Guest Experience Supervisor

Qualifications & Experience

• High school diploma or GED required.
• At least two years of supervisory experience in a guest facing-based environment, visitor attraction or retail outlet.
• The ability to maintain the highest level of service in high-pressure situations in a busy environment while dealing with guests in an efficient, professional manner.
• Good people management and communication skills are essential to successfully manage the Admissions Team, coupled with the ability to motivate and be an inspirational role model.
• Excellent sales skills are a must while paying great attention to detail and experience of using computerized till systems is also needed.
• Able to work on multiple projects simultaneously and multi-task as necessary.

Key Responsibilities

• Ensure excellent Guest Care, working to Guest Obsession standards as set by Merlin.
• Leads the team by example and is very attraction-floor based.
• Working alongside operations management, providing mutual assistance in ensuring all positions are covered.
• Motivating and developing team members to fulfil their potential.
• Working closely on creating incentives with the operations management team.
• Ensure communication within the Team is always flowing freely.
• Ensure the highest possible standards of Guest Service, presentation, technical operation, and Safety in the attraction.
• Ensure team members are motivated, engaged and trained properly – including schedule management, coaching, etc.
• Deliver daily team briefings to ensure all members are fully aware of all activity within the Department and the Company.
• Ensure errors are kept to a minimum and investigate any discrepancies.
• Implement service recovery to encourage & empower Team to do so, to ensure Guests will enjoy their visit.
• Adopt an enthusiastic, assertive, and passionate approach to customer care.
• Is keen to see all Team respond enthusiastically to change, understand the way forward, and able to look at all aspects of the business through the eyes of the Guest.
• Cross-trained in all Front of House areas.
• Be a leader in Guest Obsession initiatives.
• Takes an active role in supporting and assist leading all Customer Service strategies.
• Ensure the highest possible standards of guest service and presentation.
• Work closely with the Leadership Team to develop a staff incentive scheme to increase individual motivation, KPI scores and promote teamwork.
• Trained to cover all aspects of the Guest Experience operations, while being knowledgeable in all other areas of the business.
• Motivate and give feedback to all front-line team members on their standards of Guest Service and to maximize sales opportunities to ensure budgets are achieved.
• Act as a mentor and coaches on areas for development.
• Assisting with the management of team, setting objectives, introductory reviews, appraisals, and training.
• Reporting of inventory levels, product scores & dwell time for the Guest Experience Department.

Education & Experience

High school diploma or GED required.

At least two years of supervisory experience in a guest facing-based environment, visitor attraction or retail outlet.

The ability to maintain the highest level of service in high-pressure situations in a busy environment while dealing with guests in an efficient, professional manner.

Good people management and communication skills are essential to successfully manage the Admissions Team, coupled with the ability to motivate and be an inspirational role model.

Excellent sales skills are a must while paying great attention to detail and experience of using computerized till systems is also needed.

Able to work on multiple projects simultaneously and multi-task as necessary.

Additional Information

Travel Requirements: May occasionally require local or domestic travel.

Health & Safety: Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Merlin Entertainments Group Health, Safety and Security Policy and the law.

Physical Demands: Ability to hear, listen, and to communicate with others. Ability to sit and stand for long periods of time. Ability to use basic computer tools. Wear all necessary personal protective equipment to perform job functions. Move throughout all areas of the attraction with or without a reasonable accommodation. Stand, sit, and/or walk continuously with or without a reasonable accommodation and perform job function for the full shift with meal break. Bend, stoop kneel, reach twist, lift, push, pull, climb, balance, and/or crouch to accomplish daily activities. Grasp, turn and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. May be exposed to a loud work environment.

Environmental Factors: Depending on location, work may be performed inside or outside with varying temperatures and floor surfaces. Exposure to varying temperatures, extreme heat or cold and/or wet, damp, or drafty conditions. Exposure to constant or intermittent sounds of a pitch level sufficient to cause marked distractions. Exposure to shaking objects and equipment. Exposure to varying light levels while transitioning in and out of the attraction at various times of the workday. Lifting Requirements: May be required to lift or carry items weighing up to 70 pounds with or without a reasonable accommodation.

Benefits

• Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.
• Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge!
• 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!

Pay Range

USD $26.35/Hr.