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Guest Experience Team Lead

1 month ago

Auburn Hills, United States LEGOLAND Discovery Centre Full time

What you'll bring to the team:

Qualifications & Experience:

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. serving as the Manager-on Duty for the entire attraction, and ensuring efficient operation of our Admissions Department, Retail Shop and Caf. Shift Leads also play a vital role in developing our front-line staff to deliver world class customer service every day.

Essential Functions:

  • Delegate and monitor daily assignments for front line staff.
  • Lead and motivate staff to be guest obsessed and provide exemplary customer service.
  • Uphold all health and safety policies and procedures and ensure all teams are compliant.
  • Manage 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.

Coordinate Training of front-line Hosts:

  • Initiate and organize all Host training in areas such as ride safety, food safety, profit protection, and retail
    standards. Maintain adequate records.
  • Ensure that team members are empowered to deliver outstanding customer service including guest recovery
    as needed.
  • Evaluate workforce performances. Coach and/or escalate as needed.
  • Support Guest Experience/Attraction
  • When not duty managing, Shift Leads will support their respective department in areas such as training,
    stocking, inventory controls, employee engagement, and scheduling.
  • Other duties as assigned.


Education and Experience:

  • High school diploma or general education degree (GED)
  • Customer service and guest interaction experience
  • Experience and passion for entertaining children and families
    Ability to train others effectively
  • Excellent communication and motivational skills'
  • Able to work in a fast paced, multi-task environment.
  • Able and willing to work weekends, evenings, and holidays, as needed.
Benefits:

Benefits of Merlin Entertainments

  • Excellent health care options (medical, dental, and vision that encourage preventative care).
  • Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
  • Merlin Magic Pass for friends and family to enjoy the parks & attractions
  • Recognition Programs and Rewards
  • 401(k) program with company match
  • Tuition reimbursement programs
  • Numerous learning and advancement opportunities


Pay Range:
From USD $15.00/Hr.