Guest Experience Lead

Step into the spotlight and help bring the magic of Madame Tussauds New York to life! 🌟 As a Guest Experience Shift Lead, you’ll lead the charge in delivering unforgettable, star-studded moments to every visitor who walks through our doors. From behind-the-scenes tours to live streetmosphere interactions, you’ll make sure our guests don’t just visit—they feel the fame! 💫

• 🎤 Lead the Experience: Oversee all guest-facing elements including Behind-the-Scenes tours, Guest Experience Roamers, and the Street Team.
• 🎬 Create Magic: Dream up new character backstories, interactive moments, and narrative experiences that wow our guests.
• 👗 Own the Details: Ensure costumes, props, and sets are show-ready and well cared for.
• 🌆 Shine in the Spotlight: Support special events, PR stunts, celebrity figure launches, and even appear in social media content!
• 🪄 Be the Go-To Leader: Act as Manager on Duty when scheduled, keeping the show running smoothly.
• 🎉 Team Player: Collaborate with performers, hosts, and leadership to deliver seamless, high-energy guest interactions.

Responsibilities

• 🎭 A background in Theatre, Acting, or Performance (BA preferred) or equivalent hands-on experience.
• 😊 A flair for improv, comedy, and storytelling—you love being “on stage”!
• 💬 Excellent guest service and communication skills.
• 🗣️ Strong vocal control and physical expression—you’re confident performing in lively, noisy environments.
• 💼 Experience in hospitality, retail, or entertainment is a plus!

• Education: High school diploma or GED required.
• Travel: Not required.
• Certifications: Ability to obtain Fire Safety Guard certification and any other required licenses.
• Schedule: Must be available for flexible shifts, including evenings, weekends, and holidays.

• Ability to stand, walk, and perform throughout the attraction for extended periods.
• Occasional bending, lifting (up to 10 lbs), and moving props or materials.
• Work environments range from indoor sets to outdoor street activations with varying light, sound, and temperature levels.

At Merlin Entertainments, we live by our values every day:

• 💖 We Care – for our guests, our people, and our planet.
• 🪞 Own Your Craft – we grow, learn, and inspire excellence.
• 🚀 Drive & Discover – we’re bold, curious, and innovative.
• 🤝 Go Together – teamwork and collaboration are in our DNA.
• 🎢 Enjoy the Ride – we bring fun and optimism to everything we do!

• Be part of one of New York’s most iconic attractions 🗽
• Work with a dynamic, creative team in a fast-paced, energetic environment
• Opportunities to perform, lead, and grow within a global entertainment brand 🌍
• And, of course, endless celebrity selfies! 🤳✨

Are you ready to lead the fun and make every guest feel like a star? 🌟 Apply now and take center stage at Madame Tussauds New York!

Qualifications

🎉 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! 🌟✨