a fast-paced, guest-focused environment? Do you have a talent for motivating teams, delivering outstanding customer experiences, and driving operational excellence? If so, we want to hear from you.

We are seeking an energetic and hands-on Guest Experience Supervisor to lead our front-line Guest Experience Team and help create memorable visits for every guest. This role plays a critical part in ensuring world-class customer service, maintaining the highest safety standards, and delivering smooth day-to-day operations across the attraction. You will work shoulder-to-shoulder with team members on the attraction floor, coaching, supporting, and inspiring them to deliver exceptional results.

The ideal candidate will be flexible, adaptable, a team player, have previous leadership experience in a start-up environment and previous experience opening new attractions and can meet a schedule that can vary between 8:30am start, 9am start, 12pm start, or 2pm start Saturday-Wednesday.

In addition to leading the Guest Experience Team, this role will also include Duty Manager responsibilities, overseeing the daily operation of all departments across the attraction.

What You'll Be Doing

As a Guest Experience Supervisor, you will:

• Lead by example and provide visible, front-line leadership across the attraction.
• Champion a culture of exceptional guest service and support our commitment to Guest Obsession standards.
• Ensure the highest standards of health, safety, presentation, and operational excellence are maintained at all times.
• Motivate, coach, and develop team members to help them achieve their full potential.
• Deliver daily team briefings and maintain open communication across the department.
• Support recruitment, onboarding, training, performance reviews, and development planning.
• Act as a mentor and role model for all customer-facing teams.
• Empower team members to deliver effective service recovery and resolve guest concerns professionally.
• Collaborate with the leadership team to develop team engagement initiatives, incentive programs, and recognition schemes.
• Monitor key operational metrics, inventory levels, guest feedback, and departmental performance.
• Support sales initiatives and drive achievement of business and revenue targets.
• Identify opportunities to improve the guest journey and enhance the overall attraction experience.
• Take an active role in Duty Manager shifts, overseeing attraction-wide operations and ensuring a safe, efficient, and enjoyable guest experience.

Qualifications & Experience

What We're Looking For

• High School Diploma or GED required.
• Minimum of 2 years of supervisory experience in a guest-facing environment such as hospitality, visitor attractions, entertainment, retail, or tourism.
• Proven ability to lead and inspire teams in a fast-paced environment.
• Strong customer service skills with a passion for creating memorable guest experiences.
• Excellent communication, coaching, and people management abilities.
• Strong attention to detail and commitment to operational excellence.
• Ability to remain calm and make effective decisions under pressure.
• Experience managing multiple priorities and adapting to changing business needs.
• Sales-driven mindset with the ability to motivate teams to achieve performance goals.
• Comfortable using point-of-sale systems and other operational technology.

What You'll Bring

The ideal candidate is an enthusiastic and approachable leader who:

• Is passionate about delivering outstanding guest experiences.
• Leads with positivity, professionalism, and accountability.
• Enjoys developing and coaching others.
• Embraces change and continuous improvement.
• Can see the business through the eyes of the guest.
• Thrives in a collaborative, dynamic, and results-driven environment.

Benefits

🎉 Benefits of Joining Merlin Entertainments! 🎉

🎢 Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. 🎡🏆 Recognition Programs and Rewards: Celebrate your achievements and hard work!💼 401(k) Program: Save for the future with company matching contributions.📚 Tuition Reimbursement Programs: Get support for further education and career growth.🚀 Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! 🌟✨

Pay Range

USD $23.00/Hr.