Guest Experience Supervisor

Lead our front-line Guest Experience team and help create unforgettable moments for every guest who walks through our doors. As a key operational leader, you'll drive exceptional guest service, motivate and coach team members, and ensure the highest standards of health, safety, and presentation throughout the attraction.

Responsibilities

• Inspire and Lead
  • Lead, coach, and motivate a team of Guest Experience professionals to deliver outstanding service every day.
  • Create a positive, engaging, and high-performing team culture.
  • Conduct team briefings, provide performance feedback, and mentor team members to help them reach their full potential.
  • Support recruitment, onboarding, training, reviews, and ongoing development initiatives.
• Deliver Exceptional Guest Experiences
  • Champion our Guest Obsession culture and ensure every guest receives an exceptional experience.
  • Act as a role model for customer service excellence across the attraction.
  • Resolve guest concerns confidently and professionally through effective service recovery.
  • Continuously look for opportunities to enhance the guest journey and improve satisfaction.
• Drive Operational Excellence
  • Ensure safe operating procedures and company standards are consistently followed.
  • Support daily staffing, scheduling, and operational coverage requirements.
  • Monitor performance metrics, inventory levels, guest experience scores, and departmental KPIs.
  • Collaborate with leadership to improve operational efficiency and achieve business objectives.
• Be a Key Member of the Leadership Team
  • Partner with Operations Management to deliver attraction-wide goals.
  • Support employee engagement and recognition initiatives.
  • Serve as Duty Manager, overseeing attraction operations and supporting all departments as needed.
  • Encourage innovation and continuously identify opportunities for improvement.

Requirements

• High School Diploma or GED.
• Minimum of 2 years of supervisory experience in hospitality, guest services, retail, entertainment, visitor attractions, or a similar customer-facing environment.
• Proven ability to lead and develop teams in a fast-paced environment.
• Strong communication and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Ability to remain calm and professional while managing guest concerns and high-pressure situations.
• Strong attention to detail and organizational skills.
• Comfortable multitasking and managing multiple priorities.

Preferred Qualifications

• Attractions, theme park, entertainment, tourism, or retail leadership experience.
• Experience with sales targets, customer service metrics, and performance management.
• Knowledge of POS/till systems and operational reporting.

Benefits

• Fantastic Health Coverage: Enjoy comprehensive medical, dental, and vision benefits to keep you feeling your best.
• Generous Paid Time Off: Take the time you need to rest, recharge, and come back ready to create more unforgettable moments.
• Merlin Magic Pass: Share the fun with free entry for you, your family, and friends to our world-famous attractions.
• Recognition and Rewards: Your hard work does not go unnoticed. Celebrate your achievements with exciting recognition programs.
• 401(k) Savings Plan: Build your future with our company-matched retirement program.
• Tuition Assistance: Pursue your passions with educational support and reimbursement programs.
• Growth and Development: Learn, grow, and take your career to new heights with endless opportunities for advancement.

Our 31,000+ colleagues create and play together to spark the imaginations of children and LEGO® fans of all ages, all around the world. Just imagine being part of this—playing with ideas, creating magical experiences, and learning while growing and building your dream career.

Pay

USD $20.00/Hr.