Guest Experience Lead
About The Position
We are seeking an enthusiastic and driven Guest Experience Shift Lead to support the day-to-day operations of our attraction and help create unforgettable experiences for every guest who walks through our doors. In this role, you'll serve as a key leader within the Guest Experience team, supporting front-line operations, developing team members, and ensuring our guests receive world-class service every day. The ideal candidate enjoys working with kids and will be open to a flexible schedule that includes working weekends and holidays. This is what we do every day. Our 31,000+ awesome colleagues create and play together to spark the imaginations of children and LEGO® fans of all ages, all around the world. Just imagine being part of this – playing with ideas, creating magical experiences, and learning while growing and building your dream career. Merlin Entertainments are facilitating the LEGO Group’s recruitment process for this role as part of a transitional service agreement with the LEGO Group.
Requirements
- High School Diploma or GED required.
- Minimum six months of experience in attractions, entertainment, hospitality, retail, tourism, or another customer-focused service industry preferred.
- Previous leadership, team lead, or supervisory experience is an asset.
- Strong customer service skills with a genuine passion for helping others.
- Experience working in a fast-paced, high-energy environment.
- Excellent verbal and written communication skills.
- Strong organizational skills with the ability to multitask and prioritize effectively.
- Comfortable using standard office software applications and various workplace systems.
- Ability to learn new processes, maintain accurate records, and follow established procedures.
- Strong problem-solving skills and the ability to remain calm under pressure.
- A positive, outgoing personality and the ability to work both independently and as part of a team.
Nice To Haves
- Previous leadership, team lead, or supervisory experience is an asset.
Responsibilities
- Acting as the department's Supervisor on Duty, overseeing daily Guest Experience operations.
- Leading, coaching, and motivating front-line team members to deliver exceptional guest service.
- Delegating daily assignments and ensuring operational priorities are completed efficiently.
- Creating a culture of excellence by inspiring team members to be truly guest obsessed.
- Managing guest flow and queue operations to ensure a safe, efficient, and enjoyable experience.
- Responding to guest concerns and resolving issues with professionalism, empathy, and confidence.
- Supporting guest recovery efforts and empowering team members to exceed guest expectations.
- Delivering and coordinating host training programs across guest-facing areas of the attraction.
- Maintaining accurate training records and documentation.
- Monitoring team performance and providing coaching, feedback, and development support.
- Upholding all health and safety policies, procedures, and compliance standards.
- Supporting department initiatives, including audits, employee engagement programs, and operational improvement projects.
- Stepping into various Guest Experience Host positions as needed and leading by example on the front line.
Benefits
- Comprehensive medical, dental, and vision benefits
- Generous Paid Time Off
- Free entry for you, your family, and friends to our world-famous attractions (Merlin Magic Pass)
- Recognition and Rewards programs
- 401(k) Savings Plan with company match
- Tuition Assistance
- Growth and Development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
