Bubble Planet - Guest Experience Shift Lead - Concord, North Carolina

Merlin Entertainments•Concord, NC

About The Position

The Guest Experience Shift Lead assists with the day-to-day operations of the attraction’s Guest Experience department. The role serves as the department’s Supervisor on Duty and fills assigned host positions when needed. Shift Leads also help develop front-line team members so they can deliver excellent customer service. When not serving as Supervisor on Duty, the Shift Lead supports the department through activities such as training, auditing, employee engagement, development projects, and working in guest experience host positions. Other tasks may be assigned as reasonably expected within the scope of the role.

Requirements

High school diploma or GED.
Fun, outgoing approach to interacting with others and providing high-quality service, both individually and as part of a team.
Ability to work in a fast-paced, multitasking environment.
Excellent verbal and written communication skills.
Knowledge of standard office filing systems, telephone etiquette and techniques, office software applications, and office equipment.
Ability to use software applications; organize and prioritize work; conduct basic research and report results; proofread and correct materials; learn and follow office procedures; learn filing and recordkeeping systems; select appropriate business formats; and work cooperatively with management, team members, and the public.

Nice To Haves

Customer service experience is preferred.
At least six months of experience in attractions, entertainment, or other service-industry roles is preferred.
A combination of training and/or experience demonstrating the ability to perform the duties; a typical qualifying background includes office-environment experience involving public contact.

Responsibilities

Delegate and monitor daily assignments for Guest Experience front-line team members.
Lead and motivate team members to provide exemplary customer service and remain guest-focused.
Uphold health and safety policies and procedures and ensure team compliance.
Help manage queues and guest flow in busy areas of the attraction safely and efficiently.
Respond to guest issues and concerns, coordinating with relevant departments.
Initiate and organize host training across primary guest experience areas and maintain training documentation and records.
Empower team members to provide outstanding customer service, including guest recovery when needed.
Evaluate team-member performance, provide coaching, and escalate issues as needed.
Support training, auditing, employee engagement, and department development projects when not serving as Supervisor on Duty.
Work in guest experience host positions when assigned and lead by example.