Guest Experience Supervisor

LEGO Discovery Centre • Springfield, VA

5d • $20 • Onsite

About The Position

Lead Our Team. Inspire Exceptional Guest Experiences.
Are you passionate about delivering world-class customer service and developing high-performing teams? Do you thrive in a fast-paced, guest-focused environment where no two days are the same?
We're looking for an enthusiastic and motivated Guest Experience Supervisor to lead our front-line Guest Experience team and help create unforgettable moments for every guest who walks through our doors.
As a key operational leader, you'll be responsible for driving exceptional guest service, motivating and coaching team members, maintaining operational excellence, and ensuring the highest standards of health, safety, and presentation throughout the attraction. You'll lead by example on the attraction floor, providing hands-on support while developing a culture centered around guest satisfaction and team success.

Requirements

• High School Diploma or GED.
• Minimum of 2 years of supervisory experience in hospitality, guest services, retail, entertainment, visitor attractions, or a similar customer-facing environment.
• Proven ability to lead and develop teams in a fast-paced environment.
• Strong communication and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Ability to remain calm and professional while managing guest concerns and high-pressure situations.
• Strong attention to detail and organizational skills.
• Comfortable multitasking and managing multiple priorities.

Nice To Haves

• Attractions, theme park, entertainment, tourism, or retail leadership experience.
• Experience with sales targets, customer service metrics, and performance management.
• Knowledge of POS/till systems and operational reporting.

Responsibilities

• Lead, coach, and motivate a team of Guest Experience professionals to deliver outstanding service every day.
• Create a positive, engaging, and high-performing team culture.
• Conduct team briefings, provide performance feedback, and mentor team members to help them reach their full potential.
• Support recruitment, onboarding, training, reviews, and ongoing development initiatives.
• Champion our Guest Obsession culture and ensure every guest receives an exceptional experience.
• Act as a role model for customer service excellence across the attraction.
• Resolve guest concerns confidently and professionally through effective service recovery.
• Continuously look for opportunities to enhance the guest journey and improve satisfaction.
• Ensure safe operating procedures and company standards are consistently followed.
• Support daily staffing, scheduling, and operational coverage requirements.
• Monitor performance metrics, inventory levels, guest experience scores, and departmental KPIs.
• Collaborate with leadership to improve operational efficiency and achieve business objectives.
• Partner with Operations Management to deliver attraction-wide goals.
• Support employee engagement and recognition initiatives.
• Serve as Duty Manager, overseeing attraction operations and supporting all departments as needed.
• Encourage innovation and continuously identify opportunities for improvement.

Benefits

• Fantastic Health Coverage: Enjoy comprehensive medical, dental, and vision benefits to keep you feeling your best.
• Generous Paid Time Off: Take the time you need to rest, recharge, and come back ready to create more unforgettable moments.
• Merlin Magic Pass: Share the fun with free entry for you, your family, and friends to our world-famous attractions.
• Recognition and Rewards: Your hard work does not go unnoticed. Celebrate your achievements with exciting recognition programs.
• 401(k) Savings Plan: Build your future with our company-matched retirement program.
• Tuition Assistance: Pursue your passions with educational support and reimbursement programs.
• Growth and Development: Learn, grow, and take your career to new heights with endless opportunities for advancement.

What This Job Offers

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