Guest Experience and Behind the Scenes Shift Lead - New York

Merlin Entertainments • New York, NY

5d

About The Position

The Guest Experience and Behind the Scenes Shift Lead oversees activities that elevate the guest experience, including Behind-the-Scenes experiences, Guest Experience Roamer activities, and the Street Team. The role may act as Manager on Duty when scheduled and supports special events and promotional activities. The position also involves developing character narratives and may include appearing in or creating social media content. Other duties may be assigned as reasonably expected within the scope and grading of the role.

Requirements

• High school diploma or general education degree (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 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

• A background in theatre (BA or equivalent in Acting, Performance, Performing Arts, Theatre, or similar) and relevant performance experience preferred.
• Experience in retail, hospitality, or food and beverage preferred.

Responsibilities

• Ensure timely and smooth organization of Behind-the-Scenes tours.
• Act as Manager on Duty when scheduled.
• Coach, develop, and train frontline hosts.
• Use 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.
• Have the opportunity to appear in and create social media content.
• 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