The Retail Shift Lead is responsible for assisting the team as 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 host 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 most safely and optimally.
• Efficiently respond to guest issues and concerns throughout the day by communicating with 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 that demonstrates the ability to perform the duties as described; a typical qualifying background would include experience working in an office environment involving public contact. Customer service, guest interaction experience and proficiency are required. Experience and passion for entertaining children and families are 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 certifications as may be required to perform the essential function of the position or as required by law.
From USD $17.00/Hr.
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The greatest place in the world to work and play 💜
Merlin Entertainments is the global leader in branded entertainment destinations. We create and deliver memorable, immersive brand experiences for over 60 million guests every year.
Merlin Entertainments has over 140 attractions worldwide, ranging from indoor attractions such as SEA LIFE and Madame Tussauds to iconic theme parks like LEGOLAND and Alton Towers Resort.
Working for Merlin Entertainments is unlike a job anywhere else. You could be counting penguins, protecting the sea, crafting the perfect celebrity eyebrows or making a child’s day magical. Not all of us have jobs in attractions, but we are all involved in fascinating work. Sound like fun? Join us, and be part of creating amazing memories for millions of people around the world.
