Guest Experience Shift Lead: LEGOLAND Discovery Center Bay Area
About The Position
The Guest Experience Shift Lead assigns, supports, and motivates front-line teams to deliver guest-focused service. The role manages queues and guest flow safely and efficiently during peak periods, champions health, safety, and compliance across departments, and coordinates with teams such as Operations, Admissions, and Retail to resolve guest issues. The Shift Lead trains and develops Hosts, coaches performance, empowers guest recovery, and elevates service standards. The role also provides support with training, scheduling, team engagement, and other operational needs as required. The position is with LEGOLAND Discovery Center Bay Area. The LEGO Group describes its workplace as diverse, dynamic, and inclusive, with a culture of play in which people feel safe, valued, and that they belong. Candidates offered roles involving high engagement with children must participate in Child Safeguarding Background Screening as a condition of the offer. Applications are reviewed on an ongoing basis, and the role may be amended or withdrawn before any advertised closing date. Merlin Entertainments is facilitating recruitment for this role as part of a transitional service agreement with the LEGO Group.
Requirements
- High school diploma or GED.
- Proven customer service and guest interaction skills.
- Passion for entertaining children and families.
- Ability to train, coach, and develop others effectively.
- Fun, outgoing, and confident leadership style.
- Strong communication and motivational skills.
- Commitment to delivering top-tier guest experiences.
Nice To Haves
- Experience in attractions, entertainment, or service-based roles.
Responsibilities
- Assign, support, and motivate front-line teams to deliver guest-focused service.
- Manage queues and guest flow safely and efficiently during peak times.
- Champion health, safety, and compliance across all departments.
- Resolve guest issues quickly by coordinating with teams such as Operations, Admissions, and Retail.
- Train and develop Hosts in customer service, safety standards, and other areas.
- Coach performance, empower guest recovery, and elevate service standards.
- Provide support with training, scheduling, team engagement, and other needs as required.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
