Guest Experience Shift Lead

What you'll bring to the team

Job Title: Guest Experience Shift Lead

Operating Group: Gateway North America

Division: Operations Reports to: Guest Experience or Operations Manager

Job Summary: The Guest Experience Shift Lead is responsible for assisting the team as a part of the day-to-day Guest Experience 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. Shift Leads also have a day-to-day role in developing our front-line team members to deliver world-class customer service

Qualifications & Experience

Key Responsibilities:• Delegate and monitor daily assignments for front line team members within the Guest Experience department.• Lead and motivate team members to be “guest obsessed” and provide exemplary customer service.• Uphold all health and safety policies and procedures and ensure all teams are compliant.• Assist in managing 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 all primary guest experience focused areas within all attractions. Maintain adequate documentation and training records.• Ensure 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 assigned to be the department’s Supervisor on Duty role, support the Guest Experiencedepartment in different areas such as training, auditing, employee engagement, assisting department supervisors with specific development projects and leading by example when assigned to guest experience host positions.• 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

Education and Experience:

High School diploma or GED. Customer service experience is preferred. Minimum six months year 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. Fun, outgoing approach interacting with others, providing service on the highest possible level, and working individually and as part of a team. Working in a fast paced, multi-task environment. Excellent verbal and written communication skills. Knowledge of standard types of office filing systems, proper telephone etiquette and techniques; standard office software applications; standard office equipment. Using various software applications; organize and prioritize work; perform basic research and report results; proofread material and make necessary corrections; learn and follow standard office procedures; learn appropriate filing and recordkeeping systems; select appropriate business formats; work cooperatively and effectively with management, team member, and the public.

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.

Travel Requirements:

• May occasionally require local 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. Must ensure they follow safe working procedures for all work activities they undertake, and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, must ensure they are reported to their line manager and cooperate with any investigation as appropriate in accordance with applicable laws.

Working Conditions:

• Attendance is a mandatory function of this job.

• Must be willing to work flexible hours, including morning, evenings, holidays, and weekends to support site operations

Benefits

🎉 Benefits of Joining Merlin Entertainments! 🎉

🏥 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!Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! 🌟✨

Pay Range

Salary : $16