Guest Experience Shift Lead

1 week ago

Auburn Hills, United States Merlin Entertainments Full time

Exciting Opportunity: Join Us as a Guest Experience Shift Lead

 

Scope of Job:

Are you ready to take the lead in creating magical experiences for our guests? As a Guest Experience Shift Lead, you play a pivotal role in the day-to-day operations of our attraction. Serving as the Manager on Duty, you will ensure the seamless operation of Admissions, Retail Shop, and Café. Your mission? To elevate our customer service to new heights and inspire your team to be "guest obsessed" every day.

 

Essential Functions:

  • Manager on Duty:

    • Oversee the smooth operation of Admissions, Attraction, Food and Beverage, and Retail.
    • Delegate and monitor daily assignments for front-line staff.
    • Lead and motivate staff to deliver exemplary customer service and uphold health and safety policies.
    • Manage queues and optimize guest flow for a seamless experience.

  • Training and Development:

    • Organize and initiate comprehensive training for front-line hosts, covering areas like ride safety, food safety, profit protection, and retail standards.
    • Empower team members to provide outstanding customer service, including effective guest recovery.
    • Evaluate workforce performance, providing coaching and escalation as needed.

  • Guest Experience/Attraction:

    • When not on duty managing, actively support your respective department in training, stocking, inventory controls, employee engagement, and scheduling.
    • Undertake any other duties as assigned.

Health & Safety:

Safety is our top priority. You and your team are responsible for ensuring a safe environment for colleagues and guests. Adherence to Group Policy (HS001) and relevant laws is a must. Prompt reporting and cooperation in investigations are vital in maintaining a secure workplace.


Education and Experience:

  • High school diploma or GED preferred.
  • Customer service and guest interaction experience is a must.
  • Passion for entertaining children and families is required.
  • Effective training abilities.
  • Fun, expert, outgoing approach in interacting with others.
  • Excellent communication and motivational skills.
  • Ability to thrive in a fast-paced, multi-task environment.
  • Availability to work occasional weekends, evenings, and holidays.

Work Environment:

Step into a dynamic work environment, where your dedication contributes to creating lasting memories for our guests. Whether inside or outside, your commitment to excellence will shine.

 

Join Us and Be the Magic Behind the Experience


The Benefits:

 

We're growing fast, and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects. If you're already fantastic and want to become even better, our magic can help here.


From USD $15.00/Hr.

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