Guest Experience Shift Lead
Merlin Entertainments Group, Springfield, VA, United States
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 among relevant departments.
Initiate and organize host training in primary guest experience 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 as Supervisor on Duty, support the Guest Experience department in other areas such as training, auditing, employee engagement, and assisting department supervisors with development projects.
The above list is not exhaustive and may require additional tasks as reasonably expected within the scope of the role.
Education and Experience
High School diploma or GED.
Customer service experience preferred.
Minimum six months of experience in attractions, entertainment, or a related service industry role preferred.
Any combination of training or experience that demonstrates ability to perform the duties described.
Ability to work individually and as part of a team in a fast‑paced, multi‑task environment.
Excellent verbal and written communication skills.
Knowledge of standard office filing systems, telephone etiquette, and office software applications.
Experience using various software applications, organizing tasks, performing basic research, proofreading, and following standard office procedures.
Licenses and Certifications
Ability to obtain related licensures or certifications as required to perform the essential functions of the position.
Benefits
Health care options (medical, dental, and vision plans)
Paid Time Off (PTO)
Merlin Magic Pass for friends and family to enjoy parks and attractions
Recognition programs and rewards
401(k) program with company match
Tuition reimbursement programs
Numerous learning and advancement opportunities
Pay Range
USD $18.00/Hr.
The LEGO Group is highly committed to equal employment opportunity and equal pay and encourages applicants from all backgrounds to apply for roles in our team. The LEGO Group is fully committed to Children's Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children will be required to undergo Child Safeguarding Background Screening as a condition of the offer.
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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 among relevant departments.
Initiate and organize host training in primary guest experience 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 as Supervisor on Duty, support the Guest Experience department in other areas such as training, auditing, employee engagement, and assisting department supervisors with development projects.
The above list is not exhaustive and may require additional tasks as reasonably expected within the scope of the role.
Education and Experience
High School diploma or GED.
Customer service experience preferred.
Minimum six months of experience in attractions, entertainment, or a related service industry role preferred.
Any combination of training or experience that demonstrates ability to perform the duties described.
Ability to work individually and as part of a team in a fast‑paced, multi‑task environment.
Excellent verbal and written communication skills.
Knowledge of standard office filing systems, telephone etiquette, and office software applications.
Experience using various software applications, organizing tasks, performing basic research, proofreading, and following standard office procedures.
Licenses and Certifications
Ability to obtain related licensures or certifications as required to perform the essential functions of the position.
Benefits
Health care options (medical, dental, and vision plans)
Paid Time Off (PTO)
Merlin Magic Pass for friends and family to enjoy parks and attractions
Recognition programs and rewards
401(k) program with company match
Tuition reimbursement programs
Numerous learning and advancement opportunities
Pay Range
USD $18.00/Hr.
The LEGO Group is highly committed to equal employment opportunity and equal pay and encourages applicants from all backgrounds to apply for roles in our team. The LEGO Group is fully committed to Children's Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children will be required to undergo Child Safeguarding Background Screening as a condition of the offer.
#J-18808-Ljbffr