Guest Experience and Behind the Scenes Shift Lead - New York

Madame Tussauds • New York, NY

4d

About The Position

The Guest Experience Lead oversees activities that elevate the guest experience, including Behind the Scenes Experience, Guest Experience Roamer, and Street Team operations. The role involves organizing tours, leading and developing frontline hosts, creating character-based interactions and narratives, caring for costumes and props, and supporting special events and media activities. The responsibilities listed are not exclusive or exhaustive; the role may include other tasks reasonably expected within its scope and grading, as well as other duties as assigned.

Requirements

• High school diploma or GED.
• Outstanding character acting, improvisational, and comedic skills to create unique, memorable experiences.
• Excellent visitor interaction and guest service skills, with a customer-service-oriented demeanor.
• Ability to memorize and perform from rough script guidelines and quickly learn a character's personality and backstory.
• Strong facial and physical expression and body animation.
• Strong vocal ability and voice control to project through noisy environments.

Nice To Haves

• Background in theatre, such as a BA or equivalent in Acting, Performance, Performing Arts, Theatre, or a similar field.
• Relevant performance experience.
• Experience in retail, hospitality, or food and beverage.

Responsibilities

• Ensure the timely and smooth organization of Behind-the-Scenes tours.
• Act as Manager on Duty when scheduled.
• Coach, develop, and train frontline hosts.
• Utilize hosts for streetmosphere-style interaction while the venue is open to guests.
• Brainstorm ideas for new character backstories and create narrative experiences.
• Ensure costumes and props are properly cared for, handled, and stored.
• Support special events, PR stunts and activations, media appearances, and wax figure launches with celebrity talent.
• Appear in and create social media content as opportunities arise.
• Perform other duties as assigned.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Paid time off (PTO).
• Merlin Magic Pass providing free entry for friends and family to parks and attractions.
• Recognition programs and rewards.
• 401(k) program with company matching contributions.
• Tuition reimbursement programs.
• Learning and advancement opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED