Guest Experience Shift Lead

LEGOLAND Discovery Centre • Plymouth Township, PA

5h

About The Position

The Guest Experience Shift Lead acts as Supervisor on Duty and helps keep Admissions running smoothly. The role supports and motivates front-line teams, manages queues and guest flow safely during peak periods, and champions health, safety, and compliance across departments. It resolves guest issues by coordinating with the appropriate teams and trains, develops, and coaches Hosts in areas such as ride safety, food safety, and retail standards. The Shift Lead also supports scheduling, team engagement, guest recovery, and service standards as needed.

The role requires a varying schedule that includes weekends and holidays. Candidates offered positions with high engagement with children must complete Child Safeguarding Background Screening as a condition of the offer. 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.
• Comfort with a varying schedule that includes weekends and holidays.

Nice To Haves

• Experience in attractions, entertainment, or service-based roles.

Responsibilities

• Act as Supervisor on Duty and keep Admissions running smoothly.
• Assign, support, and motivate front-line teams.
• 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 the appropriate teams.
• Train and develop Hosts in ride safety, food safety, retail standards, and other areas.
• Coach performance, empower guest recovery, and elevate service standards.
• Provide support with training, scheduling, team engagement, and other needs.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Paid time off.
• Merlin Magic Pass offering free entry for the employee, family, and friends to attractions.
• Recognition programs and rewards.
• Company-matched 401(k) retirement plan.
• Tuition assistance and educational reimbursement programs.
• Growth, development, and advancement opportunities.

What This Job Offers

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