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guest experience supervisor

10 hours ago

Rutherford, New Jersey, United States Merlin Entertainments Full time
Guest Experience Supervisor

Location (Country-State-City) US-NJ-East Rutherford, NJ

Job ID

Employment Type

Full-Time

Offer/Contract Type

At Will (US Only)

Location Name

LEGOLAND Discovery Center New Jersey

What you'll bring to the team

Build Amazing Experiences at LEGOLAND Discovery Center New Jersey

Are you ready to take the lead and help build unforgettable memories, one brick at a time? LEGOLAND Discovery Center New Jersey is searching for an energetic and passionateGuest Experience Supervisor to guide our front-line team and deliver world-class service to every guest who enters our attraction. If you love hands-on leadership, fast-paced environments, and inspiring others to be their best, this is your chance to construct something truly special

Key Objectives:

  • Guest Experience Architect: Deliver outstanding guest care by living and breathing Merlin's Guest Obsession standards, ensuring every visit is awesome from start to finish.
  • Lead from the Floor: Be a visible, attraction-floor-based leader who sets the example and inspires excellence through action.
  • Team Builder & Motivator: Coach, develop, and motivate team members to reach their full potential while creating a positive, high-energy environment.
Qualifications & Experience

What You'll Do:

  • Daily Team Huddles: Lead engaging daily briefings to keep the team informed, motivated, and aligned with operational and guest experience goals.
  • Department Leadership: Support the daily operation of the Guest Experience Team, ensuring exceptional standards of guest service, presentation, technical operation, and safety.
  • Innovation & Creativity: Encourage new ideas and creative thinking, helping to continuously improve the guest journey.
  • Incentive Programs: Work closely with the Operations Leadership Team to develop and implement incentive schemes that drive motivation, improve KPIs, and strengthen teamwork.
  • Guest Obsession Champion: Actively lead and support all Guest Obsession initiatives, ensuring decisions are always made through the eyes of the guest.
  • Continuous Improvement: Evaluate the visual appeal and effectiveness of all guest-facing areas and experience points, recommending enhancements where needed.
  • Communication Hub: Ensure communication flows freely within the team and across departments.
  • Service Recovery Expert: Empower the team to resolve guest concerns confidently and professionally, turning challenges into positive experiences.
  • Training & Development: Support training strategies for new and existing team members, ensuring everyone is equipped for success.
  • Mentorship: Provide regular feedback, coaching, and guidance to maximize performance and engagement.
  • Duty Manager: Undertake Duty Manager shifts on the attraction floor, overseeing all departments and ensuring smooth daily operations.
    • Safety Block Champion: Take ownership of Health, Safety, and Security within your team.

What You'll Bring to the Team:

  • High school diploma or GED.
    • 2+ years of supervisory experience in a guest-facing role (attractions, hospitality, retail, etc.).
  • Strong leadership skills with the ability to motivate and inspire a team.
  • Passion for delivering outstanding guest service in a fast-paced environment.
  • Excellent communication and problem-solving skills.
    • Flexible availability, including nights, weekends, and holidays.
  • Commitment to health, safety, and security standards.

Ready to Build Your Future, One Brick at a Time?

Grab your leadership bricks and help us construct unforgettable memories Apply today and become part of the LEGOLAND Discovery Center team, where every day is a chance to create something amazing for our guests.

Benefits

The Perks of the Magic

  • Fantastic Health Coverage: Enjoy comprehensive medical, dental, and vision benefits to keep you feeling your best.
  • Generous Paid Time Off: Take the time you need to rest, recharge, and come back ready to create more unforgettable moments.
  • Merlin Magic Pass: Share the fun with free entry for you, your family, and friends to our world-famous attractions.
  • Recognition and Rewards: Your hard work does not go unnoticed. Celebrate your achievements with exciting recognition programs.
  • 401(k) Savings Plan: Build your future with our company-matched retirement program.
  • Tuition Assistance: Pursue your passions with educational support and reimbursement programs.
  • Growth and Development: Learn, grow, and take your career to new heights with endless opportunities for advancement.
Pay Range

USD $21.75/Hr.